Challenges

Security HealthPlan (SHP) needed to stay up with market competition by providing more self-service options. In addition to serving their own base of customers and the brokers that serviced those customers, they needed to also provide self-service options for prospective customers that were shopping for providers. They needed to do so without providing an easy pathway to re-shop those same results with other competitors.

They also needed to streamline the many manual processes within the organization and begin shifting away from physical paper documentation, without impacting a customer base that was accustomed to paper. Most importantly, they needed to ensure that whatever they did would comply with state and federal regulations including the Affordable Care Act.

Solutions

SHP identified Vlocity (now Salesforce Industries), a leader in the Healthcare Insurance vertical, as the right platform for this initiative. After a costly and elongated implementation with their initial implementation partner, their first launch was late, costly and a very small footprint compared to the promise of Vlocity.

Vlocity recommended that Arcsona lead the way in the proximate development phases. We used our modified Agile methodology and our deep knowledge of both Salesforce and Vlocity to hold discovery and design workshops with SHP and Vlocity, identifying the solutions needed to bring about SHP’s future-state vision.

Arcsona first delivered a product catalog capable of rendering SHP’s Small Group plans in the forms necessary for Vlocity and other integration platforms. Next, we developed a set of Vlocity Omniscripts, providing a branded consistency for SHP’s Quoting, Application, Enrollment, and Renewal processes. These Omniscripts were then specialized to provide unique functionality for different portals and users, including prospective business, direct-to-consumers, covered members, for both internal and broker sales teams.

Results

Product catalog management shifted from being maintained in excel spreadsheets to being housed within the SalesForce/Vlocity architecture. This allowed the Product catalog to be consumed by other software platforms, allowing downstream automation of SOB & SBC documentation, quoting and other paperwork.

Together, Arcsona and SHP devised unique methodologies related to member onboarding and to the annual re-enrollment renewal processes. For covered members, this onboarding process allowed a member to self-register, without the need to collect specific personally identifiable information (PII) prior to beginning the enrollment process.