Introduction
UnitedHealthcare has undertaken a significant overhaul of its provider search experience for millions of members. This revamp introduces innovative features that leverage claims and pricing data alongside AI-powered tools, ensuring more accurate and personalized results.
The Evolution of UnitedHealthcare’s Provider Search
Cole Johnston, Senior Vice President of Get Care within UnitedHealthcare’s consumer product office, explained the transformation to Becker’s. “The company went through a transformation in the way that it operated and started thinking more about the end-to-end consumer journey,” Johnston stated. “We saw a very strong opportunity for us to lean into that experience and improve it by helping members not only find the care that’s personalized for them but also connect their search with the next best actions such as online scheduling or finding out how much services could cost.”
Launched in January, the new provider search is available to 27 million commercial members nationwide, with further expansions planned. This makeover, the result of a two-year collaboration involving 40 teams and 300 employees, offers a more personalized search process compared to traditional search engines.
Key Features of the Revamped Provider Search
Claims-Aware Search
One of the standout features of the new provider search is the “claims-aware search.” This feature utilizes artificial intelligence and machine learning to display the most relevant providers to members. By leveraging claims data, UnitedHealthcare can present services that are offered by a provider, rather than just services for which the provider is licensed.
Cost Transparency
The revamped search process also provides members with estimated costs for services using specific CPT codes and public price transparency data. This cost transparency helps members make informed decisions about their healthcare expenses.
Provider Comparison Tool
A new side-by-side provider comparison tool allows members to compare providers based on preferences such as language and service offerings. This tool empowers members to make choices that best suit their needs.
Tailored Services and Interactive Map
In addition to more accurate and personalized search results, UnitedHealthcare members can search for services tailored to specific family members. They can also read patient reviews powered by Healthgrades and browse an interactive map to find providers geographically.
The Impact on Members
“Consumer expectations are always changing, and that’s something that we as an industry need to embrace and lean into now more than ever,” said Johnston. “As a company, we’re trying to lead the way in this consumerism of healthcare movement and rethinking the way that we see ourselves as a traditional insurance company to more of an assurance company, which is our role.”
The new provider search experience aims to simplify the healthcare journey for members. With features like claims-aware search, cost transparency, and tailored services, members can focus on caring for themselves and their loved ones without the complexities of navigating healthcare options.
Conclusion
UnitedHealthcare’s provider search revamp represents a significant step forward in the consumerization of healthcare. By leveraging advanced technologies and focusing on member needs, UnitedHealthcare is setting a new standard for personalized and transparent healthcare experiences.
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FAQs
1. What is the new claims-aware search feature?
A. The claims-aware search uses AI and machine learning to show the most relevant providers based on actual services offered, leveraging claims data for accuracy.
2. How does the cost transparency feature work?
A. The cost transparency feature provides estimated costs for services using specific CPT codes and public price transparency data, helping members make informed financial decisions.
3. Can I compare providers using the new search tool?
A. Yes, the new side-by-side provider comparison tool allows members to compare providers based on preferences like language and service offerings.
4. Are the search results tailored to individual family members?
A. Yes, members can search for services tailored to specific family members, enhancing the personalized experience.
5. How can I find providers geographically?
A. The interactive map feature allows members to browse providers in a geographic format, making it easier to find local healthcare options.
