Blue Cross Blue Shield of North Carolina Video

Data integration at Blue Cross Blue Shield of North Carolina enables superior customer service

Published on 24-Jul-2012

Validated on 15 Jan 2014

"From the future standpoint we know that this product is extremely scalable. And we know that we can build upon it with any other initiatives that we need to do at Blue Cross Blue Shield. " - Leah Dawson, Enterprise Application Systems Analyst, BCBS North Carolina

Customer:
Blue Cross Blue Shield of North Carolina

Industry:
Healthcare

Deployment country:
United States

Solution:
Big Data & Analytics, Big Data & Analytics: Customers, Information Integration

Overview

Blue Cross Blue Shield of North Carolina (BCBSNC) has implemented IBM InfoSphere solutions to integrate and consolidate member data into a single source of truth to provide a consistent customer experience. The scalable IBM InfoSphere information integration platform provides customers and business users with access to needed information at a low cost and in a time frame that exceeds their expectations.

Business need:
Need to integrate and consolidate disparate data sources to provide members and providers with a single source of the truth in a way that was efficient, concise, consistent and cost effective.

Solution:
Blue Cross Blue Shield of North Carolina implemented InfoSphere Master Data Management Advanced Edition to integrate and consolidate member data.

Benefits:
· Enables access to consistent member and provider data to deliver services faster, adjudicate claims faster, and improve customer service, while lowering costs. · Integrates and consolidates member data and provider data from various sources to provide members with an accurate picture of their health history. · Centralizes data and enables reusable and repeatable processes to provide authorized access to information in a way that exceeds user expectations. · Provides a single source of truth. · Provides scalability to meet future data management requirements.

Video

Blue Cross and Blue Shield of North Carolina (BCBSNC) has implemented IBM InfoSphere solutions to integrate and consolidate member data into a single source of truth to provide a consistent customer experience. The scalable IBM InfoSphere information integration platform provides customers and business users with access to needed information at a low cost and in a time frame that exceeds their expectations.




Video Transcript


Leah Dawson, Enterprise Application Systems Analyst, BCBS North Carolina

At Blue Cross Blue Shield we are trying to serve our customers faster, adjudicate their claims faster. Provide them with benefits and to be able to do that at a cheaper price.

Some of the ways we are doing that is by implementing solutions that enable us to reuse services and data and create a consistent customer experience throughout.

A lot of companies have multiple sources for the same types of data.

When we were looking at trying to figure how to consolidate all of those disparate sources of data into a single source of truth, we looked at a lot of different providers of this type of product. InfoSphere was the one that met our needs.

What the centralized area of information enables us to do is to provide that experience, so when the member reviews their information on the web and calls the customer service line and actually talks to a customer service rep, they can be ensured that they are going to get the same information.

Blue Cross Blue Shield has had a relationship with IBM for many years.

I think that the relationship was a very large player in the selection of InfoSphere. We knew that we had a large group of individuals from IBM that could really come in and help us to set the InfoSphere up, to educate us on how it’s used and how to build it out into the future.

From the future standpoint we know that this product is extremely scalable. And we know that we can build upon it with any other initiatives that we need to do at Blue Cross. Right now it’s member data and member demographics data. Tomorrow it might be provider data. The next day it might be claims information. And it’s all built off that same platform. It’s extremely scalable. And every time we use it, it shows its value because we’re reusing a product that we already have setup.

I think the landscape today in IT is changing. I think that people are having to do more with less.

From an IT perspective working smarter means that we have the ability to deliver our solutions in a faster and more efficient manner. And more cost effective manner. It enables us to provide our business with the capabilities that they need, in a time frame that exceeds their expectations.

Technology design for data means to me, providing the business with the capabilities that they need and the centralized data area to provide that consistent and cost efficient customer experience.

Time moves fast these days, and the world is a much smaller place than it used to be. And in order for companies to keep up, these solutions will really enable that process and make it more efficient. I think that as time goes on and as we move through our InfoSphere journey, we’ll see that it has enabled us to kind of keep up with our small planet.

Products and services used

IBM products and services that were used in this case study.

Software:
InfoSphere Master Data Management Advanced Edition

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