Unlocking the power of collaboration to create stronger global partnerships and health care experiences

By Stephen T. Fomba

In the ever-evolving world of health care, relationships between health benefits providers, health care providers and third-party administrators (TPAs) help shape patient care through better processes, such as seamless coordination of services, efficient claims processing and elevated member experiences. When these essential elements come together, it enhances these relationships to deliver even better care and experiences for international members living abroad.?

At Aetna International, we are constantly looking for answers on how we can deliver a simplified, high-quality health care experience for our globally mobile members.??

In this article, we will share lessons from our network team’s recent visit to Africa, where we learned valuable insights into building a model for collaboration, strengthening personalized relationships, working together to unify efforts and proactive problem-solving with our global TPAs.?

The power and promise of TPAs?

TPAs are instrumental in delivering exceptional health care experiences for international members as they act as intermediaries that connect health benefits providers, patients and health care facilities to ensure seamless coordination and support.??

We have long valued the significance of strong TPA partnerships in providing top-notch health care globally. TPAs with local expertise empower us to establish reliable care provider networks in every country we serve, ensuring outstanding care for our members regardless of their location.?

But to fully realize the potential of these alliances, health benefits providers must:?

• prioritize mutual trust and transparent communication?
• embrace innovation and technology to streamline operations?
• collaborate on value-based care initiatives that drive improved health outcomes and cost-effectiveness?

That’s why members of our network team and I recently spent time with our TPA partners, clients and health care provider partners in Africa to explore what's working in our partnership and identify areas of improvement so we can build a framework for even closer collaboration. By attentively listening to their insights, we addressed their unique needs, overcame collective obstacles and drove remarkable change.?

Investing in personal relationships??

These face-to-face interactions have proven invaluable. By investing time and effort in building these personal connections, we strengthened our partnerships beyond borders and virtual communications.?

During these meetings, our Global Network Management team discussed the challenges our members faced while accessing care in the region. ?

Collaborating for action and tackling challenges together?

To address these challenges head-on, we partnered with our TPAs to foster open communication, cross-cultural understanding and a strong sense of teamwork. That led to us to jointly developing a sustainable action plan that prioritizes five key areas to enhance TPA management:?

1. Preventing disruptions: Implementing measures to ensure seamless health care access for members worldwide.?

2. Ensuring continuity of care: Guaranteeing uninterrupted health care services across borders.?

3. Improving services: Enhancing the quality and efficiency of health care delivery.?

4. Streamlining processes: Developing convenient procedures for members' benefit.?

5. Addressing issues in a timely manner: Swiftly resolving concerns to maintain smooth operations.??

And together, we devised strategic approaches to enhance:?

• claims submission and claims reconciliation processes?
• provider contracting and onboarding efforts?
• the expedited issuance of Guarantee of Payment (GOP)?
• communication and commitments with each other?

Transforming health care one partnership at a time?

In today's interconnected world, working together with partners, TPAs and health care providers is crucial for improving the quality of care and member experience.??

• By tapping into the collective knowledge of all stakeholders, health care organizations can use resources more effectively, ensuring patients receive timely and efficient care. This approach focuses on the needs and preferences of each individual, making health care more personalized.??
• Making health data exchange seamless and compatible enhances decision-making and ensures comprehensive patient care.??
• Collaborative efforts also foster adaptability, enabling health care entities to tackle new trends and challenges while constantly improving and finding cost-effective solutions.??

Ultimately, these partnerships strengthen global health care networks, offering better global care options for members and enriching the overall global health care landscape.?

With the valuable support of our TPAs, our goal is to raise health care standards worldwide and improve the well-being of our members around the globe. Together, we will keep innovating and working toward a healthier and brighter future for everyone.?

How has your organization unlocked the power of collaboration? Share your thoughts and lessons learned in the comments.??

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