How can you effectively manage provider relations during a crisis?

1 Communicate clearly and frequently

One of the most important aspects of managing provider relations during a crisis is to communicate clearly and frequently with your providers. You need to keep them informed of the latest developments, policies, protocols, and expectations that affect their work and well-being. You also need to listen to their feedback, concerns, and suggestions, and acknowledge their efforts and achievements. Communication should be consistent, transparent, and empathetic, and use multiple channels, such as emails, phone calls, newsletters, webinars, and social media. You should also coordinate with other departments and teams to ensure that your messages are aligned and accurate.

2 Provide resources and support

Another key aspect of managing provider relations during a crisis is to provide resources and support to your providers. You need to ensure that they have access to the necessary tools, equipment, supplies, and information to perform their duties safely and effectively. You also need to offer them opportunities for training, education, and professional development, especially if they need to adapt to new technologies, procedures, or regulations. Moreover, you need to provide them with emotional and psychological support, such as counseling, wellness programs, peer support groups, and recognition. You should also encourage them to take care of themselves and their families, and respect their personal needs and preferences.

3 Build trust and collaboration

A third aspect of managing provider relations during a crisis is to build trust and collaboration among your providers. You need to foster a culture of teamwork, cooperation, and mutual respect, where your providers can share their ideas, experiences, and challenges, and learn from each other. You also need to create a sense of belonging and purpose, where your providers feel valued and appreciated for their contributions and achievements. Furthermore, you need to promote a culture of innovation and improvement, where your providers can experiment, learn, and grow, and where mistakes are seen as opportunities for learning and feedback.

4 Engage with external stakeholders

A fourth aspect of managing provider relations during a crisis is to engage with external stakeholders that affect or are affected by your providers' work. You need to maintain good relationships with payers, regulators, suppliers, and community partners, and ensure that they understand and support your providers' needs and expectations. You also need to advocate for your providers' interests and rights, and negotiate for fair and favorable terms and conditions. Additionally, you need to collaborate with other healthcare organizations and networks, and share best practices, resources, and solutions.

5 Monitor and evaluate performance

A fifth aspect of managing provider relations during a crisis is to monitor and evaluate your providers' performance and satisfaction. You need to establish clear and measurable goals and indicators, and collect and analyze data and feedback from various sources, such as surveys, reports, audits, and reviews. You also need to use the data and feedback to identify strengths, weaknesses, opportunities, and threats, and to design and implement action plans for improvement and change. Moreover, you need to communicate the results and outcomes to your providers and other stakeholders, and celebrate and reward success and progress.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?