Digitizing Healthcare Refunds: How Providers Can Improve Patient Trust, Satisfaction & Loyalty 

In today’s complex healthcare payments landscape, overpaying on a medical bill is a common occurrence—one easily fixed with a fast, accurate refund. But many providers have been slow to adopt digital payout solutions that streamline healthcare refunds and improve the patient experience. Instead, some continue to rely on costly and outdated refund checks despite most patients preferring digital options.  

Drawing from Onbe’s 2025 Patient Refund Survey to explore the challenges and opportunities of adopting digital payout solutions, let's explore the benefits of modernizing your refund process to gain an edge in the rapidly evolving healthcare marketplace. And why smoother payments are key to the patient experience, helping to promote trust and peace of mind at critical touchpoints. 

Are Patients Satisfied with Their Refund Experience? It’s Complicated. 

Receiving medical care is already stressful for patients. Overpaying for services before their insurance company processes the claim often adds to that stress. So, most patients owed a refund are glad to receive money back in any form. In Onbe’s 2025 Patient Refund Survey, 70% stated that receiving a digital payment from their provider would be an improvement from their current experience, however, 64% receiving their funds by paper check.  

We noted a disconnect between consumers' expressed preferences for more modern payment options and the current methods with which they receive refunds. Over 50% of recipients reported experiencing a delayed, lost or incorrect healthcare refund, leading some to consider changing their providers. Digital solutions reduce human error and are more secure and easily trackable than checks. With the availability of near-instant payment options, a modern solution can also satisfy the 72% of patients who said a faster refund would improve their opinion of their provider. 

Delivering on the preference for digital payments alongside more traditional choices helps healthcare providers stand out with a more streamlined and immediate experience, while preventing lost or delayed refunds that could harm patient trust. Digital healthcare refunds also enhance communication and reduce confusion—nearly half of patients said they’d been unsure why they received a payment, highlighting the importance of timely, branded experiences.  

The Benefits of Digital Patient Refunds

Beyond meeting patient expectations, modernizing the refund process drives operational efficiencies and cost savings for healthcare providers. The majority of patient refunds are issued by paper checks, which can cost as much as $12 each. Bank fees, postage, administrative labor, fraud handling and escheatment contribute to that total—and can be reduced significantly by switching to automated digital payouts.  

Digital payment platforms offer flexible integration options, enabling providers to maintain their current workflows while streamlining and automating the most burdensome parts of the healthcare refund process. Using a payouts gateway such as Onbe’s makes it easy to offer a variety of payment options from a single platform. So, healthcare providers can offer more convenient, choice-driven experiences while simplifying their backend process—a win for them and their patients. 

Overcoming Barriers to Digital Refund Adoption 

While most consumers regularly use digital payments, some continue to rely on traditional methods or are not aware that modern options could make healthcare refunds more secure and convenient. Providers may be slow to embrace digital transformation due to concerns such as meeting HIPAA standards and integrating new payment solutions with their current processes for issuing patient refunds. 

With today’s secure, compliant solutions for automating healthcare refunds, the barriers to going digital are easily overcome. Onbe’s solution enables healthcare providers to meet every patient’s preference—whether it’s the choice of a virtual card the recipient can spend right away, a fast bank transfer, or even a paper check—while helping to reduce program costs and make healthcare organizations less vulnerable to check fraud. Providers gain peace of mind from Onbe’s full-service program management, fraud prevention tools, and compliance expertise. 

As the healthcare landscape continues to face labor shortages and tighter margins, digital payments are an impactful solution for improving operational efficiency and the patient experience. That’s good news for healthcare organizations seeking to gain every advantage in this rapidly changing space—and for patients seeking a fast, reliable and choice-driven refund experience.