Turn Your Provider Directory into a Member-Experience Advantage
When a member cannot reach the provider in your directory, every downstream promise about care, trust, and value breaks. PRIME® makes the first thing members see about your plan, your directory, the thing they can trust.
Why Member Experience Matters for Health Plans
Directory errors are the silent leading cause of member dissatisfaction. Research shows roughly 80% of members who encounter incorrect provider information trust their health plan less, and that mistrust follows them into CAHPS surveys, call-center transcripts, and disenrollment decisions.
Ghost networks, wrong phone numbers, retired clinicians, and mis-listed specialties are not just compliance failures; they are the moments when a member decides whether your plan keeps its promise. Fix that moment, and nearly every member-experience KPI improves.
What Atlas PRIME® Delivers
PRIME® is built around a single operating belief: member experience is a data problem before it is a service problem. Every capability below continuously verifies the attributes a member actually uses to find, choose, and book a provider, and closes the feedback loop before errors reach them.
Verified Listings, Every Call:
Members reach providers who confirm they are in-network, accepting patients, and at the correct location, because every listing is verified at the primary source before it reaches your directory.
Real-Time Directory Accuracy:
License expirations, address changes, panel closures, and demographic shifts are detected as they occur, so members never encounter stale information when they are actively searching for care.
Appointment Availability You Can Stand Behind:
Secret-shopper audits confirm that members can actually book an appointment, not just find a phone number, protecting CAHPS wait-time composites at the source.
Provider-Maintained Records:
Providers update their own attributes directly through a self-service portal, closing the gap between what a practice knows and what your directory currently shows.
One Consistent Record Across Every System:
What your operations team sees, what CMS reviews, and what your member reads in the directory are the same verified record, with no divergence between channels.
How PRIME® Helps Improve Your Member Experience
Primary Source Validation at Scale
A six-step framework confirms demographics, specialty, location, and affiliation directly with the provider, cross-referenced against NPPES, CMS Care Compare, SAM.gov, and state boards.
Continuous Monitoring
Automated surveillance of licensure, sanctions, exclusions, and demographic changes keeps every record current between outreach cycles.
Provider Self-Service Portal
Providers update their own records through a structured portal, reducing the lag between a real-world change and a directory correction.
Secret Shopper Audits
Independent verification of appointment availability, accepting-new-patients status, and CMS wait-time requirements at the point of member contact.
Cross-System Reconciliation
Records validated against multiple authoritative sources prevent member-visible conflicts across all directory channels.
What Changes When Your Directory Works
Member experience breaks at specific moments: a call that rings unanswered, a panel that closed six months ago, a specialist who left the network last quarter. PRIME® closes each gap before a member encounters it.
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Measurable lift in "Getting Needed Care" and "Getting Appointments Quickly" CAHPS composites
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Fewer member-service escalations rooted in directory errors
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Higher first-appointment success for new and onboarding members
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Stronger member trust signals in NPS, complaints, and retention surveys
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A directory your member-experience team can confidently market
Proof in the Numbers
95%
Data confirmation accuracy reduces rework
90%
Validation success on first pass
One
Source of truth, many downstream systems
