Delivering Quality of Care Insights to Deepen Customer Relationships

The client sought a method for enabling tailored engagement with provider customers regarding quality of care and quality improvement. The client specified that this method needed to integrate existing tools and resources and coordinate engagement efforts among multiple internal stakeholders.

We started by evaluating tools available to the client’s field quality, account, and internal sales teams to determine quality domains of highest interest to the client (e.g., patient risk, treatment profile, medication adherence, hospital admission). Using this information, we created a custom tool focused on provider performance data, incorporating quality of care gaps and identifying engagement opportunities that aligned with the client’s branding strategy.

The tool aggregates performance metrics to the provider level using administrative claims data sourced from more than 150 health plans across the nation, enabling a dynamic model for regional and national benchmarking and for segmentation and prioritization of the client’s key accounts. The metrics also feed into a dashboard of de-identified provider-level aggregate data the client uses to enhance its discussions with customers and introduce educational materials, value propositions and other strategic priorities as it deepens its customer engagement.

The client has established deeper connections with its key customers and is leveraging those connections to increase customer engagement with the products, services, and data resources as well as analysis tools that drive the client’s core business objectives.