Newly designed Provider Center Emily Lee Provider Performance Specialist Provider Network Performance

New provider center Newly designed Provider Center at priorityhealth.com went live in August Multidisciplinary teams reviewed the provider website for necessary changes over the past 8 months Contains same content as before, however some pages are still being migrated This summer, we launched a newly-designed provider center at priorityhealth.com. It offers users a more personalized navigation experience, making it easier for you to access the content you use every day. Today, I am here to provide an overview of what’s changed. But before we get into what’s new, I want to mention that this upgrade took place with the help of many multidisciplinary teams who reviewed each webpage on our site for efficacy and many pages have been restructured as a result. We’re in the final stages of migrating content- although the website went live last month, not 100% of all the webpages were quite ready to go-live, so if you are struggling to find an old webpage on the new site, it may not exist quite yet. All pages should be completely migrated in the next month.

New provider center landing page The new provider landing page has been reconstructed to more easily steer providers into one of four categories The login screen for providers who already have a username and password in the blue “login” box The dark green box is a prompt to setup a new provider account, which takes a few days from the date you request a login. The lime green box is an option to view limited areas of the website as a provider who doesn’t want a login Lastly, in the pink box new providers can learn about becoming credentialed as a Priority Health provider

What is available to providers ahead of login? Authorization forms and information How to bill Priority Health Set up electronic claims/RAs Set up electronic funds transfers Appeal a denied claim Compliance policy Provider forms Contracting and credentialing information Under the lime green box I mentioned on the previous page, I wanted to highlight which categories of our website are still available without a login. These categories include general authorization and billing information, appeals, forms and contracting and credentialing information. Prior to the website upgrade, essentially anything that didn’t include PHI was accessible without a login on our website, which was something Priority Health leadership was no longer comfortable with. Additionally, by moving so much content to behind provider login, it encourages our providers to create a login- something incredibly helpful for us at Priority Health, because it helps us gauge which types of webpages are most important to our providers.

New provider center landing page After you’ve logged in, the newly designed provider center looks like this. The “I want to” menu everyone got used to using is still available, but has been repurposed into a search box instead. If you were to put your cursor into that search box, the old “I want to” menu would drop down, if that’s how you’re most comfortable navigating our website.

New provider center landing page The more exciting part of this new webpage are the quick link card boxes. Each user has a standard template of items in this exact order as shown here. It allows you to essentially have your “favorites” links available on your provider center homepage.

How to edit your “cards” The very card on your provider center menu will be “edit.” Once you click that option, each of the existing cards become editable, meaning you can delete any existing card or reorder existing ones. This is particularly helpful if you have a very specific function at your facility, for example a biller, so you’d want to delete the incentive programs, drugs and perhaps the patient profile cards since those may not pertain to your daily work. I like to edit my cards to be like a “favorites” menu of the things I am most often searching for. However, if you remove a tool, such as member inquiry, edit checker or patient profile, you cannot re-add them back to this page later.

Newly structured pages If in your work, you access a handful of specific pages on the provider center often, you can always choose to add a quick link to a page on your provider center homepage. For example, if you work at an orthopedic clinic and are often accessing the Back and Neck pain care page, you can add this page to your provider center homepage by clicking the blue “+add card” button at the top right of this screen. Each webpage in the provider center has this option. In theory, you could add two dozen different pages to your homepage- personalized to the work you do each day. Additionally, we have reconstructed each of our medical pages to host comprehensive information around each service. On this back and neck pain care page, you can see which plans this information applies to, the applicable medical policy, clinical practice guidelines, additional forms that may be needed and even links directly to the authorization tools or auth inquiry, since this type of service would require and auth prior to services being rendered. We have tried to place any applicable information all on the same page to help make your jobs easier.

Provider manual The old provider manual content still exists in the new website, but in a new structure Billing and payment related things are all together Procedures and services are structured by Preventive care Behavioral health services Medical and surgical services Vision care In the previous provider website, most content was within the Provider Manual. The old concept of a provider manual no longer exists, and instead things are grouped more by content, such as all billing and payment related things are grouped together on a single page. Additionally, procedures and services are structured into pages based on preventive services, behavioral health services, medical and surgical services or vision care. All the prescriptions are also grouped together and searchable through an alpha listing. Any drug that is governed by a medical policy or may need an authorization will also have a link to any applicable policies and our auth request tool.

In closing Webpages are still undergoing changes as we receive provider feedback The search function is more robust that the old website Customization of the provider center homepage helps optimize the logged in experience This upgrade is one step in a strategy to better align the member experience with our providers Additional upgrades are coming on the member website In closing, many of our webpages are still being migrated and are also undergoing changes as we receive additional feedback from providers. We believe two of the main perks of the website upgrade include the more robust search feature and ability to customize the provider center homepage which will result in a more optimized experience for our logged in providers. Lastly, this provider site upgrade is just one step in the Priority Health strategy to better align the member experience with providers.

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