Oftentimes providers lack comprehensive mobile experiences or solutions for their members, and those that do feature text-heavy, outdated designs, and lack solutions for key pain points and clarity around coverage. Many features are broken up into several different providers, logins, and interfaces, causing a fragmented and disjointed experience for many members. Consumers expect advanced personalized experiences as they get in all other aspects of their lives, as more industries and experiences move into digital forward solutions, members have come to expect that level of access for all their interactions.
WebTPA is a third-party administrator of health insurance benefits, managing health plans and processing claims for their users. What once started as a hospital and healthcare consulting company over 25 years ago, has grown into one of the largest and most flexible third-party administrators in the country. Partnering with self-funded or self-insured employers who use their own money to cover their employees’ claims, WebTPA supports hundreds of employer groups that serve thousands of employees nationwide.
WebTPA approached Bottle Rocket to help move away from their existing platform and create a more robust and flexible solution to meet the ever-changing needs of their customers. They needed to increase engagement with their users by providing a simplified user experience that guides, supports, and educates members about health coverage and costs. WebTPA knew that with younger generations joining the workforce and experiencing independent healthcare for the first time, personalized digital experiences were becoming a baseline expectation.
WebTPA knew their members needed to quickly access health insurance information including finding providers, facilities, and medical services care. WebTPA wanted to help members navigate the complex system of care so they knew how to best use their benefits to achieve better outcomes and reduce costs.
Together, Bottle Rocket and WebTPA redefined their digital experience by creating a flexible and configurable platform, called MyHealthHub that enabled intelligent, personalized experiences to optimize health benefits, and personal health information to achieve better clinical outcomes. We set out to create a customizable experience for their clients within a single application.
The team went about creating an all-encompassing health benefits platform that provided a simplified and easy-to-use experience that guided and supported members throughout their entire care journey. The team brought together nine different vendors, leading to a total of 12 system integrations, including WebTPA systems, into one single intuitive experience. In order to ensure a unified member experience, the team developed the application via Flutter to ensure it was able to be used via iOS, Android, Web and Mobile web all in parallel.
Members were able to access support via chat and as well as a robust messaging center with the ability to upload documents, populate custom forms, and provide additional communication.
In addition, the team created a robust and white-labeled find care experience via ClearCost Health to provide transparent estimated cost and comparison of healthcare prices for both in- and out-of-network providers.
The experience provided a large variety of customizations and features while allowing white-labeling overall. The new digital experience helped WebTPA to extend and collapse sections of the app and let the app to be updated without development intervention. In addition, the static web app provides auto-scaling and high performance for peak use times.
Through these innovations, WebTPA is now ahead of the curve, not only in the third-party administrator space but amongst healthcare apps in general. With ways to find care, get personalized price estimations for care, view personalized plan and coverage information, and so much more, the user can achieve a level of access and understanding that at one point in time was very difficult.
Experience experts weigh in on their top strategies for our most successful clients.