The Challenge 

 A national dental payer struggled to maintain accurate and complete provider directories. Outdated addresses, phone numbers, and email contacts made it difficult to engage dentists effectively. These inaccuracies created compliance risk from ghost networks, but the greater consequence was member dissatisfaction. When members could not find the right provider or encountered incorrect information, their frustration grew. Dissatisfied members often meant dissatisfied employers, which increased the likelihood of employer groups leaving the plan. The payer’s internal processes were too manual and reactive to keep pace with constant provider data changes, which caused the problem to worsen over time. 

Why They Turned to HealthLink Dimensions 

The payer needed a healthcare data partner with both scale and precision. HealthLink Dimensions offered more than just raw data. With over 500 continuously updated data sources and 98 percent provider coverage including dentist coverage, the company provided a foundation of accuracy and compliance. The payer also leveraged HealthLink’s Provider Attestation Portal, which gave dentists a simple way to update their profiles directly, resulting in faster and more reliable updates. By adopting HealthLink’s Profile to Pulse lifecycle approach, the payer gained a complete framework that began with accurate data, enriched it for usability, enabled outreach, and ultimately measured the results of their engagement efforts. 

The Solution 

HealthLink implemented solutions from its Profile and Enrich pillars to address the payer’s challenges. The project began with establishing reliable practitioner and facility demographics, focused on dentists but also supporting physicians, pharmacists, optometrists, and other clinicians. Network and affiliation data gave the payer visibility into provider relationships, while 4X verified email addresses created a trusted channel for outreach. HealthLink’s Match & Cleanse services improved the payer’s existing data by correcting outdated or duplicate records, while Network Directory Validation with live validation and outreach ensured the hardest to reach dentists could still be verified. This combination of solutions gave the payer both accuracy and confidence in their provider network. 

The Results 

The dental payer achieved a cleaner, audit ready provider directory that reduced compliance exposure and eliminated ghost networks. Verified contact data improved outreach, making it easier to connect with dentists and build stronger relationships. The Provider Attestation Portal streamlined updates, improving efficiency for both the payer and providers. Most importantly, members benefited from access to accurate directory information, which strengthened their trust in the plan. As member satisfaction improved, so did employer confidence, helping the payer retain business while building a stronger, more reliable network. 

The Takeaway 

 Accurate provider data is essential for payers who want to maintain strong networks, deliver a positive member experience, and retain employer groups. HealthLink Dimensions helped this dental payer move beyond outdated, manual processes by delivering continuously validated data, engagement tools, and audit ready outputs. With better data came stronger provider relationships, improved compliance readiness, and higher satisfaction among members and employers alike.