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The healthcare industry has historically lagged behind, relying heavily on in-person experiences and a hard-to-maneuver and modernize paper infrastructure. However, social distancing requirements brought on by the pandemic have skyrocketed demand for virtual and digital healthcare options. For example, stakeholders across the health system have been forced to quickly switch to telemedicine, previously underused as a channel of care.
Since the digital adoption of healthcare was catalyzed by Covid-19, this could be seen as a little silver lining that necessity has helped spur technological innovation to meet new demands and better serve patients.
Moving a highly regulated industry from face-to-face to digital
However, with such development comes new challenges and opportunities.
The connectivity that makes telemedicine possible also opens the door to risk. By nature, telemedicine carries unique privacy and security risks that criminals find attractive. Sensitive patient data is in high demand on the dark web, with medical records up to $ 1,000 each. When records are compromised, they are often used to commit crimes such as illegally obtaining prescription drugs, identity theft, or filing false medical claims.
To put it lightly, providing the convenience and flexibility of telehealth in the face of increasing fraudulent attacks in an industry where data privacy is paramount is no easy feat. So how do innovators help healthcare providers skillfully deliver a frictionless healthcare experience while protecting themselves and patient information? Also taking compliance into consideration, this is a tall order.
While other industries have placed strategic emphasis on identity verification as part of a successful digital integration, most healthcare providers are navigating digital healthcare for the first time, leveraging innovators to lead the way. They learn that verifying patient identities is a critical first step in protecting data and that they must strike a healthy balance between providing transparent patient experiences and reducing the risk of fraud.
Remove friction from the digital patient experience
While telemedicine has the potential to benefit patients of all ages, providing a seamless experience is not exactly easy for providers. The process should be simple enough for a digital newbie, like a senior who may not be tech-savvy often, and also transparent enough for those who are tech-savvy and want to get the end result fast.
No matter how comfortable a patient is with technology, removing unnecessary steps during the identity verification process is the start of a positive digital experience. In essence, it makes patient onboarding easier and faster for everyone.
Research confirms that identity verification is the number one challenge businesses face in combating fraud. Implement too many controls and the identity verification process becomes too cumbersome. On the other hand, the absence of controls opens the door to fraud. This dilemma is also true in the healthcare sector, where the stakes – the protection of patient private data – are even greater.
It is likely that most patients will not return to in-person care if they can achieve virtually the same results. It is therefore essential to ensure that the right identity verification tools and processes are in place to help providers secure health records in order to foster trust and provide quality care in the safest manner. and as fluid as possible.
Advances in technology offer the best of both worlds: transparent and secure
With today’s advancements in technology, telehealth providers are overcoming the twin challenges of friction and fraud detection. Unlike basic identity verification and data matching, which is no longer sufficient, identity verification technology that runs in the background can quickly locate, match and authenticate legitimate patients with less. friction. Identity verification solutions that use intelligent layers of identity attributes, analyze a wide range of identity characteristics, and do the hard work behind the scenes so that additional authentication methods are only used when needed. necessary can allow providers to quickly verify legitimate patients.
In particular, a hybrid approach that combines machine learning and human intelligence for identity verification is gaining popularity to give telemedicine providers data feedback and transparency in decision making. A dedicated team of fraud experts superimposed on machine learning go beyond just verifying a patient and providing closed-loop verification feedback that explains why a certain decision was made during the verification process . All individual attributes that require a second review are flagged for review. With this data transparency and feedback, the engine will become smarter, capture any frauds that may have been committed, and improve its process. This is particularly useful for discovering new fraud schemes. Ultimately, providers can approve more legitimate patients and keep more criminals out.
What To come up
Now and in the future, identity verification is extremely important for safe and efficient telemedicine. As the popularity of digital healthcare continues to grow, innovative entrepreneurs who balance all factors of the patient “consumer” experience will be the most adopted. And with that adoption must come the ability to deliver a streamlined, secure, and efficient experience as a key differentiator for providers, enabling them to build patient trust and long-term loyalty while achieving revenue and growth growth. the activity.
Photo: Khanisorn Chaokla, Getty Images
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