CASE STUDY: MDLAND
Frictionless Identity Proofing Helps MDLand Improve Patient and Physician Experience While Adhering to Government Mandates
Founded in 1999, MDLand is a leading digital health technology company bringing advanced solutions for healthcare problems. Since its inception, MDLand has worked closely with its physician customers to digitize and modernize practices with a focus on the comprehensive Value-Based Payment (VBP)-ready enterprise EHR, new-generation population health, clinical analytics, and digital health platform to support disease management, patient monitoring, and virtual health. In recent years, MDLand expanded its cloud-based digital health platform to support customers and partners, including physician organizations, payers, and governmental agencies to increase productivity, improve quality, ensure compliance, enhance revenue, and engage patients to improve care and outcomes.
”We used to have a few providers who could not pass through via the previous third-party identity proofing solution. So it is very challenging for them not to access the EPCS system when they need it. It also imposed a challenge for our customer support team as our first priority is to provide the best quality and timely support to our providers and their patients.Christopher PuccioSenior Manager of Service Delivery at MDLand
MDLand also appreciated the ID.me emphasis on user experience.
“A lot of times with these solutions, organizations don’t get to see the UX because they can’t go through it themselves,” Puccio said. “ID.me showed us step by step exactly what the user experience would be, which is critical. Having it laid out for us was so important.”
MDLand worked with ID.me to implement Identity Level of Assurance Level 2 plus liveness into the workflow, in accordance with NIST guidelines.
The transition from the old system to ID.me, as well as the entire onboarding process, went very smoothly.
“Communication between our two teams was very good,” said Sara Liu, Project Manager at MDLand. “If we needed to jump on a call, ID.me was there. The fast response times made the onboarding process very clean and efficient. We could kick things into gear very quickly.”
Since implementing ID.me, the entire verification process has become much simpler for both providers and staff. Providers verifying through MDLand have experienced a 97% pass rate overall, which is significantly higher than what they experienced with their previous vendor.
For the small handful of providers who are not able to verify through the self-service flow, ID.me customer support reps can quickly verify them through video chat so they can resume work and help patients get the care they need.