Health Insurance Technology Startup
DataMotion utilizes the DataMotion Secure Message Center APIs and Platform as a Service (PaaS) to integrate seamlessly into the insurtech’s existing CX Platform to secure exchanges and meet compliance regulations.
Background
A health insurance technology start-up (insurtech) develops white-labeled, customized products for health insurance carriers (insurers) to engage with consumers (members) in new and innovative ways. Using a software as a service (SaaS) model, the company offers a customer experience platform (CX Platform) built specifically for the industry. The company’s products provide real-time insights at every touchpoint, delivering a customer experience that health insurers want and their members seek.
Challenges
- Add a secure message center to an insurance plan CX platform
- Elevate the digital experience for users
- Minimize infrastructure complexity and cost
- Complete deployment without business disruption
- Allow services provider to answer widespread industry need
The CX Platform used Amazon Web Services’ (AWS) simple email as a relay server for messaging and data exchange as a standard function. Unfortunately, that service lacks the necessary security for protecting PHI in compliance with the Health Insurance Portability and Accountability Act (HIPAA) privacy and security regulations.
The insurer wanted to eliminate the inconvenience of members having to leave the portal to use another method for communicating, be it a separate email encryption portal, snail mail or fax. Their goal was to provide seamless interactions with service representatives through one location.
At the same time, the insurer didn’t want to add a new, complex system to their infrastructure – they needed to leverage existing business applications for the greatest return on investment. They also wanted to keep the look and feel of their member self-service portal familiar so as not to frustrate end users, while retaining the processes reps were accustomed to in order to avoid retraining and any interruptions to business processes.
Secured Data Exchange
Securely exchange protected health information (PHI) between members, providers and payers
Secure Messaging
Add secure messaging so plan members get direct, seamless service through one location
User-Friendly
Quick and easy to implement while keeping technology familiar to prevent member and service rep frustration
Secure Message Center APIs
Using the DataMotion APIs, a secure message center was quickly integrated with the CX Platform and the health plan member services portal.
Information is routed accordingly, case numbers assigned for tracking in ticketing systems, and response notifications can be sent. Detailed logging reports also provide transaction history details to help prove regulatory compliance.
Results
- Enables secure exchange between members, providers and payers without leaving existing portal
- Member and provider user experience is simplified and enhanced
- Added new communication feature to platform
- Ensures the company is meeting security and privacy compliance requirements
From start to finish, the deployment took less than a month. There were no disruptions to business. No second portal was needed. Existing technology was leveraged, raising ROI and pleasing senior leaders. The company was also able to improve compliance with HIPAA by sending PHI via secure messaging.
“Insurers everywhere are focusing on transforming the customer experience with digital communication exchanges, but costs and potential disruption have been holding many back,”
“With the DataMotion secure message center API, we can help insurers provide consumers with a level of service they’ve come to expect in other areas of online life. And we do so affordably, in a way that’s seamless for all involved, and quickly – so business can continue without a glitch.”
CEO and Founder.
“Our client didn’t want to stand up another interface and we agreed; it would add complexity, was cost prohibitive and would be disruptive for both plan members and service reps… There were other tools that could have fit, and we did give them a hard look, but DataMotion had stronger, more flexible technology, a pricing advantage and a proven track record with us.”
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