The Challenge
A client with an existing reimbursement support and PAP verification program was underperforming with their current vendor. Benefit verifications and PAP cases were frequently going unclosed due to high levels of missing information (MI). Providers and their staff were frustrated with the process, finding it time-consuming and difficult to navigate.
Our Approach
During the pitch process, Neovance identified missing information as a root cause and proposed building a dedicated provider portal, a solution the incumbent vendor had not offered. The concept helped Neovance win the business, but the team was not done refining it.
During development, Neovance proactively reached out directly to providers and their staff to understand their day-to-day experience and pain points. That outreach surfaced an opportunity to go beyond the original one-way concept. Rather than a portal that simply collected form submissions, Neovance built a two-way solution that allowed providers to submit documentation, check case status in real time, and communicate directly with the support team to resolve outstanding requirements.
The portal launched initially as a 90-day pilot alongside the existing engagement channels. However, the results were strong enough that the client chose to make the new portal mandatory for providers.
The Results
Compared to the same period in the prior year, missing information-related closures dropped significantly:
- 57% reduction in PAP MI cases
- 75% reduction in BV MI cases
- 61% reduction in PAP cases closed due to MI not obtained
Provider feedback reflected the difference:
“Since I started using this portal, everything is so much easier. I’m getting really quick responses and approvals.”
“Everything is accessible versus calling to get the same information. Very user friendly.”
“I was initially nervous, but this is excellent.”
PAP & BV MI and PAP Cases Closed Due to MI Not Obtained
HCP Feedback
- “The portal has made my job so much easier. I can track requests with ease, receive quick responses, and cut down on paperwork. I am grateful for the full transition to online submissions.”
- “I appreciate this service now that the portal is active. This has made my job much easier.”
- “So easy, so I have to say kudos. I was initially nervous, but this is excellent.”
- “I really appreciate being able to do a majority of this online. It makes my life a lot easier. If you could just let them know that this is amazing.”
- “I really like that you can see the sample proof of income letter right here on the portal. Again, I love the portal. So, thank you guys for making it so simple for us. We appreciate it.”
- “I’ll tell you what, since I started using this portal, everything is so much easier. I’m getting really quick responses and approvals. It’s just made things so much easier.”
- “I actually like the portal. It’s been pretty nice having everything accessible versus calling you all to get the same information. It’s very user friendly.”
- “I really love the portal and find it so advanced and easy to navigate.”