Digital Billing and Payments Aren't Just for the Young

Introduction

There’s a persistent myth in healthcare that older patients won’t, or can’t, use digital payment options. We hear this objection across the board, from community hospitals to physical therapy clinics, chiropractic offices, and physician groups. It’s one of the most consistent pushbacks our team encounters. But while this concern is widespread, it’s not supported by the data and it doesn’t align with what we’ve seen across thousands of providers using PatientPay.

In reality, older adults are not just open to digital tools. They’re actively using them. For proof, it's not necessary to look beyond grandparents. In today's world, if grandparents aren't texting, they probably aren't keeping up with the grandkids.  

The gap between perception and reality is creating missed opportunities for organizations that assume digital engagement is only for the younger generation.  

The Myth vs. the Data

Widespread Smartphone and Internet Use

According to the Pew Research Center and Retirement Living, 91% of adults aged 50+ own a smartphone, and 61% of those 65+ own one as well (Pew Research, Retirement Living). Among those who do, 98% use their smartphone daily for browsing, shopping, communicating, and banking (Creating Results).

Even more striking, 88% of seniors over 65 are now online, and the average adult over 50 uses seven different connected devices (Pew Research, AARP).

Willingness to Pay Medical Bills Digitally

According to industry research, a significant number of older patients are already paying medical bills online, and many more say they would if given the chance. A growing portion of older adults prefer at least one digital payment feature, including the ability to:

• Keep card information on file

• Enroll in flexible payment plans

• Use automatic payments for recurring charges

These trends indicate that older patients value convenience, flexibility, and security just as much as their younger counterparts.

A McKinsey study also found that 82% of U.S. consumers used digital payments in 2021, and older adults are increasingly participating in this shift (McKinsey). Our own data shows that there’s only 2 percentage point difference in usage of digital communications and payments between age-segmented audiences.

Real-World Insights from PatientPay

At PatientPay, we’ve seen these patterns play out across thousands of healthcare providers and millions of transactions. 70% of all payments on our platform are made via mobile devices, and many of those come from older patients who appreciate our app, free, frictionless experience.

More importantly, providers using PatientPay often see their payment times drop from the typical 45 to 60 days to under 14 days (BusinessWire).

These results are consistent across patient age groups because when digital tools are simple, secure, and convenient, they get used.

Key Considerations for Providers

While the data is encouraging, disparities still exist, particularly based on income, education, and geography. Rural seniors and those with limited broadband access may face more barriers, but research shows that attitude, perceived usefulness, and ease of use are the biggest drivers of digital adoption (PubMed, Nature).

That’s why design matters. Platforms must be:

• App, free and accessible

• Clear in communication

• Customizable to patient preferences

• Secure and HIPAA, compliant

Final Thoughts

It's Time to Rethink the Assumptions

Older adults are already active users of smartphones, the internet, and digital payments. The idea that they are digitally resistant is not just outdated. It’s incorrect.

Across our work with thousands of providers, from large health systems to independent practices, we consistently see older patients engage with digital tools when those tools are thoughtfully designed. When barriers are removed and preferences are respected, seniors opt in, complete transactions, and appreciate the ease and flexibility that modern platforms provide.

Healthcare organizations that continue to rely solely on paper billing or passive portal strategies risk needlessly alienating a growing, tech, savvy segment of their patient base. By offering digital first, flexible options that match the expectations of modern consumers of any age, providers stand to improve financial performance while concurrently increasing patient satisfaction.

Let’s not wait for more data to tell us what we already know. It’s time to meet older patients where they are: online, mobile, and ready.

Want to learn how PatientPay can help you modernize your payment experience and improve patient satisfaction across all age groups? Contact us today to explore how we can support your organization’s digital transformation.