Optimizing a Provider Directory for a Healthcare System

To address the directory, Sendero organized the effort into two areas: Stabilization and Optimization. Stabilization focused on ensuring the client had an accurate directory in the short-term. Optimization intended to enhance the consumer experience on the client’s external facing websites; not only would patients see accurate data, but they would see the data most relevant to their needs using Phynd’s unique integration and provider search API.

The Sendero team resolved the outstanding backlog using several tools within Phynd’s platform, which included executing various data cleansing and data mapping tasks—such as insurance normalization and specialty mapping—to ensure data issues were being resolved at their various sources and make certain similar issues would not come up later.

Sendero and the client partnered to create and implement an online ticket processing form that replaced a manual issue log, streamlining and enabling the team to better track ticket status and allowing team members to easily leverage Phynd’s Provider Outreach tools when needed to address issues. Changes to profiles can flow directly to Phynd or be reviewed by the team using Phynd’s worklist and data governance capabilities.  To optimize existing data, Sendero facilitated a series of working sessions with 21 specialty working groups made up of Marketing and Operations representatives from across the organization to collect data that would help optimize specialties, providers, and clinical terms.

Sendero consolidated the clinical terms, specialty, and provider data collected from the specialty working groups and worked with Phynd to implement these changes in a Test environment, where the team then executed a series of test cases to measure the results of the optimized data before pushing those changes into production.

To ensure sustainability and reusability, Sendero documented the new process of optimizing specialty changes in a template and ensured that the entire Enterprise Directory team was trained to navigate Phynd so that they could utilize the provider data management tool more effectively.