How Comprehensive Monitoring Allowed Amwell to Grow by 300% in 3 Months
Amwell Provides Telehealth Services to 80 Million+ Patients across the U.S.
Amwell is a large telehealth solutions provider that partners with 55+ health plans, 2,000+ hospitals and health systems, and over 100,000 providers to provide virtual healthcare services to more than 80 million members. Amwell is currently headquartered in Boston, Massachusetts.
From October 2019 to October 2020, telehealth claim lines nationwide skyrocketed by 3,060%, according to private healthcare claims data from Fair Health. Amwell’s virtual visits trends echoed what was happening nationally. According to the fourth quarter and full year of 2020 Amwell earnings call:
Exact-match results to identify excluded, sanctioned, or terminated providers in their populations
Ongoing Medicare Opt Out monitoring and process improvement
Elimination of additional verification and false positives for excluded or sanctioned providers or employees
Batch upload of 300-400 providers at one time in about 10 minutes, previously done manually by 3 FTEs
Centralized dashboard views to meet compliance, auditing, and reporting requirements
“Not only has ProviderTrust saved us countless hours of unnecessary work and delivered peace of mind that no exclusions will be missed, but their solution is also the most polished one that we work with, and we are frequently complimented on how organized our credentialing files and programs are.”
Sr. Manager, Credentialing and Delegation Oversight
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providers batch uploaded in about 10 minutes
client audit requests supported at any given time
With the rapid growth in telehealth, Amwell needed to scale its compliance monitoring efforts quickly. At the same time, Amwell was using multiple vendor databases, which resulted in overlap and the duplication of some sanction screenings.
Through this process, and by comparison with ProviderTrust, they found the other vendor had several sanctions and exclusions that went unreported due to outdated datasets. Amwell found that Medicare Opt Out list data was largely outdated, which led to delayed findings.
Amwell required a reliable solution to centralize provider data and ensure ongoing monitoring in one platform. The ideal data partner would be able to scale in tandem with Amwell’s rapid growth and add additional monitoring sources easily — which was especially important as Amwell simultaneously faced three to 10 client audits.
Amwell was also seeking a proactive and timely solution to address business decisions when providers were found on the Medicare Opt Out list. They needed a tool that team members felt confident utilizing each day and administrators could count on for visibility and accuracy. The solution that could meet Amwell’s needs was ProviderTrust.
See Our Solution
Amwell was pleased with its current exclusion monitoring solution of four years - ProviderTrust’s Passport. At the time, it was monitoring 3,500 providers. In April 2020, Amwell expanded this solution to include monitoring of an additional 4,000 providers against the addition of the Social Security Administration Death Master File (SSA DMF) and OFAC list. Amwell also migrated their Medicare Opt Out list monitoring from another vendor to ProviderTrust.
The expanded solution provided comprehensive automated exclusion monitoring in one easy-to-understand platform that allowed for:
In the fourth quarter of 2020, virtual visits totaled 1.6 million, up 300% from the previous year
Throughout 2020, Amwell saw a massive jump in virtual visits, totaling 5.9 million visits, up 400% from its 1.1 million visits in 2019
Passport allowed Amwell to scale quickly and seamlessly, ensuring that Amwell’s team had access to:
Real-time insights and transparency with quick look-ups of provider verification and monitoring history
Enhanced reporting options for smoother audits, including weekly email summaries
Data integrity in an organized, easy-to-use platform
ProviderTrust’s platform has also helped Amwell grow its market footprint by allowing health plan prospects to preview Amwell’s monitoring results during the pre-delegation review.
In the future, Amwell is looking into adding ProviderTrust’s Preclusion List monitoring to their instance of Passport. However, when asked what changes and improvements Amwell would make to ProviderTrust’s platform, their response was a resounding “none.”
in yearly virtual visits
in quarterly virtual visits