Evariant: Smoothing the connection between LVPHO and member providers
Businesses have been using relationship management tools for nearly 30 years (think Rolodex®), but you can bet they have come a long way since then.
Today’s software brings businesses and organizations, not just the ability to store information, but to also analyze and share it with related internal entities. Lehigh Valley Physician Hospital Organization (LVPHO) is currently building on its adoption of Evariant®, a Provider Relationship Management (PRM) tool designed for health care, and already being used by Lehigh Valley Health Network (LVHN). LVPHO is specifically using Evariant to manage outreach to member practices by its Physician Advocacy Liaisons (PALs).
“We implemented the system initially to keep track of outreach visits, including who has had them and who needs them, as well as what was covered, and next action items,” says Mike Makela, the PAL who is spearheading CRM implementation. “We used to keep this information in our heads. Automating it centralizes the right content, in the right context, reducing the time we spend on routine activities. It helps us devote more time to building meaningful relationships with our members.”
Phase 2 of Evariant implementation, expected later this year, will expand the scope of the tool beyond collection to tying the information together to drive informed, consistent actions. “Our functions won’t be so siloed, managed by different internal teams,” says Makela. “Instead, the data will flow across departments. We’ll be able to see what other teams are doing with a particular practice, including any critical issues they may be handling.”
Part of Phase 2 functionality will also enable PALs to view results and trends related to LVPHO’s Achieving Clinical Excellence® (ACE), the incentive program that rewards member providers for meeting quality metrics. “We’ll be able to see how a given practice or provider is performing, and whether they are trending to the positive or negative,” says Makela. “It will give us the data to enhance the value of our outreach by focusing on individually pertinent information.”
One of the original objectives for developing efficiency-oriented CRM systems back in the 1980s was to “keep customers happy.” That is still the goal, especially when the “customers” are valued LVPHO physicians, whose time and energy are in short supply as they manage the demands of a health care system growing in complexity. “If there is any way we can improve the experience around contact, communication, and collaboration, we’re all for it,” says Makela. “Evariant helps us be better PALs to our physicians.”
For more information on outreach visits and what you can accomplish, email firstname.lastname@example.org or call 610-969-0481.