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HOW HEALTHCARE LEADERS CAN LEVERAGE DIGITAL IDENTITY TO IMPROVE HEALTH OUTCOMES


Post by:
Kelley Vallone
August 29, 2023
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August 29, 2023
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Last month, Prove’s Executive Director of Growth, Healthcare Ludy Underwood sat
down with Karen M. Spruill, Executive Director, FEP Member Experience at
BlueCross Blue Shield Association, and Andy Chu, Senior Vice President of
Product and Technology Incubation at Providence, to discuss the latest trends in
digital identity technology in healthcare and how leaders can improve digital
engagement and better health outcomes. Throughout the discussion, one thing was
for certain—providing digital health experiences that are personalized,
frictionless, and secure for members and patients—is top of mind. However
ongoing challenges, such as fragmented, legacy systems and lack of data
consolidation from patients' electronic medical records, can stand in the way of
modern healthcare experiences that can improve health outcomes. 

‍

So what should healthcare leaders be thinking about when it comes to their
digital strategies? In the new era of digital health, reaching the patient where
they are to provide seamless, instant experiences, healthcare leaders need to
provide fast, easy-to-use, and personalized digital encounters as well as great
physical encounters. Here are three key takeaways from Ludy’s discussion with
Karen and Andy:

‍


1. DIGITAL IDENTITY IS CRITICAL FOR CREATING PERSONALIZED HEALTHCARE EXPERIENCES

‍

It always comes back to this question, “How can we provide personalized
experiences for the consumer,” said Andy Chu. Similar to retailers, healthcare
leaders cannot provide digital health experiences without having a strong
foundation of identity at the center. That’s what Providence and BCBS have been
working on. If they know the patient’s identity, they can build digital
experiences around it in a private and secure manner. 

‍

Typically, patients will reach out to providers on their way to an appointment
or when they get a bill in the mail, but they want to move away from that. The
more they know about the patient in their care journey, the more targeted they
can be to engage with them at the right time and right point of care. They want
to make sure patients understand what access they have and make sure it’s
convenient. Sounds easy but there are challenges. 

‍


2. FRAGMENTATION AND LACK OF INTEROPERABILITY ARE THE BIGGEST DIGITAL IDENTITY
CHALLENGES IN HEALTHCARE TODAY

‍

The challenge that both Andy and Karen brought up during the conversation was
the fragmentation of different networks and the lack of interoperability. There
are multiple entities within networks and trying to uncover information about
the patient from different electronic medical records or legacy systems to
provide them with the best, most personalized care can be daunting and
difficult. To solve the problem, there needs to be a standardized,
interoperable, secure, and private system of tokenized, reusable digital
identities. 

‍


3. BCBS ASSOCIATION AND PROVIDENCE ARE PIONEERS AT THE FOREFRONT OF SOLVING
THESE DIGITAL IDENTITY CHALLENGES

‍

BCBS Association and Providence are both investing in capabilities and solutions
to take the friction out of patients’ digital journies when it comes to care.
Some of the things they are looking at are multi-factor authentication,
passwordless verification, and biometrics. And they both say they revisit their
digital strategies every so often because things change so rapidly and there are
new capabilities out there. 

‍

In conclusion, healthcare leaders need to be good stewards of patients'
information while providing personalized and relevant care. More organizations
are investing in advanced digital identity solutions, like Prove’s, to easily
and securely verify patient identities, improving customer experience and
managing fraud and risk. You can watch the full recording of the webinar here.

‍

For more information, visit https://www.prove.com/industries/healthcare

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