Research Overview

My research on provider directory accuracy uses secret shopper methodologies to assess the reliability of provider directories published by insurance carriers. These directories are crucial tools that consumers use to select health plans and identify providers within their networks. However, my work has consistently documented widespread inaccuracies including incorrect contact information, outdated specialty listings, and inaccurate network status information.

Through large-scale secret shopper surveys across multiple states and insurance markets, I have found that directory inaccuracies affect 50-70% of provider listings in some markets. These errors create significant barriers to accessing care, as consumers must navigate through multiple failed contact attempts before finding an available provider. My research has also demonstrated that these inaccuracies persist over long periods—often for more than a year—despite federal regulations requiring carriers to update directories every 90 days.

This work has important policy implications for network adequacy regulations and consumer protection. Inaccurate directories not only frustrate consumers but also undermine the effectiveness of network adequacy standards, as regulators rely on directory data to assess whether plans provide sufficient access to care. My findings have informed federal rulemaking and state-level reforms aimed at improving directory accuracy and accountability.