HCP portal development

This case study explores the development of a cutting-edge portal for a state-wide healthcare provider network that significantly enhanced the provider support team’s efficiency and provider satisfaction.

Healthcare

Industry

5 specialists

Team size

USA

Location

4 months

Project duration

[ Business needs and goals ]

The client is an expert in innovative medical billing solutions.

They have become a leader in Third-Party Administrator (TPA) bundled payment structures. The company provides over 70 bundled payments for procedures at 120+ outpatient surgery centers, helping increase transparency, improve patient outcomes, and reduce costs.

At some point, the company began to experience several issues:

insufficient automation led to delays in processing claims and referrals
the provider support team was inundated with phone calls and emails with questions about claims and referrals
as their customer base grew, they realized that they were unable to scale without hiring additional employees

There was a pressing need for a solution that could:

handle increased demand
simplify and accelerate the claims and referral processes for their providers
reduce the overwhelming volume of inbound inquiries faced by the provider support team
facilitate easier and faster service delivery

The company started looking for a software development company capable of building an HCP portal according to their requirements.

One of Onix’s partners recommended us. At the presale stage, we immediately produced a visualization of the required interfaces along with design documentation.

This, along with our customer-centric approach, flexible pricing, quick communication, and approach to project planning, played a decisive role in choosing Onix over several interviewed vendors.

The Onix team was tasked with:

Developing a user-friendly web-based portal that would enable healthcare providers to self-serve operational needs, such as referring cases, checking claim statuses, and viewing payment information

Integrating features for the company’s customer support team, such as notifications, automated verification and registration of claims and referrals, admin dashboard, etc.

Rolling out a minimum viable system within 10 weeks

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For whom this product is

The web portal serves two groups of users:

The client’s customers – healthcare providers

The client’s support staff

The HCP portal development process

Research and Competitor Analysis

Initially, the Onix team delved into all available materials about the client’s business, processes, systems, and challenges to grasp the future web portal’s structure and user journey.

They also analyzed existing commercial solutions, focusing on their features, user experience (UX), and user interfaces (UI) to identify strengths, weaknesses, and areas for improvement.

Web App UX/UI Design and Documentation

With mockups for several web portal pages created previously by the Onix team, the designer refreshed the visual part and added the missing pages.

They employed an iterative design approach, collaborating closely with the client and developers to ensure the feasibility of design solutions.

A business analyst carefully documented the business logic in the software requirements specification.

Prototyping

The designer created interactive prototypes incorporating the web portal’s key functionalities, transitions, and user interactions.

These prototypes were used to gather feedback on usability, intuitiveness, and overall UX quality.

The designer refined the prototypes through several iterations based on client feedback and usability testing.

HCP Web Portal Development

Once the client approved the final design and specification, Onix’s developers programmed the features and functionalities for healthcare providers and provider support. The development team used Agile methodology, breaking the development into 2-week sprints.

The team included:

Project manager
UX/UI designer
2 full-stack software engineers
Quality assurance (QA) engineer

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The software’s killer features

Provider Onboarding Online Form

Now, healthcare providers who want to join the client’s network can be quickly onboarded online without back-and-forth emails and phone calls.

Provider Self-Service Features

The system enables healthcare providers to easily submit, track, and manage case referrals, claims, and payments.

Provider Look-Up for Referrals

A user-friendly physician look-up module enables providers to find specialists that are geographically close or within the client’s state-wide network easily and quickly.

Integrated Chat with History

A chat feature was integrated into the web app's key areas so that healthcare providers could ask questions and make requests, and the support could resolve queries faster.

The chat is contextual: depending on where the provider is in the app, the chat summons the correct department. Furthermore, chats are saved, allowing users to continue conversations where they left off.

Claims and Referrals Automation

The system automatically checks claims and referrals against strictly defined parameters and enters them into the client’s EHR, saving the support team’s time and speeding up submissions.