Deployment of Leading-edge Provider Portal helps a Fortune 500 insurer improve its Workers Compensation and Customer Service Experience

A Fortune 500 insurance company needed to enhance its provider portal to allow selfservice for its providers in the Workers Compensation (WC) network as part of a long term roadmap to improve its overall provider experience.

Our client was dissatisfied with its existing provider portal. They identified issues such as inflexibility, unwieldiness and the lack of scalability. They were looking for a solution that would eliminate all of these concerns and also work towards a larger, long-term roadmap for improving provider experience.

The insurer along with hCentive identified the following key features:

• Consumer Portal
• Provide self-registration facility for WC providers
• Provide access to WC bills, Explanation of Review, Bill appeal/Reconsiderations, and key data
• Provide secure access to request customer service, or to submit documentation
• WC providers could login into the site and check provider related data like News/Resources (forms).

There was also a need for supporting the system in production for fixing logged defects.


The hCentive team was responsible for everything from requirements analysis to deployable code. This execution included:

• Gathering requirement and creating requirements documents to meet all project objectives
• Creating an aggressive project schedule of delivering six modules in two iterations
• Prototypes development of all user-facing interfaces
• Technical design/architecture
• Testing/QA of the code for new features and integration with provider portal

hCentive's solution for the workers compensation network module helped:

• Customer service use the provider portal as an online interface
• Significantly reduced the number of phone calls for the insurer's customer service department
• Provide the ability to obtain bill status and related data online
• Improve the overall provider experience for the client