Welcome to 2018! Thank you for another year of caring for injured workers in Colorado.
Our goal of supporting the best medical care and outcomes for injured workers can be realized only through our partnership with you. Key to this partnership is your feedback. In late 2015, we conducted a provider survey of how we could improve our services and what would be most valuable to you in navigating the workers’ compensation system.
In your response to that survey, you ranked some solutions that Pinnacol could offer:
- Added interactions with provider relations specialists.
- More online tools, resources and content.
- Expanded provider education.
- Enhanced provider portal.
You asked; we listened
In 2017, we redesigned and expanded our Provider Network Management team. We implemented a new provider-dedicated hotline and email queue for immediate responses. This service is managed by provider relations specialists Monday through Friday from 8 a.m. to 5 p.m. and the phone number is 303.361.4945. We've received overwhelmingly positive feedback from you about this new program, and we'll continue to improve it in 2018.
We have also assigned to your practice location a provider relations specialist who is available on request for on-site, customized visits. These visits are designed based on your feedback and current needs. Our specialists made more than 1,500 on-site visits in 2017.
We have dedicated staff for contracting and credentialing, and based on your feedback, we continue to explore ways to streamline the credentialing process. In 2018, we will be transitioning to an online solution that reduces paperwork and expedites the process.
Our provider educator has developed and posted more than 80 new items of educational, policy and procedure content on Pinnacol.com. We've also diversified our educational offerings to include more online and in-person regional training. We brought you the “Caring for Injured Workers” provider training video and created a Workers’ Compensation Basics course as a more convenient, free, web-based alternative to the Division of Workers’ Compensation Level 1 accreditation course. We updated our required opioid-prescribing course for new members of SelectNet, allowing a greater variety of free options that bring you up to speed on appropriate prescribing, addiction treatment and difficult conversations with patients. We recently began producing opioid-prescribing reports to educate providers about their prescribing habits relative to their peers.
This year, we've upgraded our systems so that three out of five bills are automatically adjudicated and processed even more quickly and accurately. Most bills are now paid within five to eight days.
New for 2018
You told us that an enhanced, modern provider portal would make it easier to do business with us. We’re happy to share that we will be launching the new provider portal this spring. It was built based on your feedback and suggestions. This new portal will expand your online self-service options.
New reports will be available in our portal to streamline how you manage your accounts receivable. You will now be able to sort by date range and clinic location. The system can generate reports that summarize which policyholders have selected you as a provider. This will allow you to reach out proactively to market your services to them.
What makes our relationship so unique is our shared goal of providing compassionate, quality care. We certainly could not do this without you. Thank you for all you do for our policyholders and injured workers. We wish you continued success in 2018.
Dana L. Held, AVP, Medical Operations and Healthcare Strategy, Pinnacol Assurance