Measuring Customer Success at Moxe

Q&A with Chief Customer Officer, Beth Zuehlke

For this blog, we sat down with Beth to better understand how Moxe’s Customer Success team ensures customers have the tools and the team they need to get as much value as possible from their Moxe partnership.

Q: As Chief Customer Officer at Moxe, what’s your favorite thing about your job?

A: I’d have to say my favorite thing is getting to work with the amazing Moxe team; they’re smart, fun, and genuinely good people. I also really love the fact that we get to sit between payers and health systems—which is a unique position. As anyone working in healthcare knows, there is a lot of friction between payers and providers. We get to see both sides of the equation and must understand all stakeholders’ needs and challenges. I’ve worked with both payers and providers in past roles, but this is the first time I’m working for a neutral third party that sits between them. This neutrality enables Moxe to deliver efficiencies that make healthcare more affordable and better for all involved, including the patient. 

Q: How do you define customer success? What are the metrics you look at and encourage your customers to look at? 

A: There are many factors to consider when defining customer success, and some of the metrics look different for providers versus payers. However, no matter who the customer is, we have one simple goal: How can we deliver the most value for that customer?

With providers, we like to look at efficiency: 

• Volume of requests: How can we dramatically decrease the number of Release of Information (ROI) requests they manage manually so they can be more efficient and responsive?

• Turnaround time: How can we improve the average turnaround time for requests so our customers can meet the deadlines and demands of their payers, which helps them comply with service level agreements and improve the revenue management cycle.

• Number of phone calls and follow-up emails related to status checks: With so many ROI requests to fulfill and tight deadlines to meet, our customers spend a lot of time answering calls from requestors, following up on inquiries, and monitoring the status of requests. When we partner with a customer, we like to see how much we can decrease or better yet eliminate those follow-ups as this speaks to the speed and accuracy of Moxe’s solution. When payers get all the data they need in a timely manner, they’re not nagging providers.

• Resource allocation: If we can decrease the number of staff hours spent on manually fulfilling requests for clinical data, we help our customers reallocate staff to more patient-centric work. We can also eliminate the need for overtime and temporary staff that are often required during peak times, like HEDIS season. 

• Paper, CD, and postage costs: Providers spend a lot of money on these items when they manually fulfill requests for clinical data. We want to drive to 100% digital delivery of data and eliminate these costs completely.

With payers, we like to look at data quality, cost, and speed: 

• Accuracy and quality of data: How can we improve the accuracy and quality of the data we deliver to ensure payers get what they need? Our member-to-patient match rate exceeds 98%, which means we can fulfill nearly all requests digitally. We also work to ensure that the data delivered is complete, so that our payers don’t need to run down further information.

• Chart acquisition costs: How can we decrease the cost of obtaining clinical data for our payers? Payers spend a lot to retrieve medical records, and they’ll go to great lengths to get the data they need. Sometimes, they employ people to physically go to provider offices to get charts; Moxe does away with that need.

• Usability of data: How can we make the data as actionable and easy to use as possible? We customize data output for payers, so they get the data they need in a format that works for them. We provide data in both custom and standard formats, including HL7v2, IHE, or FHIR as well as other machine-readable formats to support payer use cases like risk adjustment and HEDIS.

• Speed: How can digitizing the fulfillment of clinical data requests improve turnaround time? We typically deliver 95% of charts in less than 3 days. Traditional chart retrieval often takes 4-6 weeks. This time saved translates into money saved for payers.

• Consistency: How can we streamline the process to deliver consistent data? Payers work with lots of providers who use different EHRs and deliver data in a variety of formats, which can make managing the data on the payer side feel like a scavenger hunt. Moxe ensures that all the data payers receive is in the preferred format whether data is coming from an Epic, Cerner, Meditech, or a site with another EHR. 

Q: When a new customer signs on with Moxe, what can they expect? 

A: Customers can expect a high-touch, responsive team who is eager to partner with them. Every customer gets a Customer Success Manager, who makes sure each customer gets as much value from Moxe as possible and that we’re responsive to all questions and concerns. In addition, customers have access to a Technical Implementation Strategist, who facilitates the partnership from a technical perspective. 

Customers can expect full transparency, from pre-implementation conversations to the dashboard that shows the real-time status of all requests. They can also expect professionalism and top-notch collaboration; It’s not uncommon for us to facilitate conversations between payers and providers to make sure everyone is getting what they need. 

Q: How is Moxe different from other companies you’ve worked with?

A: One thing that makes Moxe stand out is our true drive to provide value and deliver on our mission to make healthcare more affordable. We're willing to do whatever it takes to help our customers reduce their administrative burden, which means getting creative, collaborating with others, and solving important problems.

Something that speaks to our drive to provide value is our payment model which differs from traditional competitors who charge both providers and payers. In contrast, most of our services are free to providers. Moxe’s primary revenue model is to charge health plans and data requestors to acquire data at a fraction of what it costs to manually retrieve a chart. There is value to both payers and providers once they’re in the Moxe network as they can exchange data and insights securely with any organization within our network. Our payment model validates our strong desire to reduce administrative burden to drive down costs for both the payers and providers—ultimately making healthcare more affordable for patients.

Complete transparency and neutrality are two things that set Moxe apart. We are committed to giving our customers a transparent view into the status of requests, so they know where things stand at any given time. Building on this, we also believe collaboration is critical. As a neutral third party, we often serve as an intermediary between payers and providers: We can present the facts, represent each party’s needs, and help everyone come to a mutually acceptable solution.

Q: What type of customer, if any, might NOT be a good fit for Moxe? 

A: Well, if they REALLY like paper, they might not be the best fit for Moxe. 😊

Q: What are some of the biggest things customers can do to set themselves up for a successful implementation with Moxe? 

A: The best implementations are those where our customers are well-prepared. They come to the table with a clear understanding of how they currently manage clinical data requests and what their goals and priorities are. It’s also helpful if they bring well-defined release policies and identify key players from a technical, compliance, and security standpoint who are ready to collaborate. The faster we can get the right folks to the table, the faster we can implement. To ensure that implementation goes as smoothly as possible, Moxe will provide a number of materials from the time your contract is signed, through implementation that will outline resources needed.

Q: What happens after a Moxe implementation? How do you help ensure customers are successful?

A: We are committed to having open, collaborative, and data-driven conversations that communicate how we bring value and how we can do more. We want our customers to see clear, measurable results. To help facilitate this, we conduct monthly check-ins (at a minimum) and quarterly business reviews with our provider customers. As for our payer customers, we typically meet with them weekly to monitor value, communicate opportunities, and align on objectives.

Q: If someone is interested in Moxe and wants to talk more about how it might be an asset to their organization, who should they reach out to? 

A: We’d love to talk with you and share more about our customers’ success and how we’re delivering results for health systems and payers across the country. Please drop us a line here, and we will be in touch soon. 

Beth Zuehlke brings more than 20 years of experience in healthcare technology, consulting, project management, and sales. She’s a solution-oriented leader who is committed to bringing our customers innovative solutions that reduce waste and enable greater access to care.