Posts in Healthcare
Maximizing incentives in ACO payment models

Article originally published in HiMSS Business Edge.

With the ACA repeal not clearing its first legislative hurdle, it appears that Obamacare will remain in effect for the foreseeable future. Payers and providers will need to continue to work together to implement new payment models that maximize performance for both parties under the ACA and MACRA frameworks.

Currently, ACO models promise to align payers and providers around the shared goals of keeping patients healthier and thus reducing the cost of care. In practice, however, creating the actual contracts that transform that theoretical alignment into mutually acceptable business commitments has been elusive. Two of the primary reasons for this have been organizations not understanding which types of alternative payment models will be the best fit for their organization, and not knowing how to structure payment contracts to maximize their immediate and strategic value to the organization.

 Figure 1: Payment Model and Organizational Model Relationship

Understanding where the care organization is along the value-based spectrum is necessary to determine which type of payment and risk sharing models are most appropriate – see Figure 1 below1.  As the figure illustrates, you should not enter global capitation arrangements with up and downside risk if you are a small independent practice. It is critical to first understand the payment models to maximize your returns and outcomes for patients.

Once the right payment model is determined, it is necessary to bring in the right team to ensure success.  Don’t be reluctant to leverage the external ecosystem to assist you in developing the right contracting terms and providing the data you will need to make informed and timely decisions.  ACOs often structure partnerships to maximize the value they can expect from various parties, including:

  • Actuaries – Actuaries can help ACOs understand statistical, financial, and patient population trends.  Actuaries can also assist in developing risk models.
     
  • External Data Sources & Analytics-as-a-Service Providers –The more data sources you have and the more robust your ability to run predictive analytics on that data, the better your financial and quality decisions will be.  Analytics also provides the ability to monitor and adjust as you go based on KPI’s. Leveraging Insights-as-a-Service (IaaS) providers simply allows you to buy answers to specific queries instead of building your own analytics infrastructure, often presenting a faster and less expensive path to the desired outcome.  
     
  • Payers – Entering into ACO contracts with payers should not be thought of as a zero-sum game.  Any data, analytics, or technical support that can be supplied by the payer can often be further leveraged for the success of both parties.

 In keeping with the idea that this is not a zero-sum game, be sure to align the incentives down to the practitioner level. Creating a tiered shared incentive plan based on the overall goals of the ACO with all practitioners will drive the desired outcomes. 

Providers and payers alike face significant upheaval in how business is conducted, and how care is delivered and reimbursed. With forethought, planning, and well-structured partnerships you can maximize your incentives, pursue strategic goals, increase quality, and boost margins.

 

1 Source: Adapted from Shih A, Davis K, Schoenbaum S, Gauthier A, Nuzum R, Mccarthy D. Organizing the U.S. Health Care Delivery System for High Performance. The Commonwealth Fund. 2008.

Why Buying Healthcare Data Insights is Better Than Going it On Your Own

MedCity News recently published my article on the benefits of Insights-as-a-Service, which moves your investment closer to the actionable insight faster than building and uncovering it in-house.

Photo: MedCity News

Buy (don’t build) healthcare data insights to improve data investment ROI

Healthcare organizations have been investing heavily in big data analytics, software, hardware, staff, and services to get insights into quality and cost. These insights will be critical as healthcare facilities take on more and more risk in a value-based care model. About 40 percent of healthcare providers are expanding IT budgets, a recent IDC Health Insights report revealed. The report noted that analytics is the top reason for the increase.

However, building an analytics-driven practice is just a midway point to the insights that healthcare organizations need to fully leverage their data investments...

Read the MedCity Article

The Importance of Omnichannel for Improving Customer Experience

Two of Capto’s centers of excellence – healthcare and TME (Telecommunications, Media, and Entertainment) – at first would not seem to have much overlap, but our experience finds significant commonality in the business and technical issues faced by these industries.  One area of similarity is the need for both healthcare and TME to develop an omnichannel approach to improve customer experience. In a December 2016 study by Chief Marketing Officer Council, 49% of marketers stated that alignment between physical and digital customer experiences is selective at best.

TME businesses have sought a more efficient means of unifying customer experience (CX) across the enterprise ecosystem to dynamically serve content (and advertising) to the right person on the right device at the right time and place with brand consistency. Omnichannel presents a seamless integration between every possible channel that each customer could pass through.  In healthcare, the extreme fragmentation across business lines—physician’s practices, health plans, drug dispensing, and medical equipment as well as channel discontinuity within a business line, cries out for a seamless omnichannel experience.

Disney delivers an exemplary omnichannel customer experience that seamlessly crosses the face-to-device to the face-to-face experience via an elegantly detailed and technologically augmented platform. First, Disney’s beautiful website is mobile-responsive. From there, Disney-goers use their phone and a Magic Band as their map, their wallet, their photo album and their room key. Want to know how long the line is for Space Mountain? Check. Need to know where the closest restroom is? The map is right there in your pocket and it’s not even a folded-up sweaty mess. And it all works together. Disney’s brand reputation for considering every detail is not spared in its state of the art omnichannel customer experience that spans technology and human interactions. 

Vonage is looking at omnichannel and UCaaS (Unified Communications-as-a-Service) as implementable in the near future. How many times does a customer enter their account information only to have an issue? A customer service chat is initiated and the information is entered again. Inevitably, the customer has not reached the right customer service agent and gets redirected to, once again, enter their account information. Vonage CEO, Alan Masarek, knows that can and will be changed. That once the call or chat is started, the information is dumped into their CRM and accessible by any customer service agent the customer is routed to creating a more seamless service experience.

UPMC Health Plan is the second largest health insurer in western Pennsylvania and is owned by University of Pittsburgh Medical Center.  UPMC Health Plan was one of the first insurers to make a significant investment in an omnichannel business model to improve customer experience for its members.  The goal is to provide proactive inbound and outbound omnichannel customer support.  Some of UPMC’s results include 27% decrease in inbound call volume, 96% customer multichannel satisfaction, and 93% chat satisfaction.  Walgreens, the retail pharmacy, is also committed to developing an omnichannel experience where a customer can be online, offline, in line, on a phone, tablet, or computer and experience the same level of support and functionality.

Healthcare organizations are beginning a journey that TME companies have been on for some time where customer experience and service is crucial to growth. Both TME and healthcare firms have a long way to go to fully develop their omnichannel strategies and implementations, but it is a journey they must take.