As the United States’ premier health insurance exchange billing vendor, NFP Health provides financial and technology solutions to state-based health insurance exchanges ranging from premium billing and end-to-end enrollment, to carrier reconciliation and contact centers.
Prior to working with PCI Pal, NFP Health faced several challenges:
- Customers were limited to making payments during business hours, creating friction in the payment experience
- A large subset of contact center agents responsible for taking manual card payments over the phone
- Rising pressure to ensure security and compliance while simultaneously improving customer experience
With PCI Pal, they were able to solve all three, getting the whole system up and running quickly and without disruption to their existing systems.
According to Jeff Stoddard, VP of Information Technology at NFP Health:
“Since implementing PCI Pal, we’ve improved customer experience, protected revenue through reduced call abandonment, and eliminated agent errors in payment processing.
Most importantly, we don’t store any customer payment card data in our environment, completely eliminating that risk. This removes the burden from agents — whether office-based or remote — to handle sensitive card data, and we can clearly demonstrate to clients how we’ve addressed payment risk while enhancing customer experience.”
By partnering with PCI Pal, NFP Health transformed their payment operations, eliminating call abandonment issues, payment errors, and security risks while enabling 24/7 customer access. NFP Health now operates with a future-ready payment infrastructure that scales with their growing business while maintaining the highest standards of security and compliance.
Want to learn more about how PCI Pal was able to transform the healthcare payment experience for NFP Health? Read the full case study below.
