How Well Do You Know Your CVO?
Screening an applicant before hiring is the norm these days; especially in regulated industries such as healthcare. Most companies are diligent in the verification of applicant provided information and the search of public records (criminal, civil, etc). Medical Staff Professionals (MSPs) are required, at a minimum, to re-credential their providers every two years. Increased volume and the desire for fast turn-around are pushing many organizations to outsource verifications to a third party. If your organization utilizes a CVO (Credentials Verification Organization) or another third party vendor for any component of your 'check' (i.e. background screening or credential verification) you may be at risk!
What you should know about vetting CVOs!
Before You Outsource
Completely investigate the company handling any part of the check for you. Civil searches are a great place to begin; if a business previously messed up they would likely have been sued by the outsourcing company or by the applicant. Civil searches should be checked at both the county and the federal level. Other searches to consider are Better Business Bureau (BBB), bankruptcy, reference, and general internet on both the business and their leadership.
Don't be afraid to ask the vendor what type of checks they run on their employees; after all, they are a screening company! They should run an address search for name, alias information and criminal background searches, at a minimum. It is great if they perform employment and reference checks too. If you’re in a regulated industry ensure that they are performing the necessary sanction or other required searches.
Assess Their Work Product
Once you have a business or two in mind, consider sending a few test files. Choose files already completed so you can compare results. Files should range in difficulty; in other words, don't just send files where everything’s easily validated or where the record was “all clear”. Removing phone numbers and other information will allow you to get a feel for how they handle situations that happen regularly. And don't forget to track their turn-around time!
Once you’ve selected the vendor, the vetting of their performance shouldn’t end. Just like in credentialing, it’s important to check and continue to verify. Periodically send provider files previously worked to validate performance and to ensure they’re performing the searches correctly and thoroughly. Also, depending on the type of files worked, you may be able to track and trend results. For example, if they’re performing criminal record searches, you should be able to review month to month results of the percentage of applicants with records. If they’re continually returning “no criminal records found” or “all credential items as verified," it may be a red flag!
Remember this, regardless if you outsource or perform searches in-house; you're ultimately responsible! You can’t simply assume the vendor or their staff is doing what’s necessary or required. Clearly document your expectations and if you've delegated credentialing be sure you meet all the requirements outlined in the standards such as The Joint Commission (TJC).
About Melissa Outlaw
Melissa Outlaw is a Vice President, Customer Success with symplr. Melissa and her team assist clients in learning and implementing our provider management software - credentialing, privileging, peer review, quality and event reporting applications. She supports clients in benchmarking current internal practices, identifying potential efficiencies, then driving the integration of technology with process improvement to reduce time of service and operating expenses. She works extensively with decentralized, multi-facility organizations in transitioning to a shared service center as well as assisting healthcare organizations bridge the gap between procedures performed by a provider and their privileges granted.