We partner with healthcare organizations across the country. Whether start-ups or Fortune 500 companies, we pride ourselves in producing results our clients demand.
A state Blue Cross Blue Shield (BCBS) plan, already the predominant carrier with almost 80% market share, needed to prepare for a unique “private option” Medicaid expansion which would present as many as 250,000 new prospects. The federally-administered exchange was launching at the same time which presented both retention and new enrollment opportunities in the non-Medicaid individual market. The BCBS plan developed a “Go-Blue” and “Stay Blue” strategy which required a larger contact center operation and field sales presence statewide. The client engaged BroadPath to provide telesales, member retention, and field agent support with the understanding that a flexible partnership would be essential to succeed in a dynamic, rapidly evolving environment.
A startup Medicare Advantage plan in eastern Tennessee hired BroadPath to provide a fully outsourced year-round telesales solution. At the time, executive leadership had not selected the core technology platforms to handle CRM and broker credentialing functions. BroadPath agreed to develop a customized salesforce.com CRM platform that would integrate with our telephony system, automate key field agent and telesales functions, handle the broker credentialing process, and facilitate CMS compliance and reporting.
A national Medicare Advantage plan needed additional agents to provide territory coverage during the Annual Election Period (AEP). They had previously worked through the broker agency channel (FMO, SGA, etc) with marginal results and had limited success hiring captive agents themselves. They hired BroadPath based on our national footprint and ability to deliver Medicare-experienced agents quickly.
A Medicare subsidiary of a top 5 health plan needed to increase the size of their member service headcount by 400% in a very short time period due to rapid business growth. In order to manage the larger headcount the client decided to implement IEX workforce management and also needed assistance with configuration and rollout of that system. The client turned to BroadPath to provide the more specialized management resources and consultants and to fill CSR headcount gaps if local temp agencies came up short.
One of the largest BCBS plans in the country decided to conduct a campaign to attempt collection of underpaid co-pays from approximately 22,000 Medicare members. The campaign needed to be conducted during AEP and there was no internal capacity available. However, management was hesitant to outsource given the sensitive nature of the calls. BroadPath was selected because of our ability to bring Medicare-experienced agents with the necessary soft skills to handle each call delicately with empathy and professionalism.
Our client was a Medicare Administrative Contractor (MAC) in two Medicare jurisdictions covering 11 states. They had recently taken over a new jurisdiction from a previous contractor and experienced a much higher Part B appeals workload than anticipated. The backlog had grown to over 120,000 cases with aging as high as 130 days. Due to the high volume, urgency, and significant complexity of Part B appeals workload, traditional solutions were not an option – they needed a partner who could ramp-up an independent operation very quickly. BroadPath’s proposal won CMS approval and we were awarded the contract.
“You and your team are doing a wonderful job managing through this very busy open enrollment. It’s challenging to balance staffing needs with high volume, nights, and weekends and continue to make outbound calls. The results show you are striking the appropriate balance. It’s great to hear the positive feedback from members… Your efforts are appreciated!!”
“BroadPath staff was willing to do anything asked of them to take care of prospects and members. Attitudes were always positive and they were the ones willing to stay late. Their knowledge, personality and skills made this a smooth project.”
“I cannot say enough about your team’s professionalism and excellent management skills. You made this engagement a piece of cake! Thank you for your responsiveness to any issue and your willingness to make this engagement “right”. Your phone number is on speed dial!!!!”
“I want to personally thank each of you for a job well done. Because of your dedication and commitment to excellence, you not only reviewed over 6,000 records, but you completed the task on time. We are able to meet our deliverable because of you… You surpassed our expectations!”
“We are extremely happy with the BroadPath team. They have really moved mountains here and everybody recognizes that.”
“In addition to making our SLA’s we also achieved the highest member satisfaction in over four years during Q4 – a remarkable achievement given our high volume. Thanks to you and the entire BroadPath team for your critical support in achieving these goals. When we started talking early last year there were many unknowns… Happily it was a great plan and one that was proven to be very effective. Please share our thanks with your project management team and all the other key members of your team. My sincere thanks for your support and professionalism in working with us.”
A Midwest critical access hospital that contracts with hospital owned physician practices and independent physicians, sought compliance with federal regulations after not submitting data to the Physician Quality Reporting System (PQRS). The hospital was notified by the CMS of downward modifiers that cost them 1.5 percent of their part B revenue in 2015.
A 1,500 employee anesthesiologist management organization, on the East Coast, struggled to find the specialized resources and expertise necessary to meet the PQRS deadline. They requested help reporting their data after learning that their QCDR (Qualified Data Registry Reporting) did not support the GPRO (Group Practice Reporting Option).
A group practice in the Southwest needed to implement a new EHR system to reduce excessive patient paperwork that was contributing to patient no-shows. They also needed to improve their interoffice communication with other providers and ancillary services. Then prepare for the financial and medical impact of the transition to ICD-10.
“BroadPath offered us an economical and efficient method to meet the 2014 PQRS requirements, and avoid reimbursement penalties from making the wrong choices for our 30 eligible providers. Their response to our needs throughout was quick and helpful. Their demeanor was always friendly and caring. Their ultimate goal was to help us improve quality care for our patients, as well as meet the PQRS requirements. We are using their assistance again with 2015 PQRS measure selections, counseling of the requirements, and data scrubbing and submission”
“BroadPath cost-effectively complemented our existing staff with the dedicated focus and regulatory compliance experience we needed. We have a small and busy staff, and BroadPath was reliable and accurate in helping us submit to PQRS last year. We also are using them to help us find ways to overcome barriers to successful MU attestation this year.”
“BroadPath helped us strategize our approach to improving our success towards the goal of achieving the “high quality – low cost” designation on CMS’ Physician’s Compare website. With the move from volume to value, we want to be in a position of maximum flexibility in our ability to choose the best partners, and to negotiate from strength with our payers. BroadPath’s physician and regulatory compliance experts gave us the business perspective we needed to report effectively to PQRS, by picking clinically relevant measures and streamlining the data collection and reporting process.”