HEDIS Gap Closure Platform Updates: What's New at Ash

Small changes that add up to faster gap closure.

Closing a HEDIS gap usually doesn't come down to one big feature. It comes down to a dozen small ones — a status members can actually understand, a dashboard that answers a question in one click, or a workflow that used to need an engineer and now doesn't. This quarter, we shipped eight updates across the Ash gap closure platform built around exactly that idea. Here's what's new.

More transparency, when members need it

Once a sample ships to the lab, members can now access a real-time shipping tracking link inside the Portal — one less "where's my kit" question for your team to field, and one more reason for members to trust the process.

We've also scaled how the Portal collects and manages primary care physician information. Members can share their provider's details, ask for help finding one, and opt to have results faxed over automatically once they're ready. They can update that information anytime, and it's now visible in your Client Portal's order details as well — so the full picture of a member's care team lives in one place, not two.

And because not every partner calls their end users "patients”, the Patient Portal is now being renamed to “Portal”, to better serve all members, patients, or otherwise,  instead of defaulting to one label for everyone.

A client portal built for deeper gap closure insights

The Client Portal dashboard got a rework aimed at one goal: fewer clicks between your team and the answer they need. The order status chart is now interactive — click "results ready" or "kit registered" and the orders table filters instantly. A new heat map shows order volume by state at a glance, so regional trends surface without a custom report. Lab notes, when a lab provides them, now sit directly alongside results in both the Client Portal and the Portal, giving your team and your members the same context at the same time. And when you're filtering orders, you can now narrow by normal or abnormal results — not just "results ready" — so the kits that actually need a second look rise to the top.

We've also added a new "kit returned to sender" status. Returned kits are detected and flagged automatically, with the same visibility surfaced in your Client Portal. It's a small addition with an outsized effect: your team knows about a delivery failure before a member has to ask.

Expanding how members can be reached

Not every program can staff a call center to match its outreach volume. This quarter, we started expanding our engagement offerings with Ash Assist, care coordination at scale, covering routine touchpoints like confirming a kit was delivered or reminding a member to return their sample. It's a way to keep outreach consistent at scale, without the tradeoff between reach and cost.

We also made it easier to turn on mailed result delivery for programs that need it — now a simple setting your Client Success Manager can enable, with no custom engineering required. It's a small operational change, but it closes a real gap: members get their results however they need to receive them.

What's next for Ash's gap closure platform

We've introduced an "in beta" program inside the Client Portal, giving clients early access to features before they're broadly released — always clearly labeled, so your team knows what's new and what's still being refined.

Coming soon: an expanded set of drop shipment management tools. That includes more visibility into kit expiration so approaching deadlines can be handled proactively, the ability to register a kit on a member's behalf, and support for automated multi-kit orders through our fulfillment partner. Together, these updates are designed to make drop shipment programs easier to run and easier to scale.

We have an exciting set of features coming soon to further enhance your experience. In the meantime, if you want to see any of this in action, reach out to your Client Success Manager — or get in touch with our team to talk about what a program built on the Ash gap closure program could look like for your organization.

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