- March 17, 2025
- Credentialing
While technology and AI are changing the healthcare landscape, human connection is becoming lost in automation. Live customer support is increasingly rare; however, Modio remains dedicated to providing their customers with real-time solutions powered by real people. Their efforts were rewarded with back-to-back high KLAS scores and satisfied customers. In an ever-changing environment, clients can appreciate consistency, especially when it’s related to the top-notch service from their provider.
We sat down with Brad Boyette, VP of Client Experience and Operations; Jordan Thomas, Client Success and Operations Manager; and Faith Beazley, Service Desk Manager, to explore how Modio is using a customer-centric approach to tackle challenges in the software credentialing industry.
When it comes to credentialing software, what are the pain points you see popping up most often for customers?
Brad: I’m sure if we asked 100 credentialing professionals what they thought, we might get 100 different answers, which speaks to how much room for improvement there is in credentialing. However, several key themes consistently emerge. First, there’s the sheer redundancy of managing provider data. Everyone’s keeping their own separate lists, which creates confusion and inefficiency. Second, you’ve got the wild variations in credentialing requirements and data standards, particularly across different states. And then, lastly, we still see organizations relying heavily on outdated, paper-based processes that simply aren’t reliable and slow everything down.
Jordan: That’s exactly right! Those are precisely the issues Modio’s founders had in mind when they built OneView, and we’re committed to tackling them head-on. We’ve created a secure, centralized hub for all provider data, eliminating the need to juggle multiple systems. We also recognize that credentialing isn’t a one-size-fits-all process, so OneView is built for flexibility, adapting to each organization’s unique workflows and requirements. To replace those paper-based frustrations, we’ve integrated digital solutions like electronic workflows, robust document management, direct integrations with credentialing bodies, and electronic form completion. We’re helping teams move credentialing into the modern age, making it faster, more accurate, and, let’s be honest, a whole lot less stressful.
Modio consistently earns impressive KLAS ratings, with customer service being a major highlight. What’s the secret to this success, and what sets your approach apart?
Faith: First, we love having KLAS as a partner to help ensure we are in touch with what’s top of mind for our clients, and it’s incredibly rewarding to see that our “white-glove” approach to customer service is making an impact. For us, it comes down to three key things. First, we really focus on building genuine partnerships. We take the time to understand each client’s unique needs and challenges. We especially value the relationships we’ve built with the coordinators we work with every day. Second, we’re all about being responsive. We want our clients to feel supported, so we prioritize being there when they need us. Finally, we combine that responsiveness with a personal touch. We know one size doesn’t fit all, so we tailor our support to each client. Our team goes the extra mile to exceed expectations and deliver a client experience that shows how committed we are to their success.
Live customer support is becoming a rarity in tech. How does Modio’s dedication to real-time assistance impact user satisfaction and retention?
Brad: You’re absolutely right to point that out. We’ve intentionally prioritized live support over bots and automated systems. We understand that our clients value human-to-human interaction, especially when they need assistance. Faith and her team have done an amazing job ensuring there are multiple ways for clients to connect with a live support agent.
Faith: Exactly. It’s a core principle for us. While automation has its uses, nothing beats the trust and connection you build through direct interaction with a skilled support team. It’s not just about solving problems faster; it’s about making our clients feel genuinely heard and supported. As Brad said, relationships are key, and live support is a huge part of building those strong connections.
Jordan: I couldn’t agree more. And I’d add that we really emphasize making it easy to jump on a call. Sometimes, what would take a long email chain can be resolved in a quick phone conversation, saving everyone time and ensuring clarity. That willingness to engage in real-time problem-solving is definitely something that sets us apart.
Looking ahead to 2025, what emerging trends do you see shaping credentialing and healthcare IT?
Brad: There’s a lot of ground to cover with that question, but at its core, it all comes down to efficiency. Right now, a huge chunk of the credentialing process is just gathering and transforming data for things like payer enrollment, licensing, and hospital privileges. Making matters worse is that some of that data gets collected multiple times by different organizations for the same provider. It’s incredibly redundant.
Currently, most efficiency gains in OneView come from two items. First, everyone working on an electronic, integrated record. Second, having integrations that enable automatic connections with various agencies, allowing us to update information in OneView while simultaneously downloading a primary source verified (PSV) document. However, I believe we’re moving toward a future where that initial data gathering will happen automatically, running in the background. Imagine onboarding a provider and all of the data collection and documentation happens autonomously with the credentialing staff getting notified once that process is complete. It will transform the way credentialing is performed. Of course, challenges remain, like the significant variations in requirements across organizations and licensing bodies, which make full automation challenging. But I’m optimistic we’ll see some major strides in the next 12 to 24 months. We’re on the brink of some real advancements, and I’m excited about Modio’s role in driving that progress.