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Transforming a Legacy Provider Directory into a Strategic Digital Asset for a Leading National Health Plan

Illustration of providers list and their locations, descriptions, and ratings

Industry

Healthcare

Challenge

The National Health Plan's existing proprietary provider directory was outdated and cumbersome. This resulted in a poor user experience, declining member retention, increased claims costs, and numerous compliance fines due to inaccurate data.

Results

With Perspecta's solution, the National Health Plan significantly expanded their membership base, reduced member-provider friction, eliminated fines and penalties, entered new markets, and maintained compliance in a shifting regulatory landscape.

Key Product

ProviderDirectoryAI (PDAI)

25%
Membership Growth
100%
Penalty Reduction
Better
Member Experience

Perspecta's innovative approach to our provider directory has been a game-changer. The enhanced user experience and accurate data have greatly improved our operations.

Director of Provider Relations

National Health Plan

The Challenge

The National Health Plan’s proprietary provider directory could no longer keep pace with evolving business needs and regulatory demands. Key challenges included:

  • An outdated, cumbersome interface frustrating stakeholders;
  • Declining member retention affecting future sales;
  • Inability to incorporate provider scoring and referral tools; and
  • No way to promote or demote providers.
Recognizing the growing urgency, the organization’s business and marketing teams aligned their digital health strategy and turned to Perspecta to rebuild their directory experience.

The Solution

Perspecta partnered closely with the National Health Plan to design and implement a modern, data-driven provider directory. The engagement focused on:

  • Understanding stakeholder pain points and business goals;
  • Designing a user-friendly interface tailored to the brand;
  • Incorporating tools to support strategic referral initiatives, ensuring clean, accurate provider data; and
  • Building flexibility to support evolving compliance and market needs.

The Results

With Perspecta’s solution in place, the National Health Plan saw significant improvements. They expanded their membership base by 25%, reduced member-provider friction through an improved user experience, eliminated fines and penalties tied to inaccurate data, entered five new markets, and maintained compliance in a shifting regulatory landscape.

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