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 If everyone is working off their own data sources, the potential for manual errors, duplicates, outdated information, and other inaccuracies increases exponentially.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.