What do users want to see in a better payment processing platform?

Physician practices today operate in an increasingly complex financial environment, where collecting payment can be just as challenging as delivering care. From rising patient responsibility and fragmented billing systems to growing administrative burdens, payment workflows have become a major source of strain for independent practices and health systems alike. What should be a straightforward process is often slowed by outdated technology, opaque payer rules, and patient expectations shaped by more seamless payment experiences in other industries.

As a result, many practices struggle with delayed revenue, staff burnout, and patient frustration. Despite years of discussion about improving the payment experience, meaningful change has been slow. Longstanding infrastructure, competing priorities, and the difficulty of coordinating across payers, vendors, and internal workflows have left many organizations stuck with incremental fixes rather than true modernization.

Medical Economics spoke with Roshan Patel, founder and CEO of the health care payments company Arrow about the biggest pain points in physician payments — why they persist, what has prevented lasting solutions, and how expectations are evolving.