Health plans broaden online services - Internet Managed Care - Brief Article - Industry Overview

Health Management Technology, Jan, 2003

Managed care organizations (MCOs) continue to increase the breadth of the Web-based services they offer, including more self-service options for members, according to a new survey of webmasters and an analysis of 97 payer websites. Member visits to websites of payer organizations increased by an average of 8 percent each month in the six months from April through September 2002, says the sixth semiannual survey by Cap Gemini Ernst & Young.

Other key findings from the consultancy's survey: 44 percent of MCO sites now offer online prescription drug ordering, compared to only 14 percent six months prior. Two-thirds of MCOs now allow patients to track their claims online (up from 59 percent last March and 27 percent in fall 2001). More plans offer online explanation of benefits (55 percent now versus 45 percent in March), and 39 percent of plans now allow members to change physicians online.

Payer websites are also increasing services for healthcare providers. The vast majority of MCOs (87 percent) offer physicians online access to formularies. Many also provide access to policies (67 percent), claims status (69 percent), eligibility status (64 percent) and referral authorization (56 percent).