As HR managers look for ways to reduce the costs associated with benefits offerings and maximize employee satisfaction, they should take note of important trends that are impacting benefits plans today. A noteworthy trend in dental benefit plans is the use of real time technology.
Making an Impact
The same scenario repeats itself time and again in dental offices across the country. A patient goes for a routine visit to the dentist´s office and discovers some type of treatment is needed - a cavity, for instance. Many times a patient will want to know what his or her out-of-pocket costs will be before agreeing to the dentist´s treatment plan. In an effort to reduce delays, which can result when employees reschedule dental appointments so that they can first check their dental plan provisions, dental carriers are migrating toward offering employees, employers and dentists - more advanced, "real time" technology. This technology can also increase overall plan satisfaction for all parties involved. Among the changes taking place are fast confirmation of benefit plan details (often while the patient is still in the dental office), increased employee awareness of benefit plan information, improved patient-dentist relationships, and faster claims processing and reimbursement.
For example, dentists with access to "real time" technology capabilities are able to retrieve information about whether patients are eligible for certain procedures, and verify the details of a patient´s benefit plan, usually in a matter of seconds. The "real time" aspect to the process helps patients to make informed decisions about their dental health, often while sitting in the dentist´s chair. A dental plan with real time access to information may help patients become better consumers of dental care, by providing them with quick and direct connection to plan information.
This can also eliminate some of the administrative burden from HR departments. Real time technology lets employees, employers and dentists check online for the status of claims and review prior claim transactions, among other features. In the end, employees may walk away with a clearer understanding about their dental plan coverage. In addition, the ability to check on insurance coverage for specific procedures via real time technology gives patients and dentists the ability to move forward with appropriate treatments. Having this information on hand during an office visit may open up a meaningful dialogue between the dentist and patient about details of procedures and/or alternative options, and may eliminate any financial surprises for the patient. Dentists can also confirm whether additional information, such as x-rays, are needed to be submitted to the carrier in order for a benefit determination to be rendered - thus eliminating time delays.
In addition, improvements in dental plan technology have enhanced the claims process as well. Electronic claims can be processed more quickly than paper claims, and are typically more accurate. The end result is a faster reimbursement process, which is good news for all stakeholders.
Satisfaction Guaranteed?
Noticeably, dental carriers are increasingly working toward new technology changes in order to build a better experience for employers, employees and dentists alike. "Satisfaction" has taken on a more important element in dental plans, due in part to several noteworthy trends that have made a considerable impact on the dental market.
One of the most important issues is the supply/demand factor of dentistry services. According to the American Dental Association´s 2001 report, Future of Dentistry, there was a 30% decline in the number of dental school graduates from 1982 to 1999. Additionally, the average age of dentists has increased, and they tend to work fewer hours than in the past. At the same time, Americans have grown more educated about the importance of preventive dental services, and there has been a greater demand for cosmetic procedures. Thus, there has been an increase in the demand for dental services. While a source of "new patients" may have been a motivating factor for dentists to join a dental carrier´s network in the past, dentists today expect carriers to provide some type of added value to their practice in order to join a network.
One might argue that carriers that can offer real time technology services that are free of charge and easy to use provide an extra appeal to dentists. Further, in order to attract and retain qualified dentists, carriers are increasingly offering network providers value-added services, such as more streamlined technology. Dentists who file claims electronically can identify and correct potential problems on claims before processing begins, leading to faster turnaround time and cost savings for all parties - including employers and employees. A plan that gives dentists more options is likely to increase their satisfaction level with a carrier, which in turn, may increase employer/employee satisfaction. Carriers need to be innovative in providing these value-added services in order to keep dentists satisfied and even grow their provider network.
Bridging the Gap
Quality assurance of a dental plan requires that a carrier build and maintain open, communicative relationships with providers, employers and employees. Carriers ideally should solicit feedback from providers, patients and employers and use this information to improve programs. Real time technology enables all parties to connect quickly and be more informed.
By having a greater understanding of the implications of developing demographic trends and technological advances in dentistry, employers can have the ability to select a cost-efficient and time-efficient dental plan for their employees. The rewards for doing so can be enormous: high quality care and improved benefits satisfaction.