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Points of Light 2025 Case Study 22
Improving Payment Efficiency & the Payer-Provider Relationship via a Modern Payment Platform
Author
Boyd Stewart
Author
Aurene Wilford
An integrated delivery network, Payer Organization 22 and Healthcare Organization 22 struggled with inefficiencies in their healthcare payments processes. The payer was manually sending portions of payments via paper checks to Healthcare Organization 22 and other organizations, leading to delayed payments, data errors, heightened exposure to fraud, and payer-provider friction. Partnering with Zelis, the payer transformed their payment process by implementing a single electronic payment solution. With this solution, the payer has been able to deliver faster payments at scale—reducing friction, fragmentation, and costs as well as increasing transparency, productivity, and collaboration. The project also led to enhanced operational efficiency and better patient care.
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Key Findings:
- Executive Summary
- The Collaborators
- Points of Friction—Challenges to Be Solved
- Action Plan—How the Collaborators Worked Together to Reduce Friction
- Points of Light—Outcomes Achieved Through Collaboration
- Lessons Learned—What Best Practices Can Other Organizations Replicate?
- What's Next?—Vision for the Future
Writer
Natalie Hopkins
Designer
Jess Wallace-Simpson
Project Manager
Joel Sanchez
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2025 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.