Online Sales Tool generates new customers & revenue for Fortune 500 insurer Deployment of Leading-edge Provider Portal helps a Fortune 500 insurer improve its Workers Compensation and Customer Service Experience

Introduction:
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.

Background & Context:
Our client was dissatisfied with its existing provider portal. They identified issues such as infl exibility, 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:

• 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 Approach:
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

Conclusion and Impact:
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