Scalable Microservices and Digital Communication Enhancement for Healthcare Insurance Provider

The client faces difficulties in scaling their existing health insurance systems, managing complex microservices architecture, enhancing digital communication channels (emails, texts, calls), and overhauling customer management dashboards—all while maintaining operational efficiency and supporting high-volume user interactions. Additionally, supporting internal IT processes and internal communication workflows have become increasingly complex, impacting overall service delivery and customer satisfaction.

A mid-sized healthcare insurance firm offering health plans, digital health management apps, and customer engagement solutions targeting individual and corporate clients.

• Develop a microservices-based architecture to improve scalability and modularity of the insurance system.
• Implement robust APIs to facilitate seamless data exchange between multiple applications and databases, including customer portals, policy management systems, and CRM platforms.
• Enhance digital communication workflows to ensure reliable, personalized contact through email, SMS, and call integrations.
• Redesign and improve the user interface and functionality of the internal customer management dashboard for healthcare providers.
• Streamline internal IT support processes and onboarding/offboarding procedures to reduce resolution times and increase operational efficiency.
• Support large-scale internal migration initiatives such as Office 365 integration for employee collaboration platforms.

• Microservices architecture for modular and scalable system design.
• RESTful APIs and data collection endpoints to aggregate data from various sources and send to multiple applications.
• Customer communication modules to manage and automate personalized emails, SMS, and call workflows.
• Interactive dashboards for healthcare professionals to manage customer data, schedules, and policies with modern UI/UX.
• Internal support ticket management integrated with existing tools (e.g., JIRA) for efficient issue resolution.
• Employee onboarding/offboarding automation and internal knowledge base support.

• Customer relationship management (CRM) systems
• Policy administration and management systems
• Digital communication platforms (email/SMS gateways)
• Internal support ticketing and knowledge management tools
• Employee collaboration platforms (e.g., Office 365)

• System scalability to handle a high volume of user interactions and data processing.
• High availability and reliability, minimizing downtime to less than 0.1%.
• Data security and compliance with healthcare regulations (e.g., GDPR, HIPAA).
• Robust performance with API response times under 200ms.
• Ease of maintenance and extendibility for future feature additions.

The modernization project aims to improve system scalability and operational efficiency, enabling handling of increased user loads and data exchanges. Enhanced communication workflows are expected to increase customer engagement and satisfaction, while dashboard and support process upgrades will streamline internal operations. Overall, the client anticipates improved system performance, reduced support resolution times, and a more agile platform capable of supporting future growth, with a target scalability to support thousands of simultaneous users and high-volume data processing.