What happens after you choose a payment integrity solution? Learn how communication factors into successful digital transformation.

Chances are, your health plan is undergoing some type of digital transformation this year, and you’re not alone. A recent survey of business leaders cites digital transformation as their #1 concern in 2019. And it’s highly probable your health organization is concerned about technology adoption. Especially since, so often, a technology solution promises to be the “one thing” that “saves” you. 

But the truth is, once a health plan has selected a payment integrity solution, the real work begins. Experts agree, the technology you choose can only be as good as the business plan behind it. One key element to successful business plans and digital transformation strategies? Communication. 

While your technology vendor’s implementation team can be a big support in this transformative process, successful user adoption is dependent on how well your organization communicates. We know digital transformation is no easy task, especially for businesses born before the digital era.

“Large companies that have long histories and extensive operations could find it particularly difficult to adapt quickly to competition posed by younger companies that digitize products and services or use technology to operate more efficiently.” 

Mark Beasley, professor at N.C. State’s Poole College of Management and director of the Enterprise Risk Management Initiative

Like Turning a Large Ship Into the Sea

The risk associated with being unable to transform to digital operations is high, yet the ability to successfully do so has little to do with technology, say some. Authors of this Harvard Business Review article suggest that the strategies for successful digital transformation involve good, standard business practices like consistent communication and thorough change management skills. 

“Fundamentally, it’s because most digital technologies provide possibilities for efficiency gains and customer intimacy. But if people lack the right mindset to change and the current organizational practices are flawed, DT (digital transformation) will simply magnify those flaws,” say the article’s authors, each a business leader with experience at various organizations. 

Dr. Mark Beasly told the Wall Street Journal in a recent article that digital transformation is like “turning a major ship into the sea. It’s not a small business, it’s much harder and more complex for companies.” And when the industry isn’t innately modernized, the push for digital transformation feels vital to a company’s success. With all these factors at play, a health plan has to be able to ensure they can adopt technology successfully in order to survive. 

Ready for Digital Transformation

What should a health plan have in place prior to technology implementation? Here are three things a health plan can do to prepare for adopting new technology and set themselves up for success:

1. Solicit broad feedback.

When making your technology decision, did you ask — at all levels of the organization — what employees thought? Did you learn what problems a technology solution needed to solve? This is useful prior to selecting a technology but can still be done at the onset of implementation.

2. Select a tech solution that aligns with business strategies.

Already engaged a technology solution? Hopefully it aligns with your organization’s strategies. Implementation is the time to ensure that you have clear business strategies and that they are communicated as goals to your health tech vendor.

3. Continue Communication

Adopt the model at businesses that successfully “disrupt” the norm. Support continued communication with all stakeholders, which includes all leaders and end users. Acknowledge that some end users may fear being replaced by technology and offer assurances as to how the tech solution will help them. 

The most important realization a client can have during implementation (if not before) is that adopting a new technology is a business strategy that involves every member of their organization. Because of this, communication remains an ever-present and highly important factor in digital transformation at healthcare organizations.

Communication Shouldn’t Stop After Implementation

Post-implementation offers opportunities to keep up the communication gains that make digital transformation successful. 

Keep in mind that it isn’t unusual for enthusiasm to wane after implementation; users are still adjusting to new technology and digital transformation is not easy. Be sure to keep communicating milestones and celebrating victories long after go-live. 

Furthermore, organizations can leverage usage statistics to identify potential adoption hiccups. Communication is key to discovering barriers that could prevent full usage of a new technology. Perhaps additional training, process improvements, or improved functionality are in order. 

Keep Up the Communication

Here we are: it’s time to roll-out your new technology product. Do your end-users know what to expect? Or perhaps, implementation already has begun. In that case, does your tech vendor understand the problems they are solving? Do you? A communication plan for digital transformation is one way a health organization can ensure success. 

If communication is a struggle for you, the good news is that a transparent payment integrity platform like Pareo® makes it much easier! But you’ll get more out of your technology investment if you spend time committing to a communication style and schedule that works for you. Some popular communication styles at businesses include: 

Top-Down: Decisions are made by leadership and trickle-down to employees

Bottom-Up: Employees are engaged at the  initial stages of decision making

Early and often, regardless: An organization deploys consistent and constant communication through multiple channels

Communication is successful when it’s a strategic, ongoing process that Pareo or another technology solution can plug into. You can support digital transformation at your organization by communicating agreed-upon technology milestones (perhaps tied to financial improvements or other goals) and celebrate wins to maintain momentum. A healthy, supportive culture of communication transparency will always win the day.

Talk to ClarisHealth about how Pareo®advanced payment integrity technology is helping health plans successfully implement their digital-first strategies.