WPS Health Solutions

Modern Beneficiary and Provider Portals

Award-winning insurance portals

0 m
beneficiaries of Tricare Worldwide
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portals
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help desk call reduction

Challenge

WPS Military and Veterans Health (MVH) was operating 4 portals – 2 beneficiary portals and 2 provider portals–that offered multiple challenges. From an organizational perspective, simple updates were complex, time-consuming, and usually required additional involvement from the IT team. Workflows to update content were complex, product updates were difficult and performance at times was unacceptable. From a user point of view, the portals were confusing to navigate, locating information was difficult, users often had to revert to paper-based transactions, and submissions by providers were less than satisfactory.

Solution

In less than two years, WPS Military and Veterans Health went through a complete portal transformation for all 4 portals. The new portals utilized Base22’s Enterprise Portal Blueprint which included a set of design assets and proven implementation patterns that leveraged Digital Experience Platform functionality. By aggregating information from multiple systems, beneficiaries and providers are provided a clean, modern, integrated, and responsive experience; a much-improved claims experience; content personalization based on their user profile information and language selection; improved search; and a consistent, enhanced overall site performance. Business stakeholders can create, control, and target content delivery without dependency on IT, help desk calls are reduced by over 50%, and there is a significant reduction in paper-based transactions including email.

WPS Health Solutions received two eHealthcare Leadership Awards for their new solution.

Services

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