Increase Operational Efficiency

Lower expenses by decreasing transaction times

The Problem:
In many cases health plan staff are attempting to assist members in making appointments by phone. Scheduling appointments with providers by phone, however, has proven to be time-consuming and inefficient. Health plans spend as much as twenty minutes scheduling a single appointment through three way calls; much of that time spent “on hold.” When scheduling transportation by phone, the call times can exceed thirty minutes.

Providers’ office hours vary, necessitating numerous attempts to arrange appointments. When health plan staff attempt to contact provider offices after hours or during lunch, they may not be able to make contact at all. Health plans are deciding that three way calls and warm transfers are not getting the job done well. A simple “warm transfer” may not result in an appointment at all.

The Solution:
MyHealthDIRECT is the solution that lowers expenses by eliminating unnecessary and time consuming phone calls to provider offices. Costly three-way calls with providers and members can be eliminated, thereby reducing the time to schedule an appointment from 20 minutes by phone to 3 minutes online. Use MyHealthDIRECT to schedule transportation for members and save even more time.

MyHealthDIRECT also eliminates faxing by enabling health plan staff to electronically attach care management plans and other important documents to the appointment confirmation. Attendance reports are also provided by MyHealthDIRECT so that staff can find out whether a member attended their appointment with a click rather than a phone call.