Collecting payments is a persistent challenge for many medical practices. With insurance delays, complex billing, and patients who prefer easier payment options, practices often struggle to maintain financial stability. For St. Croix Regional Family Health Center, implementing healow Pay changed the game. Remarkably, within six days, the practice saw 11 payments come in immediately after statements were sent—an unprecedented event for the health center. Here’s how they did it, and how healow Payment Services can be the solution your practice needs.
A Practice Facing Common Billing Hurdles
The St. Croix Regional Family Health Center (SCRFHC) faced challenges with its payment processing systems, which were often complex and prone to errors. Many patients are underinsured or uninsured, and staff must manage sliding fee scales, complex insurance billing, and often outdated check-in and billing workflows. All of this slows payment, increases administrative burden, and frustrates patients.
What the practice needed was:
- A payment system that integrates directly with their EHR
- Less reliance on third-party vendors for invoicing, posting, and reconciliation
- A simple, user-friendly payment experience for patients
How healow Pay Delivered Real Results
SCRFHC implemented healow Pay, using its features embedded within their EHR, eClinicalWorks, for check-in and billing. Key improvements they experienced:
- Payment features are seamlessly integrated into patient check-in and billing workflows, eliminating the need for separate systems
- Payments are automatically posted to patient accounts, reducing manual entry and errors
- Patients can pay via multiple digital channels, making it easier and more convenient
According to Jenny Windsor, CFO at St. Croix Regional Family Health Center:
“healow Pay is seamless. They swipe the card, and it posts automatically into the patient’s chart, which is wonderful. It saves the front desk a lot of time. There is no more forgetting to post that payment to the patient’s chart. Finance doesn’t have to come over the next day and tell them what they’ve done wrong and what they need to fix. So, we love it.”
What Drove the Improvement on Patient Payments
Several elements together made this jump possible:
| Strategy | How it helped |
|---|---|
| EHR payment integration | Reduces friction — no duplicate entry, less missed billing, faster payment posting. |
| Streamlined check-in process | Patients see payment options earlier; easier to settle balances at visit rather than after. |
| Digital payment tools | Online bill pay, mobile payments, perhaps kiosks or tablets — whatever channel patients prefer. |
| Reduced manual work & errors | Staff spend less time following up, correcting invoices, or chasing down old balances. |
Not only did collections go up, but patient satisfaction did too—because paying bills became less of a hurdle.
Why healow Payment Services is More Than a Billing Tool
It’s easy to think of payment tools as back-office systems. But healow Pay ticks more boxes than that:
- It enhances financial sustainability without overwhelming the practice staff
- It offers a patient-friendly experience, which can reduce no-shows or delayed payments
- It supports efficient operations, freeing up staff time for patient care rather than chasing payments
- It fits into modern digital tools: people expect to pay bills online, on a phone, or during check-in
Best Practices: What Other Practices Should Know
If your practice is considering adopting or optimizing a payment solution like healow Pay, here are some tips:
- Prioritize EHR integration — having payment workflows embedded in your existing system is critical.
- Make payment options visible early in the patient journey (online scheduling, check-in, reminders).
- Offer multiple digital payment channels, including online bill pay, mobile payments, and card payments onsite.
- Automate what you can (posting payments, reminders, reconciliation) to reduce errors.
- Educate patients about your payment options—clear communication reduces confusion and delays.
Ready to Improve Patient Payments With Ease?
For St. Croix Regional Family Health Center, healow Pay wasn’t just a billing upgrade—it was the key to faster collections, greater efficiency, and happier patients.
Now it’s your turn. If your practice is ready to improve collections, reduce complexity, and deliver a seamless payment experience, explore healow Online Bill Pay or request a demo today.