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Independence Blue Cross launches new provider experience initiative

New initiative is focused on enhancing the health insurer’s relationships with providers in the region

Philadelphia – October 5, 2020 – The commitment Independence Blue Cross (Independence) has to its members goes beyond the products, tools, and services it offers. It includes the quality of the relationships the health insurer has with the hospitals, doctors and other medical professionals in its network that members trust and rely on. That is why Independence today announced the launch of a provider experience initiative. The new initiative is focused on strengthening the partnerships Independence has with providers in the region.

“While our existing relationships with the providers in our network are positive, we’d like to further enhance them so we can facilitate higher quality care, a better member and provider experience, and more affordable costs for our members,” said Dr. Rodrigo Cerdá, Independence vice president of Clinical Care Transformation.

Through the Provider Experience Initiative, Independence hopes to do the following:

  • Make it easier for network providers to work with the organization by maximizing efficiency, simplifying day-to-day interactions, and streamlining processes for activities such as claims processing, credentialing, utilization management, benefit eligibility and more.
  • Be a more accessible partner by enhancing bi-directional information sharing, helping network providers better navigate the organization, and assisting them in making clinical care investments.
  • Better align on the overall mission of improving members’ overall experience by listening more closely to providers feedback and developing programs that simplify and optimize value-based models of care.

“This initiative is extremely important to us and we’ve already started making changes, like introducing a new provider engagement application called PEAR Practice Management that will replace NaviNet® web portal and make a real difference in how we all collaborate on care,” said Dr. Cerdá. “We had this initiative underway before the pandemic, and COVID-19 showed both our potential strength in provider relationships and exposed areas that could use improvement.”

Independence will launch five-minute surveys that will be sent to network providers quarterly to help measure their experience working with the organization, new tools and technology that will enhance the way they work and communicate with Independence, increased support on innovations to improve clinical care, and streamlined processes to help them be more easily in contact and have issues escalated.

Diana Quattrone