Creating a Better Provider Experience: andros Survey Insights


Building strong, healthy provider networks is anything but easy and absolutely critical to the success of every health plan. The healthcare industry continues to accelerate investments in digital healthcare tools and platforms (e.g., telehealth, remote patient monitoring, remote meetings, etc.) that disrupt traditional payment and communication barriers. M&A activity is accelerating at a breakneck pace, leading to consolidation that complicates provider network structures. Heavy competition has led to providers seeking increasingly complex payer relationships which often involve dynamic contracts and relatively complex coverages.

These changes call for more powerful provider networks, driven by open communication, honest dialog, and data-driven insights. Not only are provider networks getting more challenging to build, but building solid provider networks and partnerships has never been more important for the bottom line. Creating wins in this ecosystem requires payers to hyper-focus on the provider experience.

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In this spirit, andros recently surveyed 144 providers across the United States. This 2022 study reveals which specific aspects of the provider experience have a major influence on contracting decisions. These insights uncover some powerful truths about the current payer landscape, including:

  • Reimbursement is still the most important factor when selecting a health plan.
  • Providers and business managers make most contracting decisions.
  • Only 12% of providers are very satisfied with the payer credentialing experience.
  • Over 70% of practices prefer to communicate with health plans using email.
  • Over 50% of practice providers would use a web portal if the data could be shared to all of their contracted payers.

These truths ring true across all provider segments. While nearly 50% of respondents were independent single-specialty groups, 20% were independent multi-specialty groups, and hospital-owned providers and independent primary care groups also shared their experiences. 

What we found was interesting: most provider types share similar experiences, pain points, and wants.