Imagine how you would feel if, every time you tried to process a healthcare claim or spoke to your doctor, you had to remind them your name. It’s an annoying feeling, right? Now, imagine how it would feel if they consistently forgot your pronouns, failed to deliver communications in a language you could read, or forgot to loop in the person legally tasked with overseeing your health decisions.
Being aware of patients’ communication preferences is absolutely crucial to Managed Care Organizations, MCOs for short. It’s so important, in fact, that new legislation went into effect in New York State on October 1st that made tracking these electronic communications preferences not just important, but mandatory for compliance purposes. For payers inside and beyond New York, managing patient communications preferences is more important than ever – which makes the need for effective digital tools more pressing than ever before.
Imagine how you would feel if, every time you tried to process a healthcare claim or spoke to your doctor, you had to remind them your name. It’s an annoying feeling, right? Now, imagine how it would feel if they consistently forgot your pronouns, failed to deliver communications in a language you could read, or forgot to loop in the person legally tasked with overseeing your health decisions.
Being aware of patients’ communication preferences is absolutely crucial to Managed Care Organizations, MCOs for short. It’s so important, in fact, that new legislation went into effect in New York State on October 1st that made tracking these electronic communications preferences not just important, but mandatory for compliance purposes. For payers inside and beyond New York, managing patient communications preferences is more important than ever – which makes the need for effective digital tools more pressing than ever before.
In this episode of Transformation @ Work, we’re talking about new legislation for MCOs in New York, and how it relates to the broader issues of tracking, maintaining, and applying patients’ communication preferences.
Key Insights
04:29: What exactly does this new legislation facing MCOs in New York entail?
05:37: Defining “communication preferences” and outlining why they’re so important
08:44: Required steps for MCOs in New York to maintain compliance with this new legislation
13:21: Why MCOs outside of New York state need to pay attention to this legislation
14:33: Specific challenges MCOs face with implementing digital tools to maintain compliance
16:24: How digitalized vs. non-digitalized businesses fare when it comes to addressing compliance issues
21:18: How MCOs can implement the necessary changes to stay compliant (and make them happen fast)
22:21: How Salesforce can help when it comes to collecting, tracking, updating, and sharing customer communication preferences
23:35: The role a qualified technology partner plays in helping MCOs implement the necessary tools to maintain compliance
