The Learning Portal: Helping Payers Enhance Payment Integrity
In today's complex healthcare landscape, payment integrity professionals face an ever-evolving challenge: maintaining accuracy and efficiency while adapting to constant changes in regulations, coding standards, and industry best practices.
For valued health plan customers, The Learning Portal (TLP) serves as a comprehensive platform for education and ongoing knowledge, as well as skill enhancement. It is both a necessary and required tool for new product implementation, which is a tailored fit to integrate and enhance Lyric’s customer success and engagement experience.
I recently had the opportunity to sit down with Larae Mobley-Moumouni, Director of Learning Solutions at Lyric, to explore how The Learning Portal (TLP) is revolutionizing the way payment integrity teams master and maximize their use of Lyric's solutions.
Meeting Today's Critical Challenges Head-On
Our conversation began with a deep dive into the fundamental challenges that payment integrity teams face daily. "The healthcare landscape presents multiple critical challenges that demand immediate attention," Mobley-Moumouni explains. She outlined four key areas where health plans consistently face hurdles:
Provider abrasion management
Adapting to frequent medical coding standard changes
Maintaining evolving regulatory alignment
Detection and prevention of fraud, waste, and abuse (FWA)
"The Learning Portal addresses these challenges," she notes, "by providing access to a wealth of resources specifically tailored to enhance knowledge, skills, and overall experience with Lyric's products and services."
Certification Programs: The Foundation of Excellence TLP's certification programs for the Policy Management Module and Content Manager represent a cornerstone of Lyric's commitment to user excellence. "These aren't just basic training programs," Mobley-Moumouni emphasizes. "They're educational pathways designed to familiarize new users with essential skills while ensuring deep understanding of both concepts and practical applications."
The certification programs focus on Content Manager application fundamentals and Policy Management Module expertise. Through these certifications, users gain not just valuable and applicable knowledge but help build the confidence to apply best practices to payment accuracy and integrity processes. This understanding helps toward unlocking value, as well as increasing medical savings.
Streamlining Implementation Through Strategic Onboarding
For health plans implementing Lyric's solutions, the onboarding process is crucial for success. "During the implementation cycle, we provide extensive training designed specifically for ClaimsXten Solutions and Default KnowledgePack Rules," Mobley-Moumouni shares.
This structured approach ensures teams are well equipped to utilize all ClaimsXten Solutions effectively, leverage supporting tools efficiently, and implement Default KnowledgePack Rules accurately. The training program focuses on both functionality and practical application, providing a smooth transition to daily operations. This comprehensive approach has proven particularly valuable for teams working the array of very large to smaller health plans navigating payment integrity via ClaimsXten.
Recent Lyric Customer Success survey results from Lyric’s customers reflect an average rating of 6.8 out of a perfect 7.0, for overall engagement experience. The Learning Portal is an integral part of the investment and ongoing effectiveness of our company’s customer success program.
The comments of valued health plans customers, over the last few months, speak loudly of the overall service delivery teams.
The Competitive Advantage of Strategic Learning
In today's rapidly evolving healthcare environment, staying current isn't just important, it's essential for survival. Continuous learning through Lyric's Learning Portal plays a pivotal role in maintaining competitive advantage. Designed by Lyric experts, this platform helps payment integrity teams enhance their product knowledge, skills, and overall experience. To that end, TLP provides:
Comprehensive Learning Resources: To help users gain access to a diverse range of learning materials, including interactive eLearning modules, videos, and webinars, covering everything from product features to certifications.
Flexible Learning Paths: For customizing the learning journey based on unique needs and preferences. The Learning Portal offers flexible learning paths that allow a user to learn at their own pace and focus on the topics that matter.
Just-in-Time Learning: Providing 24/7 access to training content, supporting just-in-time learning, enabling users to review course materials, learn about specific product functionality, and apply knowledge effectively in real-time situations.
Continuous Updates and New Content: Helping users to stay informed about the latest CXT Solutions technology, updates, and advancements with Lyric's solutions. The Learning Portal is regularly updated with new content, ensuring that users always have access to the most relevant and up-to-date information.
Monitoring of Progress: Seamlessly tracking learning milestones and monitoring progress.
Built in Practice: Training curricula that is designed with integrated testing and practice sessions to ensure thorough understanding and skill development. The use of integrated assessment tools to help gauge knowledge and identify areas for continued learning.
Complemented by Customer Success’ Services and Support: Whether a Service Delivery Team assigned to a customer, or routine Support Team access for smaller plans, the Lyric approach to Customer Success is robust in documentation materials, training plus Lyric personnel to create strong, positive outcomes for its customer base.
Preparing for Future Challenges
Looking ahead to the next 3-5 years, Lyric sees significant changes on the horizon.
Mobley-Moumouni shares, "The healthcare industry is experiencing unprecedented transformation. We're seeing evolution in payment models, ongoing technological advancements, and innovation opportunities with automated intelligence. These shifts demand a highly adaptable workforce that stays current on regulatory changes, compliance standards, and best practices in value-based care and risk management."
The Learning Portal (TLP) can be an invaluable asset and pivotal resource to health plans as they navigate the fast-evolving healthcare landscape. With new product offerings, Clinical KnowledgePack rules and new software functionality, TLP offers a solution that keeps health plans informed, agile, and prepared to meet new challenges.
Maximizing Your Learning Portal Investment: Implementation to Excellence
While initial portal training is a required component of your product implementation, there are a number of key ways to enhance adoption and value across your organization:
Increase Team-Wide Expertise: Expand Learning Portal enrollment beyond your core implementation group. By including more members of the payment integrity team, payers build broader knowledge dissemination and a greater understanding of Lyric products across their organization.
Access Available Learning Resources: The portal contains robust learning materials, from self-paced modules to role-specific content. Many organizations find their teams could benefit from deeper engagement with these resources to stay current on Lyric product updates and industry best practices.
Best practices
For organizations looking to maximize their opportunities for greater learning, experience, and success, Mobley-Moumouni offers eight key recommendations that align with the benefits and capabilities of TLP:
Set Clear Learning Objectives: Define specific goals aligned with organizational needs.
Utilize Flexible Learning Paths: Take advantage of customizable training options that match team members' roles and learning preferences.
Leverage Just-in-Time Learning: Access training materials at the point of need, especially during implementation and production support phases.
Apply Knowledge in Real-Time: Encourage immediate practical application of learned concepts.
Foster Collaboration: Create opportunities for team members to share insights and best practices.
Seek Continuous Feedback: Gather team input on content relevance and application.
Monitor Progress: Track certification completions and skill development.
Stay Current: Regularly engage with new clinical content and updates.
The Road Ahead—Strategic Learning and Next Steps
For payment integrity professionals, The Learning Portal represents more than just a training platform—it's a strategic asset in the quest for operational excellence. By combining comprehensive certification programs, continuous learning opportunities, real-time access to critical resources, along with the robust capabilities of Lyric’s ClaimsXten solution, TLP empowers health plans to maintain high standards of accuracy and efficiency while seeking to improve business results and unlock further value across payment integrity.
"The future of healthcare payment integrity depends on well-trained, knowledgeable professionals," Mobley-Moumouni concludes. "Through The Learning Portal, we're ensuring our partners have the tools and knowledge they need to succeed in this dynamic environment."
Lyric is committed to your success through ongoing customer engagement and empowerment. We encourage you to review The Learning Portal's capabilities and training content—and contact your Lyric representative—to identify opportunities for expanding team enrollment and leveraging learning paths tailored to your organization's needs.
About Lyric
Lyric, formerly ClaimsXten, is a leading AI healthcare technology company, committed to simplifying the business of care. Over 30 years of experience, dedicated, expert teams, and top technologies help deliver up to $14 billion of annual savings to our many loyal and valued customers—including 9 of the top 10 payers across the country. Lyric’s solutions leverage the power of machine learning, AI, and predictive analytics to empower health plan payers with pathways to increased accuracy and efficiency, while maximizing value and savings. Lyric is investing in AI driven technology to ease implementation and speed to value for customer savings, while offering enhanced and newly available solutions through internal product development and strategic partnerships, including recently announced partnerships with Concert Genetics, Autonomize AI, and now, Codoxo. Discover more at Lyric.ai.
