October 29, 2009

Health Plan Provider Search Tools: It's Time For An Upgrade

by Elizabeth Boehm

with Vidya L. Drego, Rachel Zinser, William Chu

Executive Summary (This is a document excerpt)

Consumers tell us that online provider directory tools are convenient and reasonably easy to use but still fall short of helping them make decisions regarding where to get the best care for themselves and their families. To bring provider directories in line with consumer expectations, health plan customer experience professionals should source up-to-date provider data from a third-party vendor, think outside the box on where and how to source supplemental provider information, and bring cost into the provider search equation.

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