Support Providers on the Front Lines

5 Things You Can Do to Support Providers Through a Health Care Crisis

A healthcare crisis like coronavirus (COVID-19) takes a toll on all of us – payers, members, and providers. But it’s the providers on the front lines who are ensuring that your members are cared for. And while this includes those members who are directly impacted by COVID-19, it also includes those who present with chronic conditions and unrelated healthcare needs. Providers have their hands full, and your ability to support their efforts is critical.

In an effort to help you do that, here are some important actions you can take to support them. Below are 5 ways you can use your engagement platform to streamline and simplify your providers’ interactions and workflows so they can focus their time and attention where it matters most–delivering clinical care.

1. Support Members

One of the most important things that you can do is to make meaningful content and valuable resources available to your members–providers’ patients. These measures engage members in their own care, and when appropriate, may guide them in making informed decisions about when and where to seek treatment–at their PCP, urgent care facility, emergency room, or via telemedicine.

Take a minute to read our blog about supporting members during a crisis here.

2. Leverage the Provider Portal

Before they’ve even logged in, you have providers’ undivided attention on your welcome page. Use that space to share messaging about how your organization is responding to the crisis and to highlight any specific tools and resources you’ve made available.

Once they are logged in, you can use splash screens to push providers directly to specific content, FAQs, actions, or contact information.

3. Make Communication Easy

Secure Messaging

Your platform is the most convenient way to conduct two-way communication with providers and their admins. With HIPAA compliant secure messaging, you ensure that they can quickly and easily send and receive information about member care.

Alerts & Notifications

Use your platform to push alerts and notifications so providers know when you need them to respond to or prioritize something. This increased visibility ensures that important documents and data don’t slip through the cracks and that providers don’t inadvertently delay time-sensitive issues.

Interactive Voice Recognition

If you’ve implemented interactive voice recognition (IVR) into your platform, your providers no longer have to call you and wait on hold to request eligibility and claims information. Instead, they can automatically and efficiently perform basic transactions and have the information faxed to them immediately.

4. Simplify Inquiries

Document & Report Distribution

Instead of faxing and emailing documents (or reports) back and forth, which creates opportunities for important information and forms to be misplaced or buried, use your portal to conduct these transactions.

Eligibility & Benefits

While the entire healthcare industry works together to figure out what is covered and when, providers need a convenient and efficient way to confirm members’ eligibility and benefits. Make sure to keep this information up-to-date on your platform and alert providers when there’s a change.


During the healthcare crisis, providers’ still have to complete their usual workflows but their time and capacity to do so is reduced. Make sure they know that they can use your platform to conveniently check and investigate claims.

5. Streamline Submissions


Authorizations are among the most inefficient transactions in healthcare, and worse, if performed manually can result in errors and cause delays in care delivery–something that can’t be tolerated, especially during a healthcare crisis. If you’ve implemented Authorization Submissions in your platform, you can support providers with pre-populated forms, an electronic submission process, and real-time status responses.

Express Requests

Make sure your providers are using Express Request forms to electronically submit comments and questions about claim status, authorizations, or eligibility and benefits information. This function allows you to quickly collect all of the information that you need to provide a thorough and expedient response.

We Are In This Together

We know that you’re working harder than ever to support your members and providers throughout this healthcare crisis. And we’ll continue to be here supporting you and your platform.

If you’re a Healthx customer and would like help implementing any of the capabilities mentioned above, please reach out to your Customer Experience Analyst or visit HxConnect, an online community where we can continue to learn from one other using resources, conversation, and best practices. If you use the single sign-on service through your Healthx administrator account to access HxConnect and would like to log in directly, select the “Forgot your password?” link and follow the instructions.

If you’re not a Healthx customer and would like to implement or know more about any of these proven, reliable capabilities click here to talk to us.

We also welcome you to join the conversation with us on Twitter @Healthx #bewell where we will post data and information as it becomes available.