If you're in healthcare, you know the constant challenge of maintaining accurate provider data. At Orderly, we’ve spent years working with payers to understand what’s really at stake. Here’s what we’ve discovered about accuracy: it isn’t just about numbers. It’s about the member experience—determining how easy (or hard) it is for someone to find the care they need.
The Human Impact of Data Accuracy
Hi, I’m Quintin Evans, Director of Customer Success at Orderly Health. For over four years, I’ve been in the trenches with payers, health systems, and health tech companies, tackling one of the toughest problems in healthcare: provider data accuracy. My job is to make sure our customers get real value and see real results as quickly as possible. Since 2019, Orderly has been dedicated to helping organizations across the healthcare industry achieve higher accuracy levels in provider data because we know it’s not just a technical problem; it’s a human one.
When I started digging into this issue, I noticed a consistency in every conversation. Everyone agreed that higher accuracy was better, but no one could explain why or how better accuracy translated into real-world outcomes. What does improving accuracy from 78% to 83% actually mean for members? For operations? For the bottom line? Without answers to these questions, it’s tough to justify investing in improvement. That’s what drove me to find a way to measure the true impact of accuracy—to move beyond abstract percentages and show exactly how accuracy affects the people and businesses relying on this data.
Turning Numbers into Real-World Results
A key insight was this: better accuracy makes it easier for members to find care. And finding care often comes down to making phone calls. Every time a member calls a provider, there are only two outcomes—it’s either the right number, or it’s not. That realization led me to treat these calls as Bernoulli trials. I asked, How many calls does a member need to make to have a 95% chance of at least one call being a success? Using the probability mass function for a binomial distribution, I built a formula to link accuracy to the number of calls required. For example, if a directory is 50% accurate, a member needs over four calls to have a 95% chance of success. If accuracy improves to 75%, that drops to a little over two calls. Suddenly, accuracy wasn’t just a concept—it was something tangible, measurable, and tied directly to member frustration (or relief).
Case Studies: Accuracy in Action
We’ve seen this equation play out in real life—it’s not just numbers on a page. A great example is our work with the Medical University of South Carolina (MUSC). They were overwhelmed with complaints from patients who couldn’t reach referred providers because of inaccurate data. Nurses, operations teams, and even the Chief Medical Officer felt the strain. We stepped in, automated updates, and within months, the complaints disappeared. Members could find the care they needed without the hassle, and the staff could finally focus on other priorities. Another case involved a health tech company supporting pharmacies. Before us, their operations team fielded dozens of calls each week from pharmacies unable to contact prescribers. After integrating our solution, those calls dropped to just one or two a week, freeing their team to focus on higher-value tasks. Accurate data doesn’t just smooth operations—it removes barriers to care and makes life easier for everyone.
Tech that Works (With You)
At Orderly, we believe that solving provider data challenges requires more than just advanced tools—it requires a true partnership. Our approach combines public, partnered, and proprietary data sources with machine learning and generative AI to create the most accurate and actionable view of provider data. But technology is only part of the story. Our team is deeply committed to your success. We work closely with you to tailor solutions, solve problems, and deliver measurable results. It’s this dedication that sets us apart.
Our track record speaks for itself. We’ve maintained Net Promoter Scores (NPS) consistently over 75%, including an incredible streak of 100% NPS for four straight quarters. These scores reflect how much we care about our customers and how hard we work to help them achieve their goals. If provider data accuracy is a challenge for your organization, let’s talk. Whether you want to improve member experiences, streamline operations, or better understand the impact of accuracy on your business, we’re here to help. Together, we can create smoother paths to care and real results for everyone involved.
About Our Guest Author:
Quintin Evans is a former engineer turned Customer Success leader. Passionate about solving customer challenges and optimizing partnerships, he brings a unique blend of technical expertise and relationship-building skills to his work. When not helping customers, Quintin enjoys playing bass guitar, dominating on the basketball court, cycling, and spending quality time with his wife and two children.
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