Shortlister hosted Suzanne Clough, MD, Chief Medical Officer at ArmadaHealth, to share about their cutting-edge clinical navigation solutions.
Today’s typical referral process is subjective and random. Common resources like provider directories, social media, referrals by family and friends, and even doctors can lead to misinformation, resulting in higher bills, or even mistakes, which can really add up. For a whole host of reasons, unqualified doctors are treating or performing procedures that they shouldn’t be. With the wrong care provider in place, complications from mistakes and unnecessary tests, treatments, procedures and readmissions can end up costing 10x more, or even result in death.
ArmadaHealth is delivering peace of mind by connecting people to the right doctor. They do this by providing evidence-based, objective and accurate guidance and recommendations for members during their patient journey so they can make informed choices about their doctors.
At the core of ArmadaHealth is S.I.E.N.A., their intelligence platform. Over the past 15 years, they’ve been building a knowledge base of the nation’s physicians to generate the most relevant recommendations for a member’s needs.
HIGH TECH, RIGHT TOUCH® APPROACH TO CLINICAL NAVIGATION
Out of the box, ArmadaHealth offers an end-to-end service that guarantees 100% accuracy with their QualityCare Connect product. Experienced clinical navigators interact with the member directly and use enhanced intelligence to find them the best doctors. They then conduct what they refer to as the last mile where they call doctor’s offices to confirm coverage, appointment availability, prerequisites and practice data.
Members can easily access the plan by following a link on their employer’s website to a cobranded or private labeled microsite. They’re immediately able to begin requesting physician recommendations that will then be sent to S.I.E.N.A. and the ArmadaHealth care team to begin their search for the best physician. Members are delighted by the amount of time that is saved, resulting in an outstanding Net Promoter Score of 86, and employers, in turn, will see improved productivity and peace of mind among their population.
NAVIGATION-AS-A-SERVICE APPROACH TO CLINICAL NAVIGATION
They’ve taken this platform and made it extensible so organizations that currently provide referrals can take advantage of the technology and user experience to drive efficiencies. QualityCare Connect can literally be plugged into the current platform and processes and groups can start using it relatively quickly with an infinite number of configurations.
When a plan already has a call center, their agents can access this portal and make requests on behalf of the member as well as view and manage any output from the S.I.E.N.A. process.
ENHANCED INTELLIGENCE WILL CHANGE CLINICAL NAVIGATION
Healthcare data is extraordinarily messy you can’t just turn on a machine and expect accurate, artificial intelligence on the other end. Sure, they take in stats and data, but ArmadaHealth also uses clinical insights from physicians and subject matter experts. They asked questions like What should a profile look like? and How can we make sure these profiles are representing the best physicians possible?
This approach, Enhanced Intelligence, pairs the data science expertise with clinical expertise. Throughout this process, they’re continually refining and learning more about the nations physicians to ensure your members will get the right matches.
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|Who can Access Shortlister?||Versions of the Shortlister app are available for employers and benefits consultants to access detailed information on service providers and issue RFPs.||Anyone can access the basic vendor data listed on the Shortlister public site, free of charge.|
|Do employer & consultant users pay to access Shortlister?||Yes – There is a monthly subscription fee||No – Shortlister's public site has tens of thousands of visitors per month that are researching vendors. They do not pay to access this basic vendor data.|
|Do service providers pay to be listed?||No – Service providers can enroll on the Shortlister app for free.||No – Service Providers do not pay to be listed on the Shortlister public site.|
|Can service providers pay to improve their position?||No – The Shortlister app's matching algorithm is completely neutral & unbiased. It matches employer & consultant users with service providers based on how closely the buyers requirements match the service provider's capabilities.||Yes – ONLY on Shortlister's public site. Service providers can bid to show up higher on listing pages. This is how Shortlister is compensated for the substantial effort it takes to curate this pages and vet vendor data.|
|What if a service provider doesn't pay Shortlister?||Nothing – Service providers don't pay a fee to participate on the Shortlister app and are matched based on how well their capabilities align with a buyer's demographics and needs.||Service providers will still be listed on the pages for the services they provide, they will just be listed below those that have bid to list higher on that particular product page.|
|What about the Top Vendor lists at the top of the product listing pages? Is there a fee to be listed?||Not Applicable – The Shortlister app doesn't display Top Vendor lists because the algorithm generates a custom list based on the customer's needs.||Yes - There is a nominal fee of $50 per quarter that's charged if a service provider is approved for a Top Vendor list. Shortlister evaluates vendor capabilities & market performance data to determine who should be listed. Evaluating this data takes considerable time and effort, so the nominal $50 fee covers the cost of the work it takes to curate these lists. If a vendor applies for a Top Vendor list but doesn’t meet the criteria, they are not charged a fee.|
|Who provides reviews of service providers?||Reviews on Shortlister's app are collected from employers and consultants. Service providers are also able to collect reviews from their customers, once they are validated by Shortlister. When a user is logged into the Shortlister app, they can clearly see the source of the review.||Public site reviews are an aggregation of employer, consultant and provider-collected reviews. There is no way for public site visitors to differentiate the source of the review.|
|Do service providers see information and reviews put in the site by your users?||Service providers cannot see the information put in by Shortlister's consultant and employer users.||Service providers can see information that was collected from their own clients.|