Headquartered in Phoenix, Arizona, Banner Health is one of the largest nonprofit health care systems in the United States. Banner operates 30 hospitals, including three academic medical centers and related health entities across six states. Its wide portfolio of services includes insurance, ambulatory, acute, post-acute, pharmacy, lab, and telehealth.
Banner Health (Banner) manages the health and wellness of over 1 million insured members. As part of a mission to provide holistic, high-quality health care for its patients, Banner has spent the last several years leveraging technology to deliver a highly integrated experience for its users.
In 2017, Banner partnered with Mastek (doing business as MST Solutions), on several industry-leading technology projects which focused on improving its physician hiring process and electronic health record system, along with the development of a PPME (Provider Pre-Employment Made Easier) app.
Recently, a new initiative was launched across the network’s insurance division to transform the user experience of its patients, physicians, members, and administrative staff. The challenge was to make the member’s journey—from initial contact to post-care—as easy and seamless as a retail buying experience. The decision was made to create a self-service enrollment portal for Medicare plans. Having already leveraged Salesforce for prior initiatives, Salesforce Industry Cloud was chosen as the perfect platform on which to build their portal. Mastek, an expert in building agile, intelligent, and high-performing health care systems and a long-time partner, was hired to provide strategic direction, expertise, and implementation.
An important part of the member journey is the ability to evaluate data to make informed decisions, such as comparing branded vs. generic drug costs, visibility into insurance premium pricing, and looking up in- or out-of-network providers before choosing a plan and moving into the enrollment phase.
Banner took time to learn best practices across all industries in order to provide the best user experience possible. With the new portal, prospective members no longer have to leave the platform to search for information as everything is centralized. Similar to the retail consumer concept, members can also “purchase” in the channel that they prefer, whether it’s online using Self Enroll , or going through a broker.
On the administration side, the ability to conduct real-time servicing and configure plans is seamless as admins can make adjustments where and when needed. “In the past, our membership was low during lock-in timeframes. After creating the new portal, our membership increased by five times,” said Danielle Perry, Director, Medical Sales Operations. “Our visibility is 100% better than before. We can see immediate results because we have a 360-degree view of the user journey. We are notified of any user roadblocks and can quickly remove obstacles from the process.”
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