NETSCOUT Case Studies nGeniusONE: Ending the Patient Eligibility Inquiry Bottleneck

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	nGeniusONE: Ending the Patient Eligibility Inquiry Bottleneck NETSCOUT

nGeniusONE: Ending the Patient Eligibility Inquiry Bottleneck

NETSCOUT

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Healthcare & Hospitals
Applicable Functions	Quality Assurance
Use Cases	Remote Asset Management
Services	System Integration
Challenge	The healthcare insurance provider was experiencing significant network slowdowns that were adversely impacting application services used for patient eligibility inquiries. These slowdowns were causing delays for doctors and hospitals in determining whether prescribed treatments were covered by insurance. This not only impacted patient care but also put the insurer at risk for service level agreement (SLA) violations. The IT team was faced with the challenge of identifying the root cause of these network slowdowns in order to rapidly triage and improve the mean time to repair (MTTR). Read More
About Customer	The customer is a century-old healthcare insurance provider based in the Northwest U.S. The company serves millions of members across multiple states, providing preventative care, as well as treatment for health-impacting conditions. The company has a significant IT infrastructure that supports its operations, including the processing of patient eligibility inquiries. These inquiries are critical to the company's operations as they determine whether or not prescribed treatments are covered by insurance. Any slowdowns in this process can have a significant impact on patient care and can also put the insurer at risk for service level agreement (SLA) violations. Read More
Solution	To address its network and application issues, the insurer’s IT team worked with long-term technology partner, NETSCOUT™, to pinpoint the root cause of infrastructure slowdowns. They used the nGeniusONE™ Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology and InfiniStream® appliances. These tools offered critical traffic-based intelligence into service performance across primary and secondary data center locations, as well as at a new co-location that is currently being brought online. Using nGeniusONE, IT staff was able to gain visibility into the overall payer environment, from the Internet connection and firewalls to the application servers to the databases and storage. This allowed IT to triage and troubleshoot issues impacting communications from doctors and hospitals requesting patient treatment approvals and service privileges. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Healthcare & Hospitals

Applicable Functions

Quality Assurance

Use Cases

Remote Asset Management

Services

System Integration

Challenge

The healthcare insurance provider was experiencing significant network slowdowns that were adversely impacting application services used for patient eligibility inquiries. These slowdowns were causing delays for doctors and hospitals in determining whether prescribed treatments were covered by insurance. This not only impacted patient care but also put the insurer at risk for service level agreement (SLA) violations. The IT team was faced with the challenge of identifying the root cause of these network slowdowns in order to rapidly triage and improve the mean time to repair (MTTR).

About Customer

The customer is a century-old healthcare insurance provider based in the Northwest U.S. The company serves millions of members across multiple states, providing preventative care, as well as treatment for health-impacting conditions. The company has a significant IT infrastructure that supports its operations, including the processing of patient eligibility inquiries. These inquiries are critical to the company's operations as they determine whether or not prescribed treatments are covered by insurance. Any slowdowns in this process can have a significant impact on patient care and can also put the insurer at risk for service level agreement (SLA) violations.

Solution

To address its network and application issues, the insurer’s IT team worked with long-term technology partner, NETSCOUT™, to pinpoint the root cause of infrastructure slowdowns. They used the nGeniusONE™ Service Assurance platform with Adaptive Service Intelligence™ (ASI) technology and InfiniStream® appliances. These tools offered critical traffic-based intelligence into service performance across primary and secondary data center locations, as well as at a new co-location that is currently being brought online. Using nGeniusONE, IT staff was able to gain visibility into the overall payer environment, from the Internet connection and firewalls to the application servers to the databases and storage. This allowed IT to triage and troubleshoot issues impacting communications from doctors and hospitals requesting patient treatment approvals and service privileges.

Impact #1	Quickly pinpointed root cause of network slowdown
Impact #2	Ended war room finger pointing
Impact #3	Reduced MTTR which resulted in improved patient care

Impact #1

Quickly pinpointed root cause of network slowdown

Impact #2

Ended war room finger pointing

Impact #3

Reduced MTTR which resulted in improved patient care

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Overview

nGeniusONE: Ending the Patient Eligibility Inquiry Bottleneck

Operational Impact