COMING SOON
athenaCollector
Billing Provider Guided Setup
Project Overview
Problem
athena Clients are having issues with completing billing provider guided setup, specifically at the provider credentialing step.
Role
UX Researcher & Designer
Time
5 Weeks
Deliverables
Research Readout
Solution Sketches
What is billing provider guided setup?
Billing provider guided setup (or guided setup) is a feature in athenaNet that guides clients through the process of adding a new billing provider after their practice has gone live.
The feature was primarily designed to address claim holds and cashflow delays related to provider setup errors and to consolidate several complicated admin pages into a six step walkthrough.
Adding new billing providers to athenaNet (or to any EMR platform) is important because providers have to bill for services they provide to patients in order to get paid.
Prior to guided setup, athena users would to have navigate through several admin pages in order to set up a new billing provider.
Defining the problem
A performance review of guided setup (completed before I joined athena) highlighted two things:
Clients who completed all six steps when adding a new provider saw fewer claim holds related to provider-setup errors compared to clients who started the workflow but didn’t complete it.
A significant amount of clients were having the most trouble completing the guided setup workflow, especially at the provider credentialing step (step 4).
As a UX Intern on the athenaCollector team, I was asked to conduct research in order to find out what was happening at the provider credentialing step of guided setup and had five weeks to do so.