Case Study

From legacy bottlenecks to digital velocity: A US healthcare payer’s modernization journey

UST partnered with a major US health insurance provider to digitize employer portal access provisioning and re-platform a legacy medical policy system. By modernizing manual, outdated systems, UST accelerated employer portal provisioning, improved medical policy data governance, and enhanced employee and member experiences. These solutions also improved data visibility and operational agility—key enablers for long-term digital transformation.
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OUR CLIENT

This regional healthcare payer serves millions of members through a broad portfolio of health plans and employer services. As a longtime member of a national insurance association, the company employs several thousand people and generates billions in revenue annually.

THE CHALLENGE

Modernizing manual workflows and legacy systems to reduce friction and increase efficiency

This health insurance company was managing employer portal access through a time-consuming, manual provisioning process. Member customers were required to complete paper forms, scan them, and email the scanned documents to an internal team for processing. Errors or incomplete access requests triggered a cascade of follow-up communications to resolve issues. These provisioning request forms were manually tracked across multiple SharePoint directories, creating fragmented visibility and additional potential points of error. The result was a slow, inefficient provisioning process that frustrated both customers and staff.

Meanwhile, the company’s medical policy portal, which housed more than 20,000 policy data documents, ran on Lotus Notes, an outdated platform. The inflexible, legacy nature of Lotus Notes made it difficult for plan administrators to update policies, share information with internal and external users, and integrate Lotus Notes with modern content management systems.

Both issues signaled an urgent need for digital modernization to streamline processes, improve transparency, and align with the company’s strategic IT transformation initiatives.

THE TRANSFORMATION

Delivering two modern solutions that simplify processes for employers, members, and staff

UST delivered these high-impact solutions that addressed the company’s operational challenges:

Digitalization of employer portal access requests

We replaced paper-based forms with an intuitive web-based interface that utilized built-in validations to prevent submission errors. This streamlined process eliminated the need for scanning and manual emailing, dramatically reducing back-and-forth communication between customers and internal teams. UST also developed an inventory management application, built on Angular and Spring Boot, that automatically routes portal access submission requests through the approval workflow—significantly accelerating processing cycles and providing real-time visibility into the status of each request.

Modernization of medical policy portal

After re-platforming the Lotus Notes application onto Microsoft SharePoint, UST migrated more than 100 GB of medical policy data using the DocAve tool. We redesigned the layout and navigation to align with SharePoint’s modern user interface and implemented automated publishing features to streamline access for both internal and external audiences. Now, SharePoint serves as the company's central repository for all policy-related content, providing a scalable, user-friendly application that seamlessly integrates with the company's broader Microsoft ecosystem.

THE IMPACT

Increased productivity, reduced costs, enhanced user and customer satisfaction

These transformations delivered scalable, sustainable outcomes for the health insurance company, aligning both portals with the company’s long-term IT strategy. By streamlining operations and implementing modern technologies, the company is better equipped to serve members, engage employers, and support internal users with greater speed and efficiency.

Digitizing the employer portal access process significantly reduced the administrative workload. It also improved submission accuracy, accelerated approval cycles, and eliminated the operational drag of manually managing access requests. With centralized tracking and real-time visibility of access requests, employees can focus on higher-value tasks and respond to customer needs more effectively.

Migrating the medical policy portal to SharePoint enabled the organization to automate content updates, speed the dissemination of new policy information, and support better governance through centralized access controls. These changes laid the groundwork for greater agility to adapt to future policy changes, regulatory shifts, and enterprise initiatives. After decommissioning Lotus Notes, the company also eliminated licensing fees and maintenance costs.

Learn more about UST’s healthcare industry expertise and how we can help your company streamline processes, reduce costs, and enhance customer experiences.

RESOURCES


https://www.ust.com/en/insights/reimagining-care-delivery-from-portals-to-personalization

https://www.ust.com/en/what-we-do/digital-transformation/digital-services

https://www.ust.com/en/insights/navigating-the-complex-landscape-of-healthcare-compliance