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November 17, 2004 at 07:00 PM
Smarter Web Sites Help Improve Managed Care Service: Capgemini
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Managed care organizations are using their Web sites to improve self-service options for members while also expanding assistance to providers, employers, group benefit managers, brokers and agents, according to a new study by Capgemini US LLC, Atlanta.
MCO sites are not just improving administrative efficiency, although this is still their top priority, says Capgemini, a consulting and research firm. Health care payers have added product support, such as calculators, to help members and employers manage new consumer-directed health care lines, including health savings accounts and flexible spending accounts, along with disease management programs and e-prescription tools for physicians
Conducted in October 2004, the survey analyzed 97 external, public Web sites offered by MCOs around the country, including Blue Cross Blue Shield and commercial health plans, nonprofit and for-profit plans, small regional plans and national chains. Capgemini also interviewed payer Webmasters to get their views on trends.
Among MCOs adding useful new functions to Web sites, Blue Cross/Blue Shield of Michigan applied its WebDENIS (Dial-in Eligibility Network and Information System) program to handle transactions in high volume, enabling it to cut traditional phone inquiries by 75% from its heaviest employer-users, according to Capgemini.
Blue Cross Blue Shield of South Carolina offered e-prescribing tools for physicians along with a new voice-chatting capability that allows physician staffs to check patient eligibility and other data through their office PCs. Another convenience for providers: a customized directory that stores basic patient information and automatically fills in online claim forms with that information.
Another BCBS organization, Blue Cross Blue Shield of Florida, recently redesigned its site to expand online services for physicians, brokers and employers. Among the innovations: customized reports for brokers such as lead tracking and commission statements.
In general, MCOs broker portals are still limited to providing static information, the study found. However, an increasing number are providing brokers with online access to plan descriptions, marketing materials, provider networks forms and so on. A small number also offer brokers price quotes, enrollment, renewal, billing or the ability to calculate commissions.
