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Hello, everyone, and thank you for joining the

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Becker's Healthcare Podcast. I'm delighted to be joined

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today by Ryan Natzke, who's the chief revenue

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officer at Trust Commerce, which is a sphere

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company. Ryan, thank you so much for being

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here with us today. So before we dive

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into some questions and pick your reins a

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little bit here, can you give us a

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60 second overview of your role at Trust

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Commerce? Sure thing. So I am our chief

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revenue officer. So I'm in charge of earlier

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my team is in charge of really growing

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the company both from a direct sales standpoint,

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from a partnership standpoint,

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and working with our existing customers to make

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sure that they're kind of aware and know

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what we have in addition to maybe some

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of the stuff that they're already doing. And

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what we do is we help with with

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integrated patient payments. Mhmm. So we help collect

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on the patient responsibility side of things. And

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for the most part, if we're doing our

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job right, the end user, whether that's a

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staff member taking a payment at the front

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desk or a patient paying online,

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they don't really know even exist. We wanna

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be integrated and embedded within other systems to

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help them securely and compliantly take payments, and

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then we handle the rest from there. Mhmm.

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And such a key important area in health

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systems at the moment, a ton of partnerships

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in this space. So excited to pick your

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brains and hear a little bit more about

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what you do on the front end. Can

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you to start, can you tell us about

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challenges the health care providers face and what

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opportunities

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does

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adopting omnichannel payment solutions offer for them and

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their patients?

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Yeah. So the interesting

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thing about health care payments compared to what

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you might see in other industries

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is patients pay all sorts of different ways.

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When you think of going to Target,

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you pay either online or you pay when

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you check out.

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When you pay at a gas station, you

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pay before you get gas. But if you're

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a patient, you might pay a little bit

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beforehand, which might be a co pay. It

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might be an estimate on something that's gonna

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be done. It could be a down payment

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on a procedure that's gonna happen.

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You might pay when you get to the

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facility, and that could be at a kiosk.

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That could be talking to the person checking

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you in. You could pay. And then after

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the fact, you could pay online. You could

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pay over the phone. You might be set

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up for a payment plan.

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You might pay with your credit card. You

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may pay with your bank account. You might

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have an HSA or FSA card. So when

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we think about omnichannel payments and health care,

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it truly is omnichannel. Any way that you

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can potentially pay a health care system needs

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to be able to accept

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that, and have that work. And some of

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the challenges there is you might not have

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the same system in place for all of

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those workflows.

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So trying to provide a consistent user experience,

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like, patient experience

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for the patient when they pay. So that

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if they're paying beforehand at the point of

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service or after the fact,

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it feels like they're dealing with 1 organization

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and not like, oh, it's easy if I

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pay afterwards, but it's really hard if I

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pay at the point of service.

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So it's managing that and making it work

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with all the different systems that are kind

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of underlying for that for that workflows. Mhmm.

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Can you expand on what sort of digital

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tools providers should consider to deliver more transparency

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and, like you said, convenience

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in improving the patient experience and also collections

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as well? Yeah. So there historically has not

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been a lot of transparency at all when

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it comes to health care billing or the

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patient collection side of it. Things like the

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no surprises act and being able to provide

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estimates ahead of time really helps that out,

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but we're still at the early stages of

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that. I don't think it's very common yet

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where,

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when you schedule an appointment, somebody's gonna tell

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you, oh, this is how much it's gonna

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cost.

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You can ask ahead of time, and you

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might get an estimate, but it's still an

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estimate.

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So

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being more proactive with providing an estimate upfront

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really helps with that transparency.

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And transparency goes a long way because it

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makes it so that the patient can plan

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for something.

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In many cases, health care is not a

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planned event, but let's say you need a

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hip replacement or a knee replacement.

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Usually, those aren't acute things that have to

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happen instantly,

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but it's gonna be helpful to know how

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much that's gonna cost and how much your

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insurance is gonna cover. And that could be

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different in the first half of the year

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if you when you didn't hit your deductible

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versus the back half of the year when

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you maybe have hit your deductible.

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So being able to potentially budget, set up

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a payment plan,

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that transparency allows for better decision making and

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a better communication between the provider and the

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patient to make sure that they pay what

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is owed, but they also understand why they

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owe what they owe. Mhmm. So, right, obviously,

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consumerism is a rising trend across the health

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care spectrum with more patients shopping around for

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the best care. As providers work to offer

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a more retail retail like payment experience, how

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important are integrated solutions here? Are there specific

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examples that stand out to you? Yeah. So,

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obviously, do a little bit of plug for

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the work that we're doing in terms of

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being able to help out with that. But

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so that retail experience ties in with the

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transparency we talked about before of kind of

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knowing what you owe and why you owe

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it. But it also

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is allowing the patient to pay the way

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they wanna pay. So like I was we

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were talking about earlier, there's credit cards, debit

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cards, HSA, FSA cards, but also Apple Pay

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and Google Pay and PayPal and Venmo.

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And health care is traditionally not known as

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being the most risk taking forward thinking when

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it comes to some of these things. It's

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a it's a risk adverse industry,

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but there are areas of the country where,

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maybe there's a lower or less banked population.

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We work with a group in Hawaii that

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was really pushing for PayPal because not everybody

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has a bank account, and they just use

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PayPal as their bank account, essentially. So they

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needed to make sure that we could

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have them accept payments via PayPal for the

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patient care that they were giving. So doing

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stuff like that helps

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that health care payment experience feel a lot

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more like what you might expect in other

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other industries

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where it's it's a lot more than just

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a credit card. Mhmm. Ryan, fascinating to hear

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more about what you do and a little

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bit more about Trust Commerce. Thank you so

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much for taking the time to share with

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your insights with us today, and thank you

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to Trust Commerce for sponsoring today's content. Thanks,

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Trevor.