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12/7/2021 0 Comments 8 provider data management solutions that help get injured workers back to work By April Stiles... For Workers’ Compensation companies, providing immediate access to accurate and quality provider data is a critical step to get injured workers back to work quickly. By establishing an intuitive process to manage provider data, organizations can easily assist injured workers in locating quality providers on site, online or via mobile access so that they can seek medical treatment as soon as possible. It is important to empower claims professionals and case managers with the digital solutions they need to optimize workflow, assist injured workers, and control medical claims costs. Here are eight solutions that can help organizations get injured workers back to work quickly. Compliant, innovative provider directory Ensuring that injured workers can quickly access the care they need to return to work, is achieved by providing a provider directory solution with accurate data The solution needs to comply with State specific and Federal requirements. Successful teams find that provider directories that not only accurate provider data but also include advanced filtering capabilities that apply pre-determined criteria to prioritize provider search results, effect outcomes and overall medical claims cost. Programmatic provider data cleansing Inaccurate provider data can lead to a frustrated injured worker and the possibility of attorney involvement. When choosing a solution for cleansing and validating provider data, organizations should look to solutions that are:
Fast referral management Improve workflow and reduce medical claims costs with a cloud-based provider referral management portal that will seamlessly integrate all of your preferred vendor partners for over twenty (20) different service categories in one intelligent management portal. With the right solution you can optimize workflow and reduce the need to log into multiple vendor websites or sending email or fax referrals. Easy digital resource access Empower your claims professionals and nurse case managers with access to all their workers’ compensation internal resources and partners’ services. Improve productivity by keeping digital solutions at their fingertips. An intuitive portal can help to centralize all your claims and referral resources into one dashboard with easy, single sign on. Accurate panel cards and worksite poster Accurate, state compliant panel cards and worksite posters are essential in getting injured workers to the right providers and reduce medical claims costs. Reduce noncompliance risk and attorney involvement by choosing a partner who understands State specific requirements and can keep provider data accurate and up to date. Online chat Enable a chat bot within your provider directory to assist injured workers with their decision making. Be sure to choose a chat bot that can manage a series of conversations, and answer questions through insightful interactions. A savvy chat bot can assist injured workers by engagingly pointing them to the best healthcare providers for their medical needs. Health ticketA great way to control medical claims costs is by providing electronic and hard copy Workers’ Compensation ID cards that display managed care and relevant information to the injured workers. Be sure to find a solution that gives you the ability to brand each health ticket with your logo, brand colors, and your preferred providers. IntegrationSince data exists in many disparate systems it is important to stay connected! It is important to ensure rapid deployment of data solutions. Find a vendor/partner with the ability to leverage existing integrations with hundreds of companies that service the workers’ compensation market. Perspecta can has the expertise and solutions to help your Worker’s Compensation organization improve workflow, reduce costs, and get injured workers back to work.
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 Provider data is a critical revenue generating asset for health plans, health systems, and workers compensation organizations. An essential process for ensuring data accuracy is provider roster management. Roster management enables organizations to associate or disassociate a provider with whom they are currently affiliated with or in the process of contracting, to include within their provider data management ecosystem. The impact of inaccurate data includes:
As a means to stay ahead of data accuracy, provider practices spend more than $2.7 billion and health plans spend more than $2 billion annually on inefficient and redundant work to ensure accuracy of directory data. The multiplicity of managing provider data is a contributing factor in the failure or success of a provider data infrastructure. Provider data is exchanged in almost as many formats as there are exchanges; and rarely does an ecosystem of provider data conform to a single set of standards. Because provider data is so broad and varies widely, the complexity required to recognize and address these inconsistencies when it comes to provider roster management can overwhelm manual, deterministic approaches -leading to many data conflicts, data errors, or dead-ends. This is further complicated by provider network expansions and changes causing provider dataset volumes to grow, with new datasets coming from additional disparate systems. As a result, the natural variations that arise require logic to become increasingly capable of adapting to these variations and changes. A logic that has typically required a costly internal IT lift, deep subject matter expertise for analysis, and time-consuming manual intervention. Until now. Machine learning empowered provider roster management in the proven way forward offering programmatic data logic, matching, and validation. How do we define Machine Learning Machine learning is a subset of Artificial Intelligence (AI) that provides systems the ability to automatically learn and improve from experience without being explicitly programmed. Machine Learning operates without human bias or time constraints, computing every data combination to understand the data holistically in both its short term and longitudinal evolution. What does machine learning powered provider roster management look like?A machine learning enabled infrastructure can reduce the resource related costs and effectively manage fluctuating provider data. It is important to collect provider information from various trusted sources. Confirming the accuracy of these details is a pillar of master provider data management. Data collection, consumption, transformation, and validation helps to ensure that analytics engines are informed by meaningful information. Here is what a machine learning process works:
Final word Collection of comprehensive provider data is critical to identify and corrects data gaps, duplicates, and outdated information. Yet the multitude of provider data sources combined the disparity in formats and structures can create a challenge for collection and consumption before roster management can even begin. However, the machine learning powered “data machine” employed by Perspecta can better consume and process provider roster data from any source or format to cleanse and transform it into a standardized, accessible framework.
Perspecta’s process supports quarterly provider attestation and validation to stay ahead of evolving CMS “Transparency in Coverage” mandates via the “No Surprises Act,” and other compliance regulations. As a trusted provider data expert, Perspecta can more efficiently and effectively take on the provider roster management workload, apply machine learning and expertise to help health plan, health care and workers compensation organizations reduce costs and free up internal resources to focus on other essential areas of their business. Let us simplify your provider roster management process with our Machine Learning (ML) powered solution. Our proprietary algorithms continuously learn and improve through experience and the processing of provider data. It consumes, aggregates, maps, and harmonizes data from all of your disparate sources and formats, over and over again. 11/11/2021 0 Comments Zing Health chooses Perspecta to optimize provider roster management with machine learning Medicare Advantage insurer Zing Health has chosen Perspecta LLC, an innovator in provider data management solutions, to make its provider directory more accurate and reliable using artificial intelligence and machine learning. Zing Health’s advanced approach to health data aims to improve care access and quality for under-resourced populations. Perspecta’s Roster Management 3.0 solution applies machine learning techniques to intuitively distill Zing Health provider data from hundreds of doctors, clinics, and hospitals into an accurate, uniform format. Perspecta’s process employs both digital algorithms and programmatic verification to confirm hospital affiliations, medical specialties, locations, and other essential information; thus automating a previously cumbersome manual process and freeing up valuable IT resources to focus their attention elsewhere. “Access to care requires an up-to-date provider registry in an easy-to-use format,” said Dr. Eric E. Whitaker, Zing Health founder and CEO, named by Modern Healthcare this year as one of the nation’s Top 25 Innovators. “Perspecta’s provider data solution gives our members confidence in choosing doctors and allows us to deliver better value in our health plans.” Members will get the same accurate information on Zing Health’s Medicare Advantage network by accessing Zing Health’s online directory, calling its consultants directly, or working through independent insurance agents. The Perspecta-validated provider data takes the guesswork out of choosing the best doctors and medical providers. “With our master index of authoritative data and third-party sources curated by machine learning, Perspecta can continuously update and maintain high-quality, accurate provider roster data for Zing Health,” said April Stiles, Perspecta’s chief operating officer. “A reliable provider database not only removes consumer frustration, but also meets state and federal requirements and allows Zing Health to pay medical providers quickly.” Zing Health coverage for Illinois, Indiana, and Michigan residents includes an expanding provider network; special needs plans for beneficiaries with chronic conditions; and services such as dental and vision care not covered by traditional Medicare. By giving members access to quality healthcare providers, customized care plans, and answers to all their questions, Zing Health increases health equity in under-resourced populations. About Zing Health
Zing Health Holdings Inc. is a groundbreaking tech-enabled insurance company making Medicare Advantage the best it can be for those 65 and over or with long-term disability. It's easy to get lost in the mix at big insurance companies. Zing Health's community-based approach addresses social determinants of health to keep individuals and communities healthy and returns the physician and the member to the center of the healthcare equation. This gives each member personalized care and service tailored to their singular needs. Members also receive individualized assistance to make their transition to Zing Health as easy as possible. They can create personalized plans, access facilities designed to help them better meet their healthcare needs, and work with a dedicated care team. For more information on Zing Health, visit www.myzinghealth.com or call 1-866-946-4458.  Provider directories are often riddled with inaccuracies, burdening everyone who attempts to access this crucial data. Whether it is patients, providers, or healthcare personnel, errors in provider data prove to be a major roadblock for everyone in ensuring network accuracy and adequacy. A 2016 study by a research group at West Virginia University tested California health insurance directories, posing as patients and attempted to make appointments with 743 primary care physicians listed in California health plan directories. These “secret shoppers” were unsuccessful 70% of the time. * Without proactive management paired with the right technology, the quality of provider data degenerates quickly. The consequential results accompanied by inaccurate data are as follows:
It is important to understand the potential downfalls of inaccurate provider data in order to ensure that your organization has the best provider data management solution in place. Health plan relationshipsInaccuracies in provider data adversely affect the relationship between a health plan and its members. When evaluating the root cause of poor member experiences, many of them can be traced back to erroneous network data. Members rely on health plan directories but inadequate provider data can lead to dissatisfaction and increased healthcare costs. Health plans require provider data validation to have a confident relationship with their members. The change must start with improvements in the quality of data from plans and providers. Some of the more innovative provider data management organizations are turning to machine learning to optimize data cleansing and roster management. As dataset volumes grow and the data are sourced from more systems, the natural variations that arise require a logic that can become increasingly capable of adapting to the variations that occur naturally. Exposure to sanctions and lawsuitsWith faults in provider data accuracy, compliance is at risk. Health Plan and Workers’ Compensation organizations face the possibility of being exposed to regulatory sanctions and potential lawsuits when their data is not accurate. Regulations on both the Federal and State level are in effect that allow CMS to fine health plans for errors in directory data. Along with regulatory fines, health plans are faced with lawsuits, where consumers are attempting to reclaim damages done to them caused by incorrect provider data. Provider data must be maintained to the highest standards of accuracy to comply with regulations. Impact on everyday business functions
Price of operational inefficiencies
Impact on care qualityInaccurate provider data impacts care quality. This poses a risk to both members and organizations. In the age of healthcare transformation, provider data plays a critical role. A provider directory serves as a digital storefront that members and consumers enter to begin their healthcare journey. Typical errors, such as wrong phone numbers and failure to remove providers who are no longer in-network make it difficult for members to find the care they need, and starts off a potential member’s relationship with the health plan on the wrong foot. This not only leads to dissatisfaction, but it can also lead to delays in care which can adversely impact overall outcomes..
Provider data is a critical part of your business, so it is important to find a partner that really knows the industry and challenges you face. As an innovator of provider data management, Perspecta has the expertise and digital solutions to take on the workload more efficiently and effectively, helping you reduce costs, and free up internal resources to focus on other areas of your business. by April Stiles... Attempting to traverse through the ever-changing, quagmire of provider data can be a resource-intensive, tiresome task. As it is a crucial aspect of the health plan and workers compensation internal operations, it is imperative that provider data be managed efficiently so as not to burden those who rely on its accuracy, such as internal and external stakeholders, regulators, and consumers. Provider data management solutions ensure the accessibility and accuracy of network data, so that those who need access to information can dodge the obstacles for an effortless, efficient experience. Provider data management solutions ensure the accessibility and accuracy of network data, so that those who need access to information can dodge the obstacles for an effortless, efficient experience. These four components of managing provider data are essential for a seamless and accurate stockpile of network data: 1. Secure Data Hosting 2. Data Scoring 3. Data Cleansing 4. Roster Management Enlist secure cloud-based data hostingOn premise has “lost the battle” to cloud-hosted solutions. The workload and cost associated with hosting internal provider data is not worth its inefficiency. External data hosting is much safer, simpler, and more cost effective (from a true total cost of ownership), to keep provider information consistent, clean, and up to date. Through a cloud-based master index, provider data can be securely transported across an organization, improving access and accountability with a “single-source of truth” By outsourcing provider data management to a trusted partner, healthcare organizations increase data accuracy, while reducing spending and frustration. The return on investment of an external data management solution is significant and compelling, making it essential to efficient PDM. Benchmark and score your dataThe dynamic state of provider data often results in the need for continuous validation and correction. To gain clarity on the state of provider directory data, a data scoring solution helps organization benchmark their data and know where to focus their efforts. A data scoring solution provides insight into what needs to be scrubbed, standardized, and validated. Ideally, it should leverage Artificial Intelligence (AI) and Machine Learning (ML) to compare data against diverse, proven sources of accurate provider data, such as a master data index and third-party sources for validation. By first evaluating data, organizations can take the next step in provider data management - data cleansing.  Using artificial intelligence to scrub provider data to the single attribute level enables a better outcome vs. traditional data cleansing approaches. Cleanse data at the single attribute levelInaccurate provider data poses complications to consumers, providers, health plans, and partner experience. For this information to be reliable, it is imperative that the data be cleansed of errors and inaccuracies. This too, can be a labor-intensive process, and requires a detailed cleanse of every single aspect of data. A smart analytics solution benchmarks the current state of provider information, which helps pinpoint what needs to be scrubbed. AI-enabled data profiling then automates the identification of metadata and matches data down to the single-attribute level for more reliable provider data cleansing. Most groups abandon cleansing data down to the single attribute level, because it is extremely challenging to do so given that usually the ideal source for one data attribute is separate from another attribute. This process requires a complex understanding of hundreds of potential data sources, and which to prioritize. But the juice is worth the squeeze, which is why Perspecta has chosen to go the extra mile for our customers and incorporate over 700 different databases to get the ideal source for each data attribute. Being a vital part of your business, brand, and customer experience, provider data needs to be cleansed and checked frequently to include quality checks of the information to oversee errors that may be faced during processing. Optimize Provider Roster ManagementManaging a provider roster is very labor intensive. With stakeholders across your organization working off their own data sources and making updates to a spreadsheet, system, or even paper documents, errors and inconsistencies are more certain to happen. In addition, the process requires follow-up with providers to provide data changes and validate accuracy. Is there a better way? Enlisting a trusted provider roster management partner can more effectively manage the process, freeing up internal staff for other important aspects of their work queue. AI and Machine Learning (ML) can be a significant value-add for the provider roster management process. An experienced partner can better manage multiple provider data rosters by accessing their own master database, 3rd party sources, and validation process. This results in happier consumers, more efficient internal stakeholders, and a reduction in compliance risks. Don't be burdened by provider data management. Let us take care of your provider network data hosting, benchmarking, cleansing, and roster management. Call Perspecta for a demonstration.
5/5/2021 0 Comments How the “No Surprises Act” impacts provider directories, price transparency, & health coverage IDs by Joey Kennedy... The No Surprises Act was signed into law on December 27, 2020 as part of the Consolidated Appropriations Act of 2021 (H.R. 133; Division BB – Private Health Insurance and Public Health Provisions). The No Surprises Act addresses “surprise” medical billing at the federal level. Out-of-network billing, or “surprise medical bills” are usually the balance between what the individual’s insurer pays for the out-of-network care and what the provider charges for the services. Simply put, the act states that patients should not be responsible for out-of-network costs they did not agree to pay. The Departments of Health and Human Services, Treasury, and Labor will be releasing regulations and guidelines for the implementation of these provisions before the largest sections of the legislation go into effect on January 1, 2022. The impetus for changeThe legislation is designed to address the challenge for patients which result from receiving unexpected medical bills attributed to gaps in insurance coverage for medical services provided by out-of-network providers at an in-network facility or hospital. This occurs most commonly from Emergency Department (ED) visits and second most commonly in-network hospital admissions. A study from the Kaiser Family Foundation (KFF), found that the number amount of “surprise medical billing” for ED visits increased from 32.3% to 42.8%. and increased from 26.3% to 42.0% for inpatient admissions between 2010 to 2016. KFF estimated that an 18% of ED visits and 16% of inpatient hospital visits resulted in a minimum of one out-of-network medical bill. What you need to knowThe “No Surprises Act” calls for price transparency, consent for out-of-network costs, and accurate, accessible provider directory data. The provider data management takeaway is that health plans will be required to establish a verification process to ensure accurate provider directories. In addition, they will need to enable a response protocol for individuals inquiring about the network status of a provider, and they are required to have publicly accessible provider databases. Here are some additional highlights of what is required from providers and health plans effective January 1, 2022.
The American Hospital Association (AHA) provides a detailed summary of the legislation which can be downloaded here. Provider Data Management approach to assist in “No Surprises”This comprehensive legislation addresses surprise medical billing at the Federal level also creates an additional burden for provider data management as defined in these three sections.
SECTION 107: Transparency regarding in-network and out-of-network deductibles and out-of-pocket limitations on health coverage identification cards. Reproduce digital and printed health coverage ID cards (health tickets) with clear cost transparency on all plan deductibles, including in-network and out-of-network deductible amounts; and the maximum limits on out-of-pocket costs, including in-network and out-of-network out-of-pocket cost limits. In addition, it is required to include a telephone number and web address for consumer assistance information, including information on in-network providers Recommendations: Enable digital data capture of consumer data and corresponding plan information via an online self-service health coverage ID solution. Ensure the visibility of all plan deductibles and out-of-pocket limits along with a telephone number and web address for consumer assistance. SECTION 114: Maintenance of price comparison tool Maintain online price comparison tools that will allow patients to compare expected out-of-pocket costs for items and services across multiple providers. Recommendations:
SECTION 116: Protecting patients and improving the accuracy of provider directory Health plans will be required to establish a verification process to ensure accurate provider directories. In addition, they will need to enable a response protocol for individuals inquiring about the network status of a provider, and they are required to have publicly accessible provider databases. Recommendations:
Perspecta is uniquely positioned to support health plans and providers in meeting and exceeding these new legislative requirements before the 2022 deadline. Perspecta is a provider data management industry leader, offering solutions that deliver optimized user experience, data accuracy, access, regulatory compliance, and return on investment. P.S.: If you have questions about how the No Surprises Act, I'd be happy to chat and provide a FREE consultation. Feel free to schedule a meeting with me here.  by Sean Healy... Provider referrals management is a strategic balance of getting the best clinical outcomes while controlling overall claims cost. This starts by creating and managing a high-functioning provider and partner referral network to ensure beneficiaries and members receive the best in-network care when and where they need it. Ensure a high-performing referral networkReferral networks should be measured on clinical outcomes, ancillary utilization, and proximity to the beneficiary or member. High-quality providers offer the lowest-cost and appropriate, high quality care. As such, claims adjusters and case managers need a way to quickly identify providers that match the beneficiary’s coverage plan to find the best specialists and ancillary providers that offer accessible appointments and locations. Enable provider and partner referral insightsData and analytics help to optimize referrals management by continuously assessing the referral network. Analytics data can provide claims managers and care managers with clear insights into why and when beneficiaries should be referred to a particular provider and which partner offers the most efficient and cost-effective service. Prioritization should consider price, location, rating, and outcomes to control costs while improving outcomes and satisfaction. In addition, an intuitive referral management solution can help an organization monitor the time it takes for beneficiaries or patients to obtain an appointment or if there has been a change in the provider practice in order to expand its preferred provider network as demand increases. Continuously check and update provider informationAccurate provider data is critical in referral management. Inaccuracies are the biggest barrier to care and contribute to higher claims costs and risk. It is essential to know if a provider moves from in-network to out of network, has moved, is no longer accepting patients, has an incorrect phone number or address before making a referral. High performing referral networks maintain access to a centralized repository of provider data to ensure referrals to the right provider. A master provider database should be designed to check, cleanse, and manage complex, dynamic data. Centralize referral resourcesWith a provider network varying in specialty, geography, and quality, it is important to keep resources consolidated and centralized in an automated, digital referrals management system. A comprehensive solution should integrate claims systems and provider directory information. Intuitive referral management solutions can even prepopulate provider and claims data to simply the workflow for claims adjusters and case managers.
A high-performing provider referral process should eliminate time-consuming administrative tasks and processes to foster better consumer and beneficiary experience and reduce the cost of care. Learn more by checking out Perspecta's provider referral management solution. The Centers for Medicare and Medicaid Services (CMS) is requiring that Medicare Advantage organizations, Medicaid and CHIP fee-for service (FFS) programs, Medicaid managed care plans, and CHIP managed care entities make standardized information about their provider networks available through a Provider Directory API built via FHIR. Get to know the requirements to ensure compliance.   by April Stiles... Navigating in the sea of disparate provider data is a tumultuous, tedious, and resource reliant endeavor. With data existing in conflicting formats and fragmented attributes, and across various applications across your organization and partners, how do you efficiently transform, cleanse, standardized, and reconcile provider data? For many healthcare organizations, provider data cleansing is like commanding a paper boat at the price of a luxury cruise ship. The variations in formats, exchange, content, and intended use create a tsunami of costs related to internal resources, time-consuming workflows, and regulatory fines. This poses unnecessary obstacles for consumers. providers, health plans, and partners who need access to reliable provider information. So how do you chart a better course? Benchmark data accuracyBefore starting your data cleansing voyage, it is important to benchmark the current state of your provider information. Begin by creating a data repository that collects and maps data elements. Use a smart analytics solution that can identify and score your provider network data to pinpoint inconsistencies, duplicates, and errors. Find an expert provider data profilerWith no industry-standard format requirement, provider data discrepancy detection becomes difficult. An AI-enabled data profiling process can automate the identification of metadata and provide visibility and data matching right down to the single attribute level. Artificial Intelligence helps to pinpoint inconsistencies to assure comprehensive data cleansing. It optimizes the cleansing process by mapping data from source to transformation and finally to destination using commonly used formats Check. Cleanse. Check again.Your cleansing workflow should include quality checks of the information flow to monitor and correct errors that may occur during processing. Data integrity can be ensured with AI-powered data transformation, scrubbing, validation, and transport. A final check and scoring of your data help you establish a higher benchmark for accuracy moving forward. Don't go it alone.Provider data is a critical part of your business, so it is important to find a partner that really knows the industry to control costs and manage the challenges you face. A trusted provider data expert can more efficiently and effectively take on the workload, helping you reduce costs and free up internal resources to focus on other areas of your business. The goal is to reduce costs by automating workflow to continuously clean enterprise data that can be accessed for consumer searches, integration, reporting, and analyses across your organization and regulatory environment.
The value of accurate and compliant provider network data cannot be overstated. Provider Directories serve as road maps to help consumers and their families decide which health plan to enroll in or how to access care the best care for their needs. According to a 2013 Health Reform Monitoring Survey, almost 56 percent of consumers consider a health plan’s provider network to be a very important factor when selecting a health insurance plan.
Data accuracy is not only essential to assist consumer decision-making but it is also an important way for health plans and healthcare organizations to control costs and reduce network leakage. The cost is further compounded by fines from Centers for Medicare and Medicaid Services (CMS) and other government agency reaching as high as $25,000 per beneficiary for data errors. So how do healthcare organizations manage the overwhelming amount of ever-changing provider information? Here are 5 ways to optimize your provider network data for better consumer experience and accuracy compliance.
Simplify provider data management
In addition to consumers, provider network data is critical information necessary for team members throughout your organization. Disparities result from the use of spreadsheets, paper documents, and multiple technology systems. If one person makes an update to their spreadsheet, it may not get shared with colleagues across the organization. If everyone is working off their own data sources, the potential for manual errors, duplicates, outdated information, and other inaccuracies increases exponentially. Provider roster management becomes complicated and endless.
Outsourcing is the answer. External hosting and management Provider directory data hosting and roster management can not only reduce workload, improve accuracy and lessen frustration, it can bring significant return on investment (ROI). By outsource the hosting and provider roster management to a trusted partner, health care organizations benefit from better data governance, more accurate payments to providers, reduced compliance risk, and happy consumers, members, and beneficiaries. Always access "authoritative" data
It is essential that provider directories reflect the most current and accurate information about participating providers and facilities so that individuals can maximize the value of their coverage, and better enable them to make informed healthcare decisions.
A master provider data index is the solution. An effective index process is designed for ongoing lifecycle management of provider data. This data authority should check against its own provider information, as well as third party sources. The process design considers user needs, continuously checks correctness, enables accessibility, ensures availability and keeps data fresh. Know your provider data score
Provider data management is an ongoing process of collecting information, analyzing data, discussing with stakeholders, and sharing with partners and governing entities. It is essential to regularly update, correct, validate, and sync data. With data continuously fluctuating, it is difficult to know were to start.
A data scorecard is a great, multi-tasking solution.
Chat with consumers
Choosing the right provider is a big decision for healthcare consumers. It can become overwhelming. Even with the most intuitively designed provider directory, they may still have questions and require guidance to make the best care decisions.
Why not add online chat capabilities to your provider directory? An AI-enable healthcare chat bot can help to guide customers through the selection process. This eliminates the need to have 24/7 staff coverage of online chat. With prepopulated and configurable Q&As, an automated chat solution can help to answer questions like "Is my primary care physician or specialist in the health plan’s network?" "Which in network hospital is closest to where I live?" A friendly, intuitive online chat bot can help to reduce organization workload, and increase consumer confidence for a better experience with your organization. Get member/consumer feedback
If a consumer or beneficiary has a bad experience due to inaccurate provider information or a negative provider interaction, it is important for you to know about it. Having to navigate through an automated phone system to find the right team member to address this only adds to their frustration. As you know, when a consumer has a unfortunate experience it reflects on your organization.
Solve this challenge by enabling provider rating and a directory feedback solution. These two online solutions help to Increase customer engagement and gain provider insights. If a consumer has fresh information on changes with a provider or a negative experience, make information sharing easier. Feedback and provider ratings are a great way to enhance beneficiary and consumer communication and satisfaction.
Provider data management doesn't have to be daunting. Connect with the experts at Perspecta to understand how to improve your process. We'd love to hear from you.
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