New York Health Insurer:
New York Health Insurer:
Transforming Telemedicine Service Delivery Through Innovative Ticketing Application
Industry: Healthcare & Life Sciences
Delivery Center: South America, Mexico, and Costa Rica
success/new-york-health-insurer-transforming-telemedicine-service-delivery-through-innovative-ticketing-application
New York Health Insurer:
New York Health Insurer:
Industry: Healthcare & Life Sciences
Delivery Center: South America, Mexico, and Costa Rica
Industry Context
Telemedicine adoption has skyrocketed, pushing digital health insurers to overhaul claims systems designed for in-person care. To keep pace with new care models, insurers require solutions that digitize user experiences. Legacy systems not only constrain innovation but demand months of custom coding workarounds. In this climate, insurers are turning to modern platforms that help accelerate transformation via intuitive visual design, and reusable, components and condense months of development into weeks. This newfound agility bridges capability gaps without intensive coding and grants insurers the adaptability to remain customer focused. As virtual care becomes mainstream, digital health insurers must rapidly reinvent systems on the fly to deliver next-generation healthcare experiences and meet evolving expectations.
Client Challenge
Our client, a New York health insurer specializing in telemedicine, grappled with delivering streamlined experiences, and transparency across disparate portals and rigid legacy systems. Clunky interfaces frustrated users and caused delays. With no way to customize the end-user experience, reliance on IT for every issue was extremely high. The client aimed to develop a centralized ticketing application to empower end users to configure, and customize information collection and reporting. By aggregating relevant data into one intuitive interface, they sought to remove complexity, and boost transparency. As consumer expectations and telehealth services continued to evolve, the insurer needed a new platform to enhance experiences autonomously and bridge capability gaps without extensive coding or IT dependence.
Approach
Encora shaped a detailed application roadmap and design by conducting requirement-gathering sessions with critical stakeholders. We identified Appian as the low code platform of choice for its rapid application development, scalability, seamless integration, robust security, and built-in collaboration tools. We rapidly developed the ticketing application aligned to the client's specific requirements through:
Appian Services
UI Patterns and Components
Compare & Deploy
Data Fabric
Process Model Design for Actions
Record Level Security
Integration with Emails
Results
The client onboarded five new teams with robust processes into the ticketing app and witnessed a drastic improvement in their productivity. The new ticketing application also reduced errors, boosted scalability and flexibility, and addressed ongoing challenges with clunky interfaces and poor user experience. Compared to the previous customer service portal, there has been a major reduction in end-to-end process time for tasks performed in the ticketing app. Additionally, it has:
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letstalk@encora.com
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