“One of the best parts of this solution is that we can deliver solutions to our members without having multiple meetings talking about something and then training everyone on what we’re trying to do and then 90 days later executing on something. I call it quick turnaround times on problem solving.”

Director, Provider Systems & Network Support at a major healthcare insurance provider

 Making things more efficient

More than a decade ago, a major healthcare insurance provider realized they had a cost and time issue: They were printing hard copy directories for all of their members. As costs skyrocketed, the provider wanted a print-on-demand solution with a web interface that would reduce costs, meet directory compliance for Medicare, Medicaid and other ACA requirements and improve communications for their members. Also important: a secure way for member data to be transmitted and processed from the provider to T/O’s solution team without compromising any personal member information.

The Challenge

The provider approached T/O’s solution team to provide an online content management solution with a web interface for its members that provided them with the ability to print. The site needed to provide a user-friendly experience for members and have the ability to print on demand, as necessary.

For the provider, there were a few key imperatives:

  1. Ensuring that the data they submitted was correctly expressed in the layout of the directory;
  2. Having the controls to make adjustments on the administrative side, whenever it was deemed necessary; and
  3. Updating data as often and quickly as necessary, with little downtime.

Having worked with vendors where every adjustment cost a fee or data updates took 10 or more days, the provider was looking for a tried and true solution.

The Results

T/O’s team provided a solution that not only delivered upon – but exceeded – the expectations of the provider. The Director of Provider Systems & Network Support at the provider says the biggest differentiator between T/O’s solution and other solutions are that other vendors try to add “bling factors,” unnecessary bells and whistles that may seem cool, but are really difficult to administer and maintain for a variety of customers. T/O’s solution has provided the provider with the opportunity to have an online directory that can be updated as needed. The process was also structured in a way that it is simple to maintain. What the T/O solution has done for the provider is provide a direct way for members to view information and meet all the compliance needs for states, Medicare, Medicaid, etc. In the Director’s opinion, “Simplicity is sophistication.”

The provider team has not had to train staff or members on how to use the T/O solution because it is “so straightforward and easy to use.“ Because the directories are designed for external exposure, one of the Director’s measures of effectiveness is the lack of complaints. And that’s no small feat, considering more than 400,000 members utilize T/O’s solution.

The provider’s team has benefited by utilizing T/O’s solution in one additional way: The Director has not had to leverage his IT team, which provides him with quite a bit of flexibility. He says, “This tool is by far the easiest one for us to work with. When a change is needed, I feel that this group has been very, very reasonable with making changes. Both in hours and dollars.”

Our business is governed by multiple levels of sales prevention tactics (also referred to as MNDAs and NDAs) so we can’t share with you our client names or the exact tactics they have leveraged to achieve these results. What we can do is share with you all of the tools in our tool box and help you leverage the same so you may achieve the results you are looking for.

Highlights


Industry

Healthcare

Solution

Custom Online Content Management Solution
Meet compliance needs in each state for Medicare and Medicaid

Impact

>Increased productivity and efficiency for staff
>Exceptional customer experience for users (lack of complaints from more than 400,000 users)
>Simple to maintain and easy to update

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