A connected approach to drive digital transformation in healthcare

Our client supports providers and health insurance plans to securely collect, deliver, and reconcile over 40 million requests for medical information each year.

The company wanted to realize its vision for digital healthcare by:

• Changing how it securely shares urgent medical information
• Improving centralization across multiple locations
• Streamlining data management to boost customer satisfaction
• Transforming from a services company into an information technology business

• The company chose Genpact as its strategic partner to design, transform, and run a new data management platform
• Cora Orchestration, Genpact's suite of intelligent business process management technologies, is core to the platform

• With streamlined processes, the company delivers medical records faster, with greater accuracy and security
• The company can provide a variety of data and analytics services to life sciences clients

Every request for medical records represents a real person. And every data point informs the choices made by patients, providers, insurers, and life sciences companies. Each request is a vital step in a process that supports quality of life, treatment plans, and ­financial and legal decisions. Being able to access, review, and share accurate medical information at speed is essential.

From thousands of locations across the US, the company helps clients manage, protect, and leverage health information. For decades, health information management relied on disparate systems, complex authorizations, and paper-based records. It also required manual processes for tracking, pricing, and delivering medical records across a vast geographical footprint.

The company recognized that in our modern world, health information needed to be digital information. It must use secure methods to share medical information with an authorized requester in a timely manner. Medicare, a US federal health insurance program, can even penalize information providers for failing to meet ­deadlines. Addressing this requirement can be incredibly complex when "timely" is defined by national, state-level, and even contract-specific rules.

Unfortunately, each business unit within the company relied on different processes and systems of record – a legacy from how it operated before a companywide consolidation. As a result, data-collection methods differed across locations. It was also challenging to aggregate data and orchestrate reports for an accurate picture of performance.

The company turned to Genpact for support. A team of process consultants and technology architects visited multiple locations to understand the scope of the company's operations and make recommendations. We standardized and centralized data and processes and embedded robotic process automation into certain tasks. These bots were built on Amazon Web Services – using solutions such as Amazon EC2, Amazon RDS, and Amazon Elasticsearch – so employees could refocus on higher-value work. After a successful pilot, this new way of working was rolled out companywide.

Having streamlined processes, our teams used Cora Orchestration to build a new data management platform and deploy it across 1,600 locations and 10,000 users. The platform can scale to handle all the medical information exchanged in the US each year. This medical information management system also allows the company to provide analytical insights to its entire ecosystem.

After thorough planning, employees quickly adopted the solution. In the 12 months since implementation across the US, the platform has had over 7,000 active users (with a goal to reach 10,000) and has processed 40 million information requests. This boosts customer satisfaction by making sure requesters receive their information faster and with greater accuracy.

With more parts of its business and operations managed through the platform, the company can redistribute its workforce across higher-value projects and services.

The stakes for the future of digital healthcare are high. Three out of ­five hospitals and more than 16,000 physician practices in the US rely on the company – as do countless health insurance plans, law firms, and, most importantly, the millions of patients those stakeholders serve. The platform will get the right data to the right people at the right time so every patient receives the care they need, exactly when they need it.