Digital Check-In Payments

As Product Manager, I led the end-to-end development and launch of digital payment capabilities within our patient check-in experience, allowing patients to seamlessly pay co-pays and outstanding balances prior to their visit. This initiative addressed a significant pain point in the patient journey, where payment was historically handled in-person, often causing front desk congestion, delayed processing, and lost revenue opportunities.

I recognized that integrating payments directly into digital check-in would not only streamline operations but also improve cash flow and patient satisfaction by offering a convenient, contactless option. The project required careful orchestration across product, engineering, revenue cycle, compliance, and patient experience teams to deliver a secure, user-friendly solution.
Key areas of leadership included:

• Product Strategy: Designed an integrated payment workflow that supported real-time balance presentation, partial and full payments, and digital receipts, all within the existing check-in flow.
• Technical Execution: Collaborated with engineering and payment tokenization partners to build a robust transaction workflow, all within a framework that maintained PCI compliance.
• Stakeholder Alignment: Worked closely with finance and revenue cycle teams to ensure payment capture aligned with organizational processes and backend systems.
• User Experience: Focused on creating a frictionless, mobile-friendly payment interface that reduced barriers and improved patient adoption.

The result was a fully integrated digital payment solution that increased upfront collections, reduced in-clinic wait times, and enhanced the overall patient experience. By simplifying the payment process, we helped providers capture revenue more efficiently while empowering patients with greater flexibility and transparency.