Healthcare Company Cuts App Navigation Time by 65% for Better User Experience

The client is a healthcare company revolutionizing health benefits for employers and employees. They offer a self-funded health plan delivers top-tier care at reduced costs. Through partnerships with primary care physicians and specialists, the client guarantees timely and appropriate healthcare for its members. The client’s innovative technology platform helps members navigate their healthcare options and find the right care for their needs.

Our client’s Member Care app presented several obstacles for their support team, which led to confusion in resolving member issues. Here’s a breakdown of the key challenges they faced:

• Limited Case Management: The app lacked features to manage cases. Assigning cases, prioritizing them, tracking progress, and updating their status took time, which resulted in a disorganized workflow.
• Inaccessible Activity Tracking: Users could not easily track interactions and actions related to a specific case. This created an opaque view of case progress and history, which made it hard to understand the context of an issue.
• Hindered Case Follow-Up: The absence of a streamlined follow-up process negatively affected user experience and resolution times. Cases could slip through the cracks without clear reminders or alerts, leading to delays and frustrated members.
• Cumbersome Account Navigation: Relying solely on member ID search to find related accounts was time-consuming and cumbersome. This made it difficult to access relevant account information and hindered a holistic view of the member’s situation.

LevelShift enhanced the client’s Member Care app to improve usability, data visibility, and case management efficiency. The following updates were implemented to align the app with the client’s business processes and deliver a more intuitive experience:

• LevelShift improved the Member Care app experience by aligning it with the client’s business processes for case management. This included building customized fields, implementing Flow Builder to streamline processes, introducing the Account Record Component (ARC) for a structured client data view, and revamping the Lightning Page for a more intuitive user interface.
• The enhancements also allow you to view relationships when accessing member information for a comprehensive understanding of member connections within the system. Additionally, we prioritized case assignments.
• We enabled the ability to view plan relationships in person’s accounts and cases and to update the Chatter feed when Task chatter is entered or revised.

The implemented enhancements significantly improved the Member Care app’s functionality, visibility, and collaboration efficiency. These changes delivered measurable impact across key performance areas:

• Aligning case priority with due dates led to a 70% decrease in average resolution time.
• Implementing the Account hierarchy relationship tab within accounts resulted in a 100% enhancement in user experience, facilitating better account structure comprehension and navigation.
• Custom views tailored for managers were pivotal in tracking high-priority cases. This initiative contributed to a notable 65% reduction in app navigation time.
• Our enhancements to the Case Chatter feeds fostered better collaboration among agents.