Case Study
Bradesco Saúde transforms healthcare provider workflows and customer experiences
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Healthcare provider workflow was outdated, time consuming, and manual
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Built a digital solution to improve processes and meet modern UI standards
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Developed and deployed new solution to shorten processes
“Transformation is a journey. We have set out with a mission to create accurate, integrated processes. And now we have a system as a single source of truth related to providers, which is vital to the digital work.”
The Business Issue
Bradesco Seguros is the largest insurer in Brazil and Latin America, operating in several segments, including life, pension plans, vehicles, and health.
The company’s healthcare division, Bradesco Saúde, serves approximately 3.7 million policyholders with more than 47,000 healthcare providers in-network, distributed across more than 1,400 cities.
With so many providers, it was essential for the company to deliver quick request reviews and document exchanges as well as establish more efficient and granular monitoring of the processes related to them.
However, the workflow for healthcare professionals to submit applications to work with Bradesco Saúde was slow, labor intensive, and inefficient.
The company needed a new solution that could:
- Make processes more efficient while improving the quality of service to providers
- Be seamlessly integrated with both internal and provider portals
- Meet enterprise UI standards
The Solution
Bradesco Saúde began a digital transformation journey to improve its relationships with customers, managers, and regulatory operators. The company partnered with Pega and Ernst & Young to build a solution that automated many manual processes and transferred most of its supplier onboarding management process to Pega.
With this new solution, each candidate fills out an interactive form that adapts to requests and receives the appropriate documents. It also applies filters and rules to ensure that all candidates are qualified.
Applications that meet the criteria are routed to the existing network management workflow. Processes started by the candidates and processes started by the operations users become almost indistinguishable from each other and follow the same steps to completion. This consistency in process improves speed to market and reduces cost and effort of future changes.
The Results
Bradesco Saúde now has a single source system of truth related to providers. While the organization is still early in its transformation process, it has seen the following results:
- Automatically filtered out two-thirds of requests, guaranteeing that remaining requests meet SLAs
- Integrated with the legacy system and outdated front-end technologies
- Integrated the solution with network management workflows
- Delivered a new and personalized UI
- Gave candidates the ability to follow the progression of their requests
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