By: Jason Mazeika, Vice President of Patient Experience
In healthcare, the financial experience often shapes a patient’s final impression of their care. That makes clarity, convenience, and trust especially important.
At Zotec Partners, we view patient feedback as a critical input into how we continuously refine that experience. Listening to patients helps us understand where expectations are changing, where friction still exists, and where thoughtful adjustments can make the experience more intuitive and effective.
We gather feedback across multiple touchpoints. After speaking with one of our agents, patients are encouraged to complete a survey. Patients also share input through digital interactions, including the online payment experience. We review that feedback closely, not just to identify pain points, but to better understand how patients interpret and move through the financial journey.
That insight helps us make targeted improvements across the experience.
One area of focus has been the patient statement. Our goal has always been to present financial information clearly, but patient feedback helps us continue improving how information is organized, prioritized, and presented. Those insights informed updates to the look and feel of the statement, stronger calls to action, and clearer explanations that make it easier for patients to understand their balance and determine next steps.
We have taken a similar approach across the digital experience. From login and homepage design to key actions like updating insurance information or selecting payment options, we continue refining the experience based on how patients actually engage with it. In many cases, the work is not about introducing something entirely new. It is about making existing tools easier to find, easier to understand, and easier to use.
That has been especially true with payment plans. Flexibility has long been important in the patient financial experience, and patient feedback has helped us improve how those options are presented and accessed. By making available options more visible and intuitive within the experience, we can better support patients in choosing a path that works best for them.
The same principle guided enhancements to the insurance update workflow. Feedback showed us there were opportunities to make the process feel more straightforward and guided. In response, we refined the experience to better walk patients through each step, helping reduce confusion and improve completion.
For us, the value of patient feedback is not in confirming what we already believe. It is in revealing how the experience is actually being received, so we can keep improving it in practical ways.
When patients can more easily understand their bill, update their information, and act with confidence, the impact extends beyond the patient experience itself. It supports stronger engagement, better satisfaction, and better financial outcomes for providers.
The voice of the patient remains one of the most important inputs in how we innovate. It helps us stay close to what people need, and it ensures our work continues to evolve in ways that are meaningful, measurable, and grounded in the real experience of the people we serve.
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Jason Mazeika, Vice President of Patient Experience, leads initiatives that enhance the patient financial journey, using feedback and data to improve clarity, accessibility, and overall satisfaction across every patient interaction.
