Elevating patient experience for a leading healthcare IT system
Overview
A leading U.S.-based healthcare IT system wanted to modernize its core platforms to keep pace with the fast-changing healthcare industry. Their goal was to improve operational efficiency, meet strict regulatory standards and most importantly, deliver better health outcomes and experiences for patients and members.
To achieve this, they needed a technology partner who could simplify complex processes, accelerate digital adoption and ensure compliance across the board. We partnered with them to design and implement a transformation strategy that streamlined operations, boosted productivity and positioned them for long-term success.
The Challenge
The healthcare industry is complex and highly regulated. The client faced several issues:
- Old systems were costly and slow, making it hard to roll out new services quickly
- Members expected better, more personalized experiences, but the systems were not customer-focused
- Compliance with strict regulations like HIPAA and HITRUST needed constant attention
- Their teams struggled to adopt modern working methods like agile and DevOps
- They needed ongoing support for 30+ healthcare payers who relied on their platform
- Their medical record system needed to run more smoothly, with fewer issues and faster fixes
The client needed a future-ready platform that was secure, efficient and centered on the people it served.
The Solution
We implemented a focused and strategic transformation towards a managed and optimized model for the client. The solution addressed the client's requirements through a four-stage approach.
- Identified intricacies of the Core Admin Services (CAS) platform on-prem and system expectations on Cloud in the first stage
- Interacted with product owners, architects and end payer customers to derive a business-architected solution blueprint in the second stage
- Conducted secondary research on the robustness and capabilities of other core administration platforms in the third stage
- Formed a dedicated engineering team to successfully drive the technical architect solution in the final stage
- Focused on defect prevention and backlog prevention in the Electronic Medical Record system through a managed services model
- Identified and implemented process improvement initiatives to enhance productivity and optimize costs
- Aimed to reduce customer escalations and improve overall customer experience
The Impact
The engagement delivered significant improvements enhancing the client's market position and operational efficiency.
- 20% faster delivery of new features for patients and members
- Stronger compliance, with HITRUST certification across all platforms
- 30%+ cost savings from streamlined processes
- 30% faster issue resolution during the busy enrollment period
- 40% productivity gains over three years
Beyond the Numbers
This transformation solidified the client's commitment to environmental, social and governance principles, integrating them deeply into product development and compliance. By streamlining complex processes and enhancing data visibility, we not only improved operational efficiency but also strengthened the client's position as a responsible and sustainable manufacturer. This strategic partnership ensures continued adherence to regulations and proactive management of their environmental footprint.
Celebrating Success
Our collaboration enabled the client to achieve crucial ESG objectives and deliver enhanced transparency, significantly contributing to a stronger Total Experience for customers, regulators and internal stakeholders. This success story highlights the profound impact of digital transformation in helping automotive leaders address complex sustainability challenges and maintain market leadership.
This achievement aligns with insights from the HCLTech Trends 2024: Top 10 Technology Trends, emphasizing how disruptive technologies are shaping the future of industries, including sustainable manufacturing and compliance.
