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
  • Will not implement
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.

  • Admin
    JONATHAN RANGOONWALA commented
    September 20, 2017 17:07

    Responses:

      1. What is the 1DocWay provider ID? Is it a proprietary value? Can it be NPI
        • It is randomly generated provider ID by 1DocWay who will share it with Optum to be entered into FACETS.  Yes, it’s a proprietary value. No, it cannot be NPI. NPIs can be individuals as well as facilities and provider groups. We must ALWAYS have a specific indicator for an individual practitioner, in order for the correct provider schedule to be pulled up at 1DocWay. There are too many complexities around NPI for this to ALWAYS be a 1:1 correspondence with a provider search result on ALWW and a provider record established by the provider in the 1DocWay system.
      2. Why is an SSO required?  It is required because we cannot have members creating new member accounts for 1DocWay (a negative member experience) so we have to authenticate the user and then SSO the member out to 1DocWay. This is the most optimal member experience.
        • Where would the member SSO into?  Members would SSO into 1DocWay’s “Manage My Account” page which is their main dashboard. 
        • What is the proposed experience? High-level: Members would search for TMH providers in our member portals (LAWW or myUHC), they would click thru an SSO to see TMH providers’ availability and be able to schedule an appointment on 1DocWay.  When members aren’t searching for TMH providers, they would be able to SSO over to 1DocWay from a TMH destination landing page in our member portals (LAWW and myuhc (We assume this would happen in the existing Virtual Visits context. We have yet to discuss it in detail with the myUHC team). This is how Members will land on their “Manage My Account” page and start a scheduled TMH visit with a provider.
        • Is the member required to be logged into 1DocWay in order to schedule an appointment?  No, members are SSO’d to 1DocWay after logging into the Optum portal (LAWW or myUHC).
        • Are you aware of an SSO’s being built with 1DocWay from our company (optum/uhc)? There are none, this would be the first time!
        • Does anyone know if they can support the OICD SSO implementation standards? They are partnering with the LAWW team to iron out the details; Mike Foley has been consulting with us and providing technical support to 1DocWay. We have also budgeted for a specific LAWW team resource to consult with them as they work through this initial implementation.
      3. Can we get a status on networks recruiting success for provider adoption as well as targets/actual?  Optum’s targeted provider recruitment efforts begin in November; 1DocWay is not doing any provider recruitment.  Goal is to recruit ~315 TMH providers to use our new TMH Platform by 1/1/18.  Current Optum network recruitment rate is ~100 TMH providers/month (and that’s without any dedicated recruitment effort).
      4. Business Value Questions: Do we have ways to measure these goals established? What is our baseline and targets for improvement?  RE: Network access. Yes, Network currently measures monthly TMH recruitment actuals vs. targets with their goal to expand the TMH network in general to 4,000 total providers by year end.  Network would monitor November’s provider recruitment efforts for this TMH platform the same way. 
        RE: Member utilization.  This is the first time we’re setting goals to drive utilization.  Our baseline is current claims utilization but improvement targets still need to be determined based on more claims analysis. We expect to have a utilization target for 2018 in the next month after we refresh our financial model and finalize our go-to-market plans.
      5. Please clarify estimated cost:  $300K-400K are the ballpark costs we’re guessing for this Rally/myUHC work effort
      6. Do you have the funding for this cost?  We would propose UHC funds as this supports the RallyConnect member experience.
      7. Please confirm:O ur 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.  No, this would add friction to the member experience because 1DocWay would have to force members to create an additional account.  Also, API is currently not part of our product roadmap with 1DocWay and will not happen anytime soon.
      8. Current Telemental Health network: ~3,800 providers (total network: 150k) Current Telemental Health Provider Adoption of Optum: ~100 providers/month (with no dedicated recruitment efforts) Target Adoption by 1/1/2018: ~315 providers (with targeted recruitment campaign) Current Telemental health claim utilization: <1% (across 35M OBHS members)
  • Admin
    JONATHAN RANGOONWALA commented
    September 20, 2017 17:08

    Unfortunately we are NOT going to be able to do this work in Q4 2017. Our queue is at capacity with our existing enterprise initiatives and various regulatory items that must be completed before 1/1/2018.

     Before we bring this back for Q1/Q2 consideration; need sit down and think through this request and how the experience you’re looking to do with what we already have in Connect for UHC members.

    We need to maintain a consistent Appointment Scheduling Experience across Medical/Behavioral search. Given we already have an existing Appt Scheduling feature we’ve built within Rally  - using Advisory Board (see attached feature preview); we should keep the experience of searching/booking an appointment consistent for members across medical/behavioral. Not create a separate flow.

    In order to do this we need to use an API instead of an SSO. 1Docway needs to enable API’s to support booking an appointment w/n Rally Connect. Members can manage/cancel/etc their appointments within 1DocWay but have multiple vendors with different booking experiences and breaking the “shopping” experience doesn’t line up with what we’re trying to d

  • Admin
    JONATHAN RANGOONWALA commented
    October 16, 2017 17:18

    This request has been cancelled - until the project team has reorganized and has a new updated request