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Eliminating Fragmented Outreach Through Enterprise Payer–Provider Alignment
Points of Light 2026 Case Study 21
Author
Mac Boyter
Author
Aurene Wilford
Sentara Health, an integrated payer-provider in Virginia, faced fragmented outreach across their health plan, CIN, ACO, and care delivery system, resulting in duplicative communications, delayed care gap closure, and administrative burden that impacted quality and financial performance. Disconnected governance and data silos further slowed execution. Partnering with Upfront, the organization established formal enterprise governance, aligned decision rights, standardized eligibility and suppression rules, and built a reusable engagement framework validated through preventive care programs. With payer sponsorship and shared financial accountability, outreach was consolidated under a unified structure, reducing duplication, streamlining deployment of new initiatives, and creating scalable infrastructure to improve coordination, efficiency, and enterprise alignment.
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Key Findings:
- Executive Summary
- The Collaborators
- Points of Friction—Challenges to Be Solved
- Action Plan—How the Collaborators Worked Together to Reduce Friction
- Points of Light—Outcomes Achieved Through Collaboration
- Lessons Learned—What Best Practices Can Other Organizations Replicate?
- What's Next?—Vision for the Future
Project Manager
Joel Sanchez
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2026 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.