Prioritize Business Process Management to Elevate the Member & Provider Experience

By: Jessica Stimpson, market lead, public sector programs

If you work for a state Medicaid program, your number one priority is ensuring your members have access to quality health care and your providers have an enjoyable experience. And you are doing everything in your power, with the resources available to you, to make that happen. The recent modernization efforts taking place within state Medicaid programs are designed to help improve the experience for your members and providers due to technology advancements. However, it’s possible to overlook aspects of your program that may have resounding effects on your members and providers.

My time at the 2023 Medicaid Enterprise Systems Conference (MESC) last month highlighted this for me when I talked to various states about current challenges and issues facing their programs. I heard a common theme through my conversations with states and the sessions I attended – business process management is a key discipline when implementing a new technology. Although technology is essential to the modernization of Medicaid programs, it can’t do everything. Solid business process management is often overlooked when new technology is implemented. When this happens, and it does more often than one may think, your providers, members and internal staff are the ones who are left feeling frustrated and with a poor experience.

To ensure you are putting members and providers first, you must think about how the technology will be integrated into your program from the very start of the project which can be challenging when you are dealing with limited staff and resources. This is where Noridian Healthcare Solutions can help. We love partnering with like-minded technology companies who share our goal of helping Medicaid programs easing provider burden and providing quality health care to their members. For example, we are currently working with HHS Technology Group to help Iowa ease provider burden through its Discover your Provider tool.

As a partner to Iowa and North Dakota’s Medicaid programs and as a Medicare Administrator Contractor (MAC) for several jurisdictions, we have extensive experience managing the people and human side of administrative services in conjunction with the technology. Our experience of working with providers and members across the nation paired with our proven history of partnering with technology companies, give us the business process qualifications you may need right now.

As states begin operating with new technologies, the importance of bringing the right operational partners to the table has never been clearer. I’m excited to be part of Noridian as we continue to expand the Noridian Medicaid Experience Elevated (MXe) product suite and our talented employees to new states. If you’re experience operational challenges, please reach out to me on LinkedIn or via our Contact Us page.

About the author
Jessica Stimpson is the public sector market lead at Noridian Healthcare Solutions. Serving as the central contact for state health programs, Stimpson is responsible for bringing the innovative administrative services and renowned customer experience Noridian is known for to new Medicaid markets. As market lead, she manages relationships with key Noridian customers and influencers including executive leadership, external stakeholders, and operating leaders.

Prior to this role, Stimpson worked closely with Noridian for nearly two decades in a customer capacity, most recently as the vice president of sales and marketing at Blue Cross Blue Shield of North Dakota where she set sales and product strategy and focused on providing high quality products services to all customers.