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Myndshft Blog

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June 28, 2023

How to Enhance Customer Experiences: Add Prior Auth Software to Your SaaS Solution

by Susan Lawson-Dawson | Healthcare Technology, Prior Authorization

The digital era has reshaped the competitive landscape across industries, with Software-as-a-Service (SaaS) companies leading the change. But with increased competition, comes increased pressure. As SaaS providers strive to offer the best services, reduce churn, and stay ahead of competitors, customer experience (CX) excellence matters more than ever. 

A surefire way to enhance CX is through the strategic integration of software, such as prior authorization softwareOffering seamless integration into your existing software ecosystem, automated prior authorization addresses a key pain point for the healthcare providers you serve. Let’s dive into the realm of SaaS and explore how software integrations can work wonders for your customers—and by extension, YOU. 

The SaaS advantage & the CX challenge

The rise of SaaS companies is attributed to the inherent advantages they offer: accessibility, scalability, affordability, and easy updates. But as the market saturates and competition heats up, simply delivering the software is no longer enough. You need to provide a better experience to stand out from the crowd.

One major challenge for your customers  lies in handling complex processes within their existing workflow. In particular, they want a solution to prior authorization. Unfortunately, the complexity of prior authorization equates to equally complex development, especially if it isn’t your area of expertise. And since your customers want a better prior authorization solution now, spending months (or years) developing automated prior authorization from scratch won’t win their loyalty. 

CX benefits of a prior auth software integration

Designed to automate and simplify today’s most-manual process, prior authorization software significantly reduces the time and effort required. The software uses artificial intelligence (AI) and machine learning (ML) technologies to automate manual tasks, improve accuracy, and speed up processing times.

Integrating prior authorization software directly into your SaaS offering can help create a streamlined, end-to-end process for your users. This, in turn, improves the overall CX. How does it help? 

Reduces administrative burden

Evidence that prior authorization remains one of the most burdensome transactions in healthcare abounds. In fact, we noted in a recent blog post that even the U.S. Surgeon General has suggested that reducing administrative burdens like prior auth is key to reducing burnout among healthcare providers. What’s more, a Holon Solutions survey found that 72% of healthcare workers have “high interest” in technology that reduces administrative tasks

Integrating automated prior authorization in your existing solution delivers on those expectations, allowing your customers to realize a 70% or greater reduction in the time spent submitting and tracking prior authorizations. 

Increases accuracy of submissions

The automated, AI-driven process eliminates repetitive data entry. In turn, this reduces the risk of typographic errors. In addition, because the software uses Collective Healthcare Intelligence™, a single source of truth for patients’ health and benefits information, providers’ clinical documentation, and payers’ plans and policies, preventable errors due to missing information decline too. More accurate prior auth submissions leads to less rework. In fact, prior auth automation reduces rework up to 90%

As a result, your customers get a confidence boost that translates to higher loyalty and less churn. 

Enhances the workflow

“Portal-itis” may not appear in textbooks on medical diseases, but your customers probably have it. The last thing they want is yet another tech tool that disrupts the rhythm of the workflow.  By integrating automated prior authorization within your customers’ existing workflow, you make adoption easier. They keep using a familiar interface, just with the bonus of getting more of their daily tasks done at the same time. 

Which leads to our final reason (for now). 

Improves cost-efficiency

By cutting down on repetitive, manual work and reducing preventable errors, your customers realize lower operational costs. In addition, freeing up physicians from burdensome paperwork leaves more time to see patients.

That means your customers can grow their organizations. Plus,  you’ll have an additional revenue stream too.

The pressure to deliver better CX is on

The decision to partner with an established automated prior authorization solution provider rather than developing an in-house solution offers several key advantages. 

Experience with a complex problem

An established prior authorization software provider has years of experience dealing with the intricacies of prior authorization processes. They’ve already navigated the complexities, tested the systems, and refined their solutions. By partnering, you tap into their wealth of knowledge and proven expertise.

Faster implementation minus maintenance demands

Developing a solution in-house is a significant endeavor. It requires substantial time and resources to build, test, and implement the software. Plus,  in-house development comes with ongoing expenses for training, maintenance, upgrades, and troubleshooting. Partnering with a proven solution provider transfers these costs and responsibilities to the vendor. Not to mention, since the existing solution provider remains committed to continuous innovation and regular upgrades, you always have access to the latest technology and improvements without the need for additional investment.

Compliance with regulations and security best practices

Prior authorization processes are subject to numerous regulatory guidelines and data security regulations. When you partner with a prior auth software provider like Myndshft, you can do so knowing that we have built our solution to satisfy HITRUST CSF® Certification standards. Likewise, the use of HL7 FHIR APIs for data exchange ensures that the solution meets future standards being drafted by the CMS. 

While developing an in-house solution might offer greater control and potential customization, it is often outweighed by these advantages. A partnership with a specialized automated prior authorization solution provider can ensure a higher degree of expertise, cost-effectiveness, and efficiency, allowing you to focus on what you do best: delivering a superior SaaS product and experience to your customers.

Want to give your CX a boost?  Connect with Myndshft to see what’s possible.