Your health plan provider portal is where almost every employee at a healthcare provider will interact with your company every single day. Workers at provider offices spend a majority of each day logging onto various provider portals, anywhere from 6 to 16 per week. Based on a study done in 2013 by the U.S. Healthcare Efficiency Index, this leads to enormous amounts of wasted time, especially considering how clunky and hard-to-use many of these provider portals are.
To a provider, your portal is the primary method of interaction with your company. Every time they log on to your health plan provider portal they are interacting with your business, and if they have a negative experience, their satisfaction levels will go down.
So to help you improve the user experience of your health plan provider portal, we’ve put together a list of the top 3 things that healthcare providers want from their portals, allowing you to gain better insight into the needs of your member providers.
1. Your workflows must be optimized
Most healthcare providers don’t just want a massive number of features thrown at them – this can cause confusion, and make portals difficult to use.
When tracking the satisfaction and adoption of a new provider portal, it is important to analyze how they impact the workflow and how it fits into the daily office operations. It is ideal to slimplfy the portal for healthcare plan providers so they feel compelled to use it.
The key to intuitive workflows is simplicity. Your company should work to eliminate things like multiple logins on the same provider portal and dedicate time and money to improving the User Experience (UX) of your portal. If you do, you’ll certainly find that your healthcare providers have an easier time using your portal – and their satisfaction will increase.
2. Administrators want up-to-date, accurate information
Information overload is not just inconvenient. It can be harmful, especially if said information is outdated. If your portal has a lot of outdated information that’s irrelevant to provider office staff, the chances are that they will have no option but to pick up the phone and call your company costing both you and them valuable time.
To avoid information overload, it’s important that health plan provider portals are kept up-to-date, with plenty of plan coverage information, information about benefits for every specialty covered by your group, and an easy-to-use referral service that aids office staff when navigating the narrow health networks that are common among modern health plans.
By providing the right information to provider staff at the right time, you can increase their satisfaction rates, ease-of-use of your portal, and streamline their processes, saving both time and money.
3. Streamlined electronic payer/provider collaboration
Manual payments and collaboration between payers and providers are extraordinarily inefficient. According to the same 2013 U.S. Healthcare Efficiency Index study:
“…the costs of necessary business transactions – such as claims and billing, and benefits verification and authorization – remain too high…”.
This report suggests increased automation of such administrative tasks, and healthcare provider employees agree. Despite the availability of high-tech health plan provider portals, a significant portion of communication is conducted using “snail mail” and fax machines.
It is estimated that administrative staff spends over 2 hours each week performing such tasks, which could be quickly eliminated with the proper portal tools.
Allowing payers and providers to collaborate more efficiently when communicating costs, coverage, and billing could lead to massive increases in provider efficiency and a much higher satisfaction rate for all involved.
Integrate payments into your provider portal – and boost healthcare provider satisfaction
Simplifying payments and billing is a top priority for healthcare providers. Billing and payments are an administrative burden. By using a more efficient payment solution you can reduce costs that lead to reductions in the time it takes to deposit and reconcile payments. Advanced payment services, such as Deluxe eChecks, offer an easy process for providers to receive their checks and the EOP/ANSI835 simultaneously.
Providers that use Deluxe eChecks have seen a 70% reduction in the time it takes to deposit and reconcile those payments. By integrating payments into your provider portal, healthcare providers are sure to see a massive increase in satisfaction.