Birdsong Hearing Benefits
Preserving the Gift of Hearing

Sound plays a crucial role in enriching experiences and influencing one’s perception of the world. However, a concerning statistic from National Health Interview Survey (NHIS) reveals that 40 million Americans aged 18 and above suffer from some degree of hearing loss. This irreversible condition demands proactive management to mitigate its potential adverse effects.

In response to this, there’s an increasing demand for health plans offering comprehensive hearing care coverage. Such plans not only excel in promoting member retention but also in controlling long-term claim costs.

Birdsong Hearing Benefits is a pillar of support for health plans looking to provide members with comprehensive hearing care. As a third-party administrator and hearing benefit manager, it possesses a deep understanding of the intricacies of various hearing conditions. Leveraging this, it guides members towards credentialed audiologists, reputable hearing aid manufacturers, and a wealth of invaluable resources to facilitate and enhance their hearing care journey.

It effectively manages the entire spectrum of hearing care and provides closely guided support from start to finish, for both health plans and their members, using its proprietary technology suite.

“We built Birdsong for the betterment of health plans to focus on genuine care and tangible outcomes, changing the lives of members in need,” says Sharon Fletcher, president and CEO.

Renewing the Echoes of Daily Life

Birdsong integrates into a health plan’s structure to deliver consistent and personalized care to members. The focus is on ensuring members receive the same level of care and attention the health plan provides.

It invests significant resources into understanding the client’s vision, challenges and member requirements for hearing-related services, before crafting an effective solution.

Recognizing that health plans have many responsibilities beyond hearing care, Birdsong follows a straightforward implementation process that keeps its involvement to a minimum. Standard requirements, like the HIPAA 834 file format, are covered. It offers further assistance to clients who request proprietary solutions.

After contracting with a health plan, Birdsong gives its members access to a portal with a wealth of information on hearing health and how to access providers. The portal is designed to offer a seamless experience, along with the convenience of self-service and channels to connect with the URAC-certified Birdsong contact center.

Birdsong’s team gently guides members through the process, enhancing awareness and supporting their distinct needs. The care journey is designed to prioritize member experiences and health plans in every action.

Leveraging its NCQA-accredited national provider network, it connects members with audiologists best suited to serve their needs while accounting for each member’s lifestyle and hearing requirements.

For members needing supplementary devices, Birdsong unfolds a realm of possibilities through strategic partnerships with the world’s top five hearing aid technology manufacturers.

Adding to this, a seasoned customer service team serves as the point of contact for health plan members. They assist in connecting members with credentialed providers and promptly address queries. Hidden costs are a recurring concern among members, as they typically face inefficient communication channels and complex processes within health plans. Birdsong’s transparent approach quashes these concerns at the root.

Powering Data-Driven Hearing Care

The company’s services are simple and easy for health plans and their members to engage with. Behind the curtain, Birdsong manages complex tasks such as claims adjudication, call center handling, security and compliance.

Within its comprehensive service catalog, the stand out elements are the claims engine and the hearing health intelligence platform.

We Consistently Surpass Customer Expectations By Delivering The Highest Quality Services, And That Attention To Detail Is The Rigor Of This Organization

Its claims engine serves as the foundation for integrating the provider, finance and data and analytics applications. The hearing health intelligence platform provides extensive member data and analytics. It identifies and categorizes members based on varying degrees of hearing issues, from individuals newly discovering their hearing disabilities to those with severe conditions.

Hearing problems can trigger other health concerns, such as an increased risk of falls or early-onset dementia. Using the platform’s predictive modeling dashboard, Birdsong can proactively recognize a member’s health issues that may tie in with hearing loss and help plan providers understand their needs to optimize the care plan.

The platform also proves instrumental in helping health plans manage losses. It facilitates long-term tracking of a member’s care journey, providing insights into the impact on the medical loss ratio. This allows them to optimize performance and improve financial outcomes.

For health plans operating in the Medicare Advantage sector, Birdsong plays a pivotal role in tracking the star ratings, which are closely linked to the quality measures of the Centers for Medicare and Medicaid Services. These form a basis for creating customized plans, where Birdsong assists in identifying areas of risk for health plans, enhancing member experience, and pinpointing gaps in care.

It aims to meet the evolving needs of not just one but all health plans. To meet standards across the board, Birdsong leverages a team of seasoned IT professionals to keep its systems up-to-date and actively address security, regulatory compliance, and data management issues.

Birdsong also provides a range of feedback reporting options through its portal, encompassing ad hoc reporting and standard metrics. Regular touchpoints with health plans, along with key performance indicators, contribute to its continuous alignment with their direction and goals.

Empowering Health Plans with Choice

Cost of care is always a topic of concern for care providers, health plans and benefits providers. Working closely with clients, Birdsong identifies opportunities to optimize care and manage costs for the hearing care needs of members.

Clients also have the flexibility of choosing the most comfortable billing model, such as capitation, fee-for-service, tiered level offerings and allowances.

Birdsong’s experience with a health plan using an integrated health system serves as a compelling example of how it can adapt to any scenario. The client faced challenges stemming from its integrated health system and considered changing their benefits structure.

When Birdsong entered the picture, it credentialed the integrated system into its network, provided the client with a new structure and assisted them with its administration. The model proactively engaged members, greatly improving retention. This success has framed it as a blueprint for arrangements with other health plans.

Quality remains a priority in every client engagement. Monthly reviews ensure quality within its internal member service and external provider departments.

“We consistently surpass customer expectations by delivering the highest quality services, and that attention to detail is the rigor of this organization,” says Brenda Thompson, COO.

A Unified Vision to Advance Hearing Health

The bedrock of Birdsong is rooted in a health plan-focused approach driven by innovation and a forward-thinking perspective. Through its work, it aims to underscore the profound impact hearing care has on an individual’s overall health and well-being.
It upholds high standards of excellence and has carefully curated a team with distinct qualities that draw on their rich experiences. Fletcher, a former health plan CEO who has successfully spearheaded four startups, and Thompson, with a background in third-party administration, contribute specialized knowledge to drive operations. They possess a deep understanding of the regulatory landscape, differences between provider networks, and industry requirements.

Each member brings a distinct skill set, creating a mosaic of competencies and leadership. Drawing on this diverse expertise, Birdsong considers the perspectives of various stakeholders, including those in medical devices, specialized hearing organizations, and audiologists. This approach guides the development of its services.

Birdsong Hearing Benefits is more than a benefits manager. It is a strategic partner for health plans, aiding their members in reclaiming control over their lives and rediscovering the precious gift of sound.