UHCD Ideas

Request intake portal for the UnitedHealthcare Digital product team

Telemental Health provider appointment scheduling (1DocWay)

Current Telemental Health network: ~3,800 providers (total network: 150k)

Current Telemental Health Provider Adoption of 1Docway: TBD

Target Adoption by 1/1/2018: TBD

Current Telemental health claim utilization: <1% (across 35M OBHS members)

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Optum is improving the TMH member experience through liveandworkwell.com (go live 1/1/18) and we need to give UHC members a similar improved and seamless TMH experience through RallyConnect and myUHC.

Based on Optum’s current plans for liveandworkwell.com, we believe we need RallyConnect to:

  1. Receive one additional data element (1DocWay provider ID) in the provider data feed from OBH Facets.
  2. When a member’s TMH search results includes a provider who has a 1DocWay ID, display a button/link in that provider’s profile to allow the member to “Schedule TMH visit now” (exact language TBD).
  3. When the member selects this option, generate an SSO token that contains basic member info (e.g. “Big 5”, FN/LN/DOB/Gender/Member ID, final data set TBD) along with the provider’s 1DocWay ID.
  4. Send the SSO token to 1DocWay, leaving the search window open in the background.
  5. If the member has not logged in at the time of the search, they will need to log in to allow RallyConnect to get the required authentication data.
  6. If the member does not have a user account, they will need to create one as part of the flow between the search selection and the SSO token generation; probably a HSID, depending on deployment dates.
  7. For UHC members who have already successfully scheduled a visit, myUHC.com will have to add content and a link to their Virtual Visits page to redirect members back through the authentication step on LAWW, prior to SSO to 1DocWay.
  • Guest
  • Aug 8 2017
Priority Critical
Estimated Cost ($ Dollars) $300
Business Problem

As of Sept UHC membership will no longer come to Optum due to the launch of our Behavioral Health provider search integration with myUHC and Rally Connect, therefore, we need to solution for how UHC members will similarly search for TMH providers, schedule appointments online and complete TMH visits.

The member experience will be improved on liveandworkwell.com with the deployment of Optum’s new TMH platform (1DocWay), but will not change for UHC members using myUHC and RallyConnect.

Business Value

Deploying this “connection” with 1DocWay ensures we can:

  1. Meet broad client expectations that we deliver seamless employee experiences
  2. Improve National/Key Accounts satisfaction
  3. Increase member satisfaction
  4. Expand access to more TMH providers
  5. Grow TMH awareness and utilization with UHC members
Business Risk

Unless we deploy this “connection” to our TMH platform vendor (1DocWay), we can expect UHC members and clients to voice frustration and strong dissatisfaction (impacting NPS).

Date Required By 2018-01-01
Who would be willing to pay for it? UHC
Regulatory No
Regulatory Date
Client Commitment Comments

Optum's senior leaders Martha Temple and Andrew Hayek have identified this as critical work and request this be done to support our UHC partner and UHC members

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  • Admin
    Jonathan Rangoonwala commented
    August 11, 2017 22:09

    Couple questions:

    1. What is the 1DocWay provider ID? Is it a proprietary value? Can it be NPI?
    2. Why is an SSO required? Where would the member SSO into? What is the proposed experience? Is the member required to be logged into 1DocWay in order to schedule an appointment?
    3. Can we get a status on networks recruiting success for provider adoption as well as targets/actual?
    4. Business Value Questions: Do we have ways to measure these goals established? What is our baseline and targets for improvement?
    5. Please clarify estimated cost: $300...
    6. Please confirm:

      Current Telemental Health network: ~3,800 providers (total network: 150k)
      Current Telemental Health Provider Adoption of 1Docway: TBD
      Target Adoption by 1/1/2018: TBD
      Current Telemental health claim utilization: <1% (across 35M OBHS members)


    Our initial preference for an initial implementation would be for Rally to send 1Docway just a provider ID until an API is available to allow Rally to integrate appointment scheduling tasks within the application.

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