The

Problem

The client was working under an extremely tight deadline to create an online platform which would give current and potential clients access the healthcare benefits offered by the ACA. The goal was to provide an online tool which would walk customers through the entire process of enrolling in a healthcare plan, including securely capturing pertinent personal data, comparing healthcare plan choices, verifying eligibility for discounted programs, and enrolling in a health insurance plan directly from the website provided by the client.

This new platform required integration with over 30 systems, including state and federal systems and all participating health insurance carriers, as well as the client’s own financial and CRM systems. Complicating what was already a complex and ambitious project, the requirements where constantly shifting as a result of the frequent changes in the exchange rules, participating carriers, rates, and the required data collection.

Moreover, this massive project had a firm deadline, and the client faced significant penalties if the system was not completely operational when the new healthcare exchange was launched. Critical portions of the project where behind schedule when the Technossus team was brought in to help complete the new platform.

The

Solution

There were already hundreds of IT professionals working around the clock to implement the solution on time when Technossus was engaged.

Their original charter was to manage just a couple of the project teams, but Technossus demonstrated such a superior ability to manage their portions of the development program that their role in the overall project expanded significantly.

The Technossus team took over management of the architectural team, which had responsibility for determining the final set of features and functions, as well as determining how the integrations with the multiple external data sets would be designed.

Perhaps more significantly, Technossus also assumed leadership of all of the development tracks. Drawing on their extensive expertise in managing complex projects and utilizing the best practices and tools they had devised over the years, the Technossus crew was able to ensure that each of the various development teams delivered their piece of the overall project on time.

The

Results

Despite the complexity of the project, the high pressure environment, and the need to keep people from competing companies working together productively, Technossus was able to guide the entire development project to completion on time. While many other exchange providers failed to launch an online system by the deadline or paid late penalties, the client successfully introduced their new self-serve healthcare plan enrollment system in time for the launch of the new healthcare exchange.

The

Problem

A critical component of PathCentral’s strategy was the development of a platform that would allow medical professionals located anywhere in the world to collaborate on difficult diagnostic cases. This new tool had the potential to positively impact patient care, as studies have found that diagnostic errors are at least twice as common as medical errors.

Providing this service required a networking platform that would be as easy to use as Facebook or LinkedIn, but also met the rigorous requirements of the healthcare industry. It was also essential that the participating medical professionals be able to share test results and patient information when consulting with each other on complicated cases. As a result, the platform needed to integrate with a secure database of digital patient files and it required CLIA certification.

The

Solution

The Technossus team handled the entire platform development project, including design, architecture, and application development.

They included the standard functionality of any social networking platform, ensured simple registration and easy navigation, and added features which enabled data sharing and collaboration. The new platform also allowed users to search for other medical care professionals by geography, discipline, or specialty, which enabled users to find someone with the appropriate expertise when they wanted help with a difficult case.

A key feature of this collaboration platform was the ability to pull patient data, test results, and digital slides directly onto the platform to enable online discussion and analysis in a highly secure, HIPPA-compliant environment.

The

Results

The new platform was an enormous success for PathCentral. Because collaboration has been shown to significantly improve healthcare decisions, participation in the new platform grew rapidly. This enhanced PathCentral’s brand and accelerated their market entry. As a result, PathCentral attracted the attention of XIFIN Connected Health Solutions, which acquired the company shortly thereafter.

The

Problem

The client’s laboratory systems were becoming increasingly problematic. The company was using four different systems for their laboratory information management system (LIMS), histology workflow management, billing, and patient documentation archives. The problems of working with multiple independent systems was compounded when the vendors of both their LIMS and histology workflow system discontinued support, which necessitated the use of more expensive and less reliable third party support services.

In addition, it was difficult to add functionality and upgrades to these older, less flexible systems, which inhibited the company’s ability to expand into new types of testing services. Their system also lacked a customer portal, which decreased operational efficiency for both the laboratory and their clients, putting the company at a competitive disadvantage. These problems were becoming increasingly acute as system outages became more frequent, causing the staff to manually manage the workflow during these periods.

The company needed a LIMS that could address all of these problems, as well as integrate with their new billing service and with all of their satellite laboratories and clients. The new system also needed to be installed without disrupting work on the hundreds of thousands of cases that flowed through their labs each year.

The

Solution

Helix, a proprietary LIMS offered by Technossus, exceeded their requirements.

With the installation of Helix, the client’s entire testing services were moved onto a single system with a powerful workflow management and patient-centric document management, eliminating multiple manual steps throughout the testing process. Because Helix was designed to interface with other systems, it was easy for Technossus to integrate the LIMS with Telcor, the new billing provider, which eliminated additional manual labor. The new LIMS includes a customer portal which allows the company to integrate their system with all of their hospital clients. It also features a “Send-Out Module” which manages the interface with laboratories that do more advanced testing on the pathology samples, providing a seamless, end-to-end management of the entire process, regardless of where the testing is performed.

The

Results

The new LIMS installed by the Technossus team offers the client the opportunity to substantially increase profit margins in five areas:

  • Licensing fees are reduced by replacing three lab systems with one higher-performing LIMS.
  • Support costs are greatly reduced because the new, more robust LIMS is easier to maintain.
  • By integrating the LIMS with their billing company, invoicing costs are reduced and the company can receive payments from clients more quickly, which increases cash flow.
  • Manual labor can be eliminated as a result of the standardized integration with systems at all their facilities and client hospitals.
  • Greater testing throughput can be achieved without a proportionate increase in staff.

Another benefit of the new LIMS is the improved quality of service that can be provide to clients. The customer portal makes it easier to exchange data with clients and the patient-centric document management allows all of the information pertaining to a given patient to be directly accessed from the new LIMS. The Helix system also allows the client to add newer, cutting-edge technologies and tests that their older system couldn’t incorporate, which significantly expands the company’s future business opportunities.

The

Challenge

The client’s primary value to the brokers and sales representatives they serve exists in providing insurance coverage research for their clients. The research is based primarily on the requirements provided by the client and then generated into a customized report. The primary problem was slow client report generation, which left prospective clients awaiting a report anywhere from 4-10 minutes. Due to the large amount of data that was processed, the broker/salesperson was occasionally unable to leave a quote to the client at the end of the meeting. This prompted the issue of customer frustration resulting in loss of sale and decreased client profitability. The client sought the creation of a generator for “leave-behind” documents that provided sufficient details of coverage plans and addressed questions relating to costs, savings, status, etc.

They were already in development for a Quote Mobile application to supplement their brokers/salespersons to provide a quote to clients in real-time that gave them the ability to provide ‘what if’ scenarios of the various products they sold. The solution that Technossus proposed faced integration and source challenges with the existing Mobile Quote application.

The

Solution

Technossus worked with the client to develop the a QuoteLite mobile application to make the quoting process efficient with an intuitive workflow. Technossus began by building the ‘Quote Viewer’ and ‘Quote Generator’ web application for the client’s brokers using a Mobile-First approach.

The Quote Viewer was developed as a single-page application that represented a completed quote using dashboards, data visualizations and data comparisons to allow brokers to compare quote and plan information side-by-side. It also provided details on company specific insurance packages, benefits and rates. The application was prompted to include any Medical, Dental, Vision and Life package options. The plans then listed a breakdown of costs by Monthly, Semi-Monthly, Weekly, Bi-Weekly and pay periods. The Quote Generator application allowed brokers to export quotes in real-time. The application was architected using a template-based approach to allow for customization and flexibility amongst clients. The Quote Generator reports were able to be exported as PDF, email to print or exported as a PowerPoint.

The

Results

The Quote Viewer and Quote Generator functionalities were seamlessly integrated to enhance client experience and improve the quality of service for clients. The innovative application was supported across iOS and Android OS, plus web browsers such as Safari, Google Chrome, Internet Explorer, Edge and Mozilla. For security authentication, the Quote Viewer integration authorized and configured to work with “Secure Access,” a single sign-on solution. The Quote Generator was able to generate a report in between 30-60 seconds. The Quote Generator’s output included per client: Cover Page, Group Detail & Census, Package Summary, Medical Package Summary, Benefits Side-by-Side, Rates Side-by-Side, and Rates Table. Additionally, any input customizations made to a quote were auto-saved so that the user was able to recall the same quote at a later time. The customizable quoting system provided brokers access to Small Group, Large Group, Individual & Family Plans (IFP), and supplemental product quoting, allowing brokers to compare client’s existing benefits and rates with the entire marketplace. The next generation application provided an innovative quoting system highlighting different plans for brokers to compare their client’s existing plans to other options. The Quote Viewer and Quote Generator were integrated with the mobile application and allowed users to customize packages in real-time and compare them side-by-side using various scenarios. The broker was then able to instantly generate a PDF document as the leave-behind for each scenario created for their clients, saving the broker/salesperson and client valuable time.

The

Challenge

Glidewell Laboratories focuses on making quality restorative dentistry more affordable and accessible to patients worldwide. They faced challenges from integration issues amongst their different internal platforms, they used Shopify for internal payment system and Microsoft Dynamics as a CRM system. Both Shopify and Microsoft Dynamics needed to integrate into Glidewell’s existing systems, presenting dataflow issues across different applications.

The

Solution

The Technossus team discovered that assimilating Glidewell’s existing systems into an API would best allow their systems to interact with each other and interact with future system operations.

Technossus joined with Glidewell’s developers and chose an API that laid out sets of commands, functions and protocols to provide developers standard commands for performing common operations.

Using their existing IT estate, Technossus integrated the API to interact with Shopify to autonomously handle internal payments and Microsoft Dynamics to manage customer relations.

The

Results

In Glidewell’s complex digital landscape, the API was enabled application and data integration into Shopify and Microsoft Dynamics. The API was integrated via polling by employees sending requests for customer information directly in the system.

By supporting Microsoft Dynamics, employees could search all relevant data by name, order ID, and order date. It enabled Microsoft Dynamics to provide immediate support and react to priority customers’ queries and issues.

Additionally, the API integrated into the Shopify platform to accept international payments, working with credit card processors around the world to provide payment gateways. Shopify’s API integration automatically created customer profiles with new orders and synchronized online customers to reference and track order history.

Ultimately, the API integration was completed on-time, resulting in uniting several complex systems to handle order management and provide a reliable secure POS system.

The

Challenge

In order to participate in the healthcare exchange market created by the Affordable Care Act, the client was developing a new online healthcare enrollment platform. The company also needed a new CRM system that would allow the call center staff to quickly assist any current or potential customers who contacted the call center with questions regarding enrollment or coverage.

Development of the new CRM system was complex because the call center staff needed simultaneous access to data from multiple sources. This included state and federal exchange platforms, some of which were still under development; information the customer had provided on the client’s online enrollment platform; and a complete history of all contacts with the call center. This required the development of highly secure integration points with multiple internal and external systems.

Further complicating the project was the ongoing legislative activity at both the state and federal level that frequently resulted in changing requirements for the CRM during the development phase. Despite the changing requirements and the need to interface with other systems that were also currently under development, the Technossus team faced a hard deadline, as the new CRM had to be completed and operational before the new healthcare exchange was launched.

The

Solution

In addition to handling a significant portion of the overall exchange platform and development, the Technossus team was solely responsible for the design, development, and launch of the new CRM.

The Technossus team designed an innovative authentication process that allowed the call center staff to simultaneously access a customer’s call center history, enrollment qualification data, and all the information they had entered into the client’s online enrollment platform. This included the pertinent personal data, what steps they had completed in the enrollment process, and the insurance plan they had selected. Enabling the staff to immediately answer any question regarding a customer’s healthcare plan options and eligibility without leaving the CRM significantly increased the call center productivity.

The new CRM included reporting features that provided the call center management team ongoing insight into the different types of consumers who enrolled in health care plans through the exchange, what insurance packages they selected, and the progress their customers were making in the enrollment process.

The

Results

Technossus developed the CRM platform, integrated it with the required data from state and federal platforms, and created the new authentication process while working in parallel on the development of the client’s healthcare exchange platform. The two projects involved hundreds of it professionals working together to build out the highly complex solution. The developers were working under high pressure to meet an ambitious deadline, but the combination of inventive system design, disciplined development processes, and exceptional project coordination resulted in a smooth on-time launch of the CRM in tandem with the healthcare exchange platform. While many other exchange providers failed to “go live” by the original deadline, the client successfully rolled out their new system, complete with a fully equipped call center staff using a CRM uniquely designed to meet the needs of the new healthcare exchange customers.

The

Problem

The client was preparing to make an enormous investment in a new digital platform which would transform how the healthcare company interacted with their customers online. Their goal was to provide their customers with a better way to engage with their entire service network, including hospitals, clinics, business offices, and physicians. The executive team envisioned a CMS platform with backend cloud services that would make it possible for their customers to easily access and understand their health status, their insurance coverage/benefits, and the costs of their various services, while also reducing customer service costs.

The IT leaders recognized that there were significant risk factors in this multi-million dollar, multi-year project. It would require the integration of data from disparate systems, and having grown through acquisition, the company had multiple EMR, HER, and legacy systems, many of which did not communicate with each other at all. Complicating matters, the project would be executed by over a dozen outside vendors whose work would be coordinated and managed by a small team of senior IT professionals.

Large scale software development projects are infamous for having a high failure rate. It is estimated that only 10% of these project are completed on time, within budget, and achieve the original objectives. So the IT team turned to Technossus and challenged them to provide the tools and processes to make this massive software development project successful.

The

Solution

To prepare the client’s IT team to successfully manage this enormous software development project, Technossus set up the enterprise-wide software development life cycle process, including the tooling, processes, and infrastructure. They also set up and configured Microsoft’s Visual Studio Team System (VSTS) for users.

In addition, Technossus designed and delivered a comprehensive training program which covered the Technossus ALM best practices.This included methods for tracking time, artifacts and work items; standards for productivity and quality assurance; and management practices that foster team cohesiveness and productivity. The detailed training program and best practices documentation covered topics such as:

  • The day-to-day activities and best practices for quality management, workflow management, and enterprise-scale software development
  • The dashboards to monitor an enterprise project during execution and the metrics to establish the parameter framework to keep the project on-track
  • Planning activities required to successfully implement the software testing life cycle process
  • An examination of the reasons why enterprise projects commonly fail, and how to use the tools and processes Technossus provided to avoid these pitfalls
  • Use of Technossus’ ALM project execution tools to create cross-functional cohesion, even when bringing in a number of outside teams that that have not previously worked together
The

Results

The engagement provided the IT team with a high level of confidence in their ability to successfully manage the planning, development, testing, and deployment of the new enterprise software system using the ALM tools and knowledge provided by Technossus. Technossus’ guidance helped by:

  • Reducing the risk of project failure, even in large scale software development projects
  • Increasing team cohesion and cooperation to minimize conflicts, even among teams that have not worked together before
  • Improving the overall quality of any ALM process by including build quality metrics, code quality metrics, and high traceability between test cases down to code-level management
  • Providing the tools to create a metrics-based IT organization, which increases transparency, accountability, efficiency,communication, and effectiveness
  • Increasing the ROI for any IT investment
The

Challenge

Benefits Resource wanted to offer a digital insurance card to the employees of their client companies. This would streamline the process of issuing new cards each year and eliminate the need to replace lost cards. But most importantly, it would allow employees to easily access their insurance information anywhere and anytime, including in emergency situations when they might not have their current insurance card handy.

However, delivering a digital insurance card required building an application that securely, seamlessly, and automatically connected a wide network of insurance carriers, brokerages, general benefits agencies, and client corporations. Data from at least seven different insurance carriers needed to be integrated into the application to ensure that the digital insurance card contained current information, as health insurance benefits change at least once a year, and more often for some employees. In addition, each individual’s digital insurance card data needed to be available almost instantly via a number of different platforms, including mobile devices.

The

Solution

Technossus delivered not just a personal digital insurance card, but an entire mobile enterprise strategy, as well as a mobile platform that could deliver a variety of mobile services directly to mobile devices.

Because the mobile platform is connected to a network of other service providers in addition to the client company and their employees, the application provides a vehicle for Benefits Resource to deliver virtually any personalized forms, information, or application that an employee might need. Potential additional services that could be added in the future include calculating the best health insurance plan for an employee based on their individual needs, providing detailed information on individual benefits and co-pays, and tracking out-of-pocket medical expenses vs. healthcare plan requirements.

In fact, any information that an employer wanted their employees to have in their pockets could be securely delivered via this application, including highly personal information involving healthcare and compensation.

The

Results

The mobile platform that Technossus created was so popular that Benefits Resource was able to white label the application to other insurance brokerages.

In addition, it has allowed Benefits Resource to more deeply enmesh their services in their client companies, making them a more valuable and long term business partner.

The

Challenge

A leading U.S. healthcare company prepared to embark on a multi-million dollar software development project that would create a unified digital experience for patients who interacted with their network. The goal of this project, was to increase overall operating efficiency while simultaneously improving patient experience. Ultimately this would bring the company one step closer to their initial mission of catering to the under-served patient population.

The company’s executive team was cognizant of the high failure rate of large scale software development projects. Approximately 35% of these projects are outright failures, and another 55% experience significant cost overruns, missed delivery dates, and/or failure to deliver on the project objectives.

The

Solution

Technossus determined the high-level requirements that would impact the various systems in the integration process, and then created, validated, and documented a working reference architecture which included:

  • A cloud-based infrastructure that seamlessly integrated the various enterprise systems
  • A security infrastructure that ensured that every transaction was performed securely and all confidential information was encrypted
  • Operational versions of Sitecore, Microsoft CRM Dynamics
  • A web service platform that would handle a high-volume of data, allowing thousands of employees and patients to securely and reliably access the system
The

Results

Technossus dramatically lowered the risk involved in undertaking an immense, enterprise-wide software project by building a working model of the final system. The underlying goal was to provide a working architecture that demonstrated secure and reliable interfaces created using best practices to integrate all systems into a single-application set. Technossus created an architecture that accurately handled the large volume of data that flowed between the various system elements and met the tough security requirements in the healthcare industry.

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