By: Mary Beth Leist, Vice President Strategic Payer Sales
I have been in the Payment Integrity space for over 2 decades (aka: I’m old…). I have worked for, managed and sold to both Payer and Provider clients over my career, but always as discrete market silos. This is the first time I’ve been involved with an organization that caters to both Payers and Providers in the same arena, on the same field and most importantly- on the same team.
As “payer–provider collaboration” becomes the latest industry buzzword, genuine partnership is in danger of being diluted by copycats. Real collaboration hinges on transparent communication, continuous root-cause determination and dissemination, and a culture of mutual accountability. Only vendors who embrace these principles will earn lasting trust on both sides of the aisle.
The Collaboration Movement Under Threat
A few years ago, the notion of payers and providers working in lockstep would have drawn skeptical looks. Today, it’s almost taboo not to tout “collaboration” in every brochure and keynote. But as with any popular trend, opportunists have rushed in, parroting the language of transparency while selling one-sided solutions. When vendors extol the virtues of collaboration while operating in a black box environment and continue to profit from client inefficiency, the entire movement risks becoming empty marketing jargon.
True collaboration starts with ethos, not code. It’s about walking both sides of the aisle, understanding a health system’s operational imperatives alongside a payer’s cost-containment pressures. Open playbooks, and a single, common platform that both sides operate on, ensure that everyone knows the rules of engagement before a single claim is submitted.
Separating Wheat from Chaff
How can a busy executive spot a “fake” collaborator? Watch for five red flags:
- High Hype, Low Transparency — Promises of “instant results” without process details and no access to root cause analytics to help solve the problems.
- Opaque Technology — Proprietary algorithms that can’t be explained. Intellectual property is one thing- lack of transparency in solving errors is another.
- Poor Client References — Case studies that read like press releases. Every client should be a delighted customer and partner.
- Fragmented Reporting — Separate dashboards for payers and providers.
- Lack of Innovation– No investment in AI, advanced analytics and next-gen technology signals complacency.
By contrast, genuine collaborative vendors meet three non-negotiables:
- Performance — Provide clear ROI and performance metrics with every engagement. Deliver measurable value, identify new savings opportunities and provide actionable insights for front-end corrections (pre-pay/pre-bill).
- People & Culture — A customer-centric ethos with low attrition, deep domain expertise and a relentless pursuit of excellence.
- Trust & Integrity — Accountability, transparency and responsibility to partners is part of the organizations’ DNA.
A Playbook for Aspiring Vendors
For those still taking sides, transformation starts with three shifts:
- Be a strategic adviser — Provide actionable insight for your partners that address both current pain points and future state goals.
- Invest in People & Partnerships — Swap secrecy for co-development workshops where provider and payer teams solve problems side by side.
- Embrace Continuous Improvement — Adopt the mindset that you can make your clients better, faster and smarter without working yourself out of a job.
Buzzwords come and go, but integrity endures. By preserving transparency, fostering mutual accountability, and committing to continuous root-cause learning, we safeguard the promise of payer–provider collaboration for years to come. The challenge is clear: vendor, payer, and provider leaders must hold each other and their solutions accountable to real partnership, not just clever marketing. Only then will the era of adversary become an accord that truly benefits patients, systems, and the financial health of our industry.
Growth isn’t vanity when it signals real value. TREND has delivered year-over-year expansion north of 20%, capturing market share from legacy players who still treat “collaboration” like a buzzword instead of a foundation. The market is listening to TREND and is affirmatively responding to our mission.
This article is part of TREND Health Partners’ thought leadership series on strengthening the healthcare financial ecosystem. We believe that true security isn’t just about technology, it’s built on culture, collaboration, and shared accountability. To explore more insights on a people-first approach to cybersecurity and revenue-cycle resilience, click here to read more from our team.