Daman uses SMS to notify members on authorisation status
The National Health Insurance Company - Daman has launched an SMS service to alert members on the status of their medical service authorisation requests.
With the launch of this system, it is now easier for Daman members to keep track of their medical service provider’s authorisation requests. Members will receive an SMS notification once Daman receives an authorisation request from a provider and another upon Daman’s response.
Peter Bauer, Daman’s Chief Information Officer, commented, “We pride ourselves on providing excellent standards of services; and timely response to requests is extremely important to us. By implementing the SMS alert systems, members are made aware of when we have logged the request and when we have responded to it – minimising the potential for confusion, and in the process, making it easier for members to follow up with medical service providers on authorisation requests.”
This service is available to Daman’s 2.4 million members and is part of its drive to increase transparency in the healthcare insurance system.
Medical service providers are responsible for including the mobile number of members when sending an authorisation request to Daman. Once the request is received, authorisation staff logs the request and a message of acknowledgement is sent to the member.
Dr. Jad Aoun, Chief Medical Officer said, “Our Provider Relations team has already informed our network of medical service providers to include mobile numbers in each authorisation request.”
To comply with regulatory privacy standards, the SMS will only include the last four digits of the membership card and the authorisation reference number for easy follow up. Names of members and the facility issuing the request along with the actual decision are omitted to protect the members’ privacy.
“On average we receive between 90,000 and 95,000 authorisation requests per month, so this service will benefit a large number of our members,” Dr. Aoun added.
Prior authorisation enables Daman to coordinate with medical service providers on the accurate use of members’ health insurance benefits. Services requiring authorisation are listed in the members’ policies and schedule of benefits. These services could include hospitalisation, long-term medication and diagnostic tests (CT scans, MRIs etc.) depending on each policy.
The National Health Insurance Company – Daman
The National Health Insurance Company – Daman is the UAE’s leading specialised health insurer, providing comprehensive health insurance solutions to about 3 million members in the UAE.
Daman is a public joint-stock company that is 80% owned by the Abu Dhabi Government with the remaining 20% owned by Munich Re.