3 Ways COVID-19 Is Changing Payer Utilization of Technology

Improvements On Existing Tools

As consumer needs change in light of the pandemic, some payers are reorienting their current technologies to fit those needs.

For example, Humana already offers video telehealth options for patients, but is expanding telehealth channels.

Video conferencing poses a major risk for hacking. Some healthcare payers have expanded their telehealth reimbursement approaches to allow use of alternative video conferencing platforms to conduct telehealth visits. These platforms—particularly Zoom—have become major targets for hackers.

With so many Americans working from home or stuck in quarantine environments, Humana recognized that patients or providers may not have access to video technology—or if they do, the technology may not be particularly secure.

Thus, Humana is temporarily extending coverage to audio-only services as well.

UnitedHealth Group also expanded its channels to include a broader range of virtual care platforms.

UnitedHealth Group did this by allowing all of its eligible in-network medical providers to connect with patients through alternative videoconferencing platforms.

For 90 days, in-network providers can use any form of live video-conferencing to connect with patients.

New Tools Solve New Challenges

Naturally, in light of a pandemic with a scope that dwarfs epidemics of America’s recent past, unprecedented challenges will arise, requiring new technological solutions.

If access to care was challenging before, it is even more complex now. As coronavirus spreads, providers and payers are leaning heavily on alternative channels for care and new care partnerships.

Harvard Pilgrim, therefore, has developed a new online tool to enable patients to more easily navigate their provider options.

The tool is mobile-enabled and also offers a screen reader for those with who have visual impairments or who are blind.

The goal of the platform is to streamline patient access to care during this challenging season.

Oscar Health has also developed a coronavirus risk assessment and testing center locator tool in response to the high demand for coronavirus testing .

Although the FDA has accelerated its approvals of diagnostic tests and labs are reportedly testing 100,000 people every day for coronavirus, the nation’s testing rate is still low.

Payers need to prevent members from going to urgent care, risking others’ or their own health,  increasing clinicia n burden, and depleting resources.

With that challenge in mind, Oscar Health developed the first online, public diagnostic that helps assess whether an individual is at risk for coronavirus and should be tested.

The assessment asks a list of questions about the patient’s health condition and risk factors. It ends with action items.

If the individual is at risk and needs to be tested, she is directed to a tool that enables her to track down the nearest testing location. It also tells her when the next appointment is available.

More Clinical Resources Dedicated to Telehealth

Other payers are amplifying their technological approach to coronavirus by funneling more clinical resources toward telehealth.

Cigna has dedicated more of its clinical network toward its telehealth platforms, expanding its telehealth team by hundreds of clinicians.

These reinforcements are particularly focused on providing behavioral healthcare services.

The payer partners with MDLIVE to offer behavioral healthcare services through a telehealth platform. Cigna also is offering a coronavirus support telephone line for mental and behavioral healthcare needs including stress and anxiety.

Payers looking to support the provider community and meet consumers’ needs will continue to evolve their use of technology as the crisis develops.