Partnerships that Drive Quality Care and Improve Patient Outcomes

Like any other organization, communication is crucial for health plans to serve their mission: deliver the best care for their members and improve health outcomes.

Every day, members with healthcare concerns work with their health plans; it is an incredibly personal, human interaction. While technology vendors like us do not interact directly with members, it’s important that we keep the human element at the forefront of our minds and focus our efforts on making the healthcare experience a better one.

One way we do this is by considering time as a critical factor when it comes to a member’s care. Health plans understand that they must treat health-related questions from their members with the same urgency their members feel. Working together, we help our payer customers leverage technology that can increase efficiencies, improve transparency with providers, and enable solutions that quickly meet a member’s healthcare needs.

As a technology partner for payers, it’s crucial that we’re precise and our documentation is clear. We also must communicate the right messages and information to the right people and always give notice of upcoming industry changes or other things that might impact our clients' workflow. Sharing this knowledge allows health plans to prepare and make informed decisions for their business while providing efficient customer services that their members expect.

Our partnership approach was especially important over this past year when many people adjusted to working remotely, and regular communication became an additional challenge. Several of our clients, particularly in Q2 of last year, got pulled into different workgroups and tried to figure out how best to handle COVID-19, plan for additional changes, and keep the business moving forward amidst the chaos.

COVID-19 was just one example of how quickly things can change. While health plans grapple with becoming more agile, technology vendors, too, must anticipate change, adapt, and accommodate evolving customer needs. We value our client relationships and know that maintaining a strong, supportive partnership will ultimately help our health plan customers navigate uncertainty so that they can stay focused on their mission.

10 Ways for Payers to Keep Up with Healthcare’s Digital Disruption

The pace of digital disruption is not slowing down. To adapt as fast as the industry transforms, payers need a trusted technology partner to competently guide the transition to incorporating next-generation solutions that actualize data, improve care quality, increase user satisfaction, and lower operational costs. Download the infographic to learn more about the 10 tactics health plans must embrace to adapt to the rapidly transforming industry.

10 Ways for Payers to Keep Up with Healthcare’s Digital Disruption

About the Author

Chris Duff

Christopher Duff, Senior Director, Client Relationship Management, Burgess, a HealthEdge Company

Christopher Duff brings over 15 years of healthcare IT experience across clinical, technical, UI/UX design, management, and consultative capacities. Chris focuses on relationship management and growth involving internal, client, and government stakeholders. Managing a national portfolio of client accounts representing multi-state BCBS organizations, large payer, and regional health plans, understanding and serving critical client needs has been a consistent thread throughout his career.  Prior to joining Burgess in 2012, he served in analyst and operations roles at UnitedHealth Group. 

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