Discovery Health Partners: Improving Customer Experiences Through A Modernized Cloud-Native Infrastructure
What We Did
Cloud strategy & assessment
Operational process study
Solving Immediate Customer-Onboarding Growth Challenges, While Creating a Strategic, Long-Term Action Plan
With over $400 million recovered on their clients’ behalf, it’s not surprising that more than 60 health plans rely on Discovery’s payment and revenue-integrity services. Their continued success brought more focus on the opportunities a streamlined, efficient technology infrastructure could enable for further growth.
One of their biggest challenges was related to the legacy on-premise server application. With system performance degrading over time, Discovery took action.
ConvergeOne came in with a clear objective: Enable immediate growth by identifying and remediating mission-critical performance and reliability opportunities.
Utilizing AWS’s core cloud-native infrastructure tools and services, we cleared the bottlenecks from their customer onboarding process, significantly increased the stability of their core application, and reduced wait times by several hundred man-hours per week.
Meanwhile, our business continuity plan improved recovery time and point objectives (RTO and RPO). And our prioritized road map provided strategic recommendations for future scaling.
Architecting A Best-In-Class Business Continuity Infrastructure Powered By AWS
As Discovery Health’s business grew, decision-makers recognized the need to guarantee faster, more robust recovery in case of an outage. So they sought to strengthen disaster recovery and business-continuity capabilities.
To support both high platform availability and robust disaster-recovery infrastructure, ConvergeOne made strategic architectural improvements to Discovery’s data platform.
As a result, Discovery improved their business continuity while gaining the added security of a secondary database replica. Bonus: This replica is not only essential for business continuity but also useful for real-time analytics.
Building A High-Performing Cloud Solution For Accelerated Growth And Improved Customer Experiences
After many years of successful business growth, Discovery Health knew that smart infrastructure decisions were just as important as efficient business-management choices. So from the start, they kept a careful focus on maximizing efficiencies, strategy, and the goal of long-term self-sufficiency.
Leveraging our proprietary performance-management methodology, ConvergeOne identified performance and scalability opportunities and mapped a clear path forward. We created and executed a strategy to focus on the highest priority improvements in their data platform that would create the biggest performance and business return according to our strategic cost/benefit analysis.
As we addressed high-value items, we also trained the Discovery Health team on how to tackle future priorities themselves, helping lay the groundwork for a sustainable in-house maintenance program.
As a result, ConvergeOne helped improve the processing time of medical claims by up to 90% and extended the scalability limits of the system, ensuring alignment that would match the pace of Discovery’s business growth.
Reducing Operational Burden By 70% Through Strategic Automation And A Data-Driven Assessment
Discovery Health aimed to reduce areas of waste in their processes and automation. So they enlisted ConvergeOne to perform an operational process study, make recommendations, and propose a plan for improvements.
Our crew of experts shadowed the Discovery operations team, reviewed existing maintenance processes, measured time spent, compared the status quo to ConvergeOne’s best practices, and identified what a “perfect world” solution might look like.
From there, we broke the big picture down into individual work items and performed a cost/benefit analysis to map out the most efficient and strategic path to implementation.
The results—which included a 70% reduction in operational burden for the platform—were hugely impactful both for database operations and overall business efficiency.
|cost reduction fueled by hundreds of weekly man-hours saved|
improvement in claims processing time
|reduction in operational burden for the data platform|
Custom solutions create transformative results
To comply with both customer expectations and industry regulations, you need the right software in the right place. ConvergeOne Application Development provides custom solutions to boost productivity throughout the entire organization.