How the Marketplace Creates Seamless User Experiences to Deliver Better Outcomes

August 10, 2023

Authored by: Judy Webb-Fisher, SVP, Chief Product Officer

Ancillary care is often foundational to injured workers' recoveries. Yet, coordinating ancillary care presents a myriad of unique complexities and challenges. The process involves a delicate balance of communication and collaboration among injured workers, payors, and providers. Each may have differing priorities, timelines, and communication preferences, making coordination efforts tricky. 

Additionally, workers' comp is governed by a complex web of legal and regulatory frameworks that dictate the provision of care. Compliance with these requirements, such as obtaining approvals and adhering to specific timelines, adds an additional layer to the process.

Successfully navigating these challenges requires meticulous planning, effective communication, and a thorough understanding of the intricate interplay between stakeholders. 

To optimize speed and effectiveness, creating seamless user experiences becomes crucial. This involves designing and implementing a solution that fulfills each user's needs, minimizes obstacles, and creates clear and intuitive navigation throughout the journey.


An Opyn Approach

From the start, our goal has been to provide a solution that is beneficial to all who use it. Whether an injured worker, payor, or provider, we deliver the transparency, tools, and information needed to simplify and enhance their experience. 

By taking a user-centric approach, each user within our digital marketplace platform can achieve better outcomes. Injured workers receive a smoother journey, accessing care faster with fewer hurdles. Providers benefit from streamlined processes, reduced administrative burdens, and access to real-time data to support their decision-making. Payors gain increased savings, more oversight, and insights to drive improved results. 

Six key marketplace features throughout the lifecycle of scheduling and paying for ancillary care make this possible. 


Six Key Marketplace Features 


Referral Portal: Expedited Intake 
The Marketplace offers an electronic intake of referrals, allowing adjusters to trust in an accelerated and accurate start to initiating treatment for injured workers. With the right technology in place, referrals are received in real-time via API or SFTP directly from the payor or the UR service. This creates a smooth and reliable hand-off, ensuring no time is spent on unnecessary manual touchpoints. 
Multi-Channel Communication: Increased Engagement
Utilizing a multi-channel communication approach via text, email, and direct calls significantly boosts engagement among injured workers and providers. By offering diverse avenues for our users to connect with us and prioritizing digital channels first, we ensure convenience and flexibility in communication. This recognizes and respects individual preferences, allowing for a more personalized experience and enhanced interactions.
Smart Matching: Injured Workers Connected with the Right Providers
In traditional workers' compensation scheduling systems, finding the right providers can be a time-consuming and manual process. Our digital marketplace platform solves this challenge by utilizing intelligent algorithms that match injured workers with the most appropriate providers based on their specific treatment needs, availability, and geographical proximity. This ensures timely access to quality care while minimizing unnecessary delays and administrative steps.
Automated Scheduling: Sooner First Appointments
Getting injured workers their first appointments quickly is vital for effective treatment and recovery. Our platform automates the scheduling and notification process for first appointments, allowing seamless coordination between injured workers and providers. By eliminating manual back-and-forth communication, we reduce delays, quickly fill calendar whitespace, and ensure prompt access to care.
Streamlined Billing and Payment Processes: Faster Payments
Managing billing and payments in workers' compensation can be multifaceted and prone to delays. The Marketplace simplifies this process by automating billing and payment workflows. By seamlessly integrating with existing systems and confirming services based on pre-authorized ODG guidelines, it ensures accurate and efficient billing while greatly reducing the risk of delays or disputes. By automating these tasks, providers can focus more on delivering quality care and less on administrative overhead.
Real-Time Insights and Reporting: More Informed Decision-Making
Data-driven decision-making is essential in workers' compensation. Our platform offers real-time insights and reporting capabilities that empower providers and payors with actionable information. Users can monitor key performance indicators, track outcomes, identify trends, and make data-informed decisions to optimize care delivery and cost management through intuitive dashboards.


Delivering Ancillary Care Can Be Simple and Easy for Everyone

In any industry, you want to focus on how users experience a product or service. In more complex industries, such as workers' compensation and healthcare, this can be a challenge.  

By prioritizing seamless user experiences in the Opyn Marketplace, we simplify ancillary care for injured workers, payors, and providers, enhancing satisfaction and outcomes. Personalized options, streamlined workflows, enhanced communication, and real-time insights empower users to navigate with ease. This approach has become the key to unlocking success, trust, and positive outcomes. 


If you'd like a better experience in your ancillary care delivery process and to achieve improved results, reach out to us today.

Judy Webb-Fisher is the Senior Vice President, Chief Product Officer at Opyn Market®. With over 35 years of experience across claims, cost containment, and technology development, she has a deep understanding of the unique needs of the industry and a passion for delivering process enhancements that improve patient care.

You can reach her at

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