↓ Overview
↓ Insight
↓ Idea
Patient
Provider
↓ Impact

Brendan Appe

The Provider Portal
With the provider portal we aimed to reduce administrative burdens for healthcare professionals managing patient enrollments.

Providers gained a unified view of all patients’ CarePath enrollment and coverage, allowing them to efficiently track statuses in a single location.

The provider portal UI and language aligned with the patient portal with more of an emphasis on managing patient coverage.

After the initial release of the CarePath portal, we conducted follow-up research with provider office administrators to gather feedback on how effectively the platform supported their workflows for securing patient medication coverage. Based on their insights, we made iterative improvements to the provider portal, with a particular focus on enhancing the data table for greater efficiency.

A segmented table controller was introduced, allowing providers to seamlessly toggle between "All Patients" and "Case Management" views. Additionally, filter chips were implemented to enable quick access to commonly used filters, with the flexibility to customize and retain preferences upon login.

These enhancements streamlined navigation and improved the overall user experience, ensuring providers could quickly access the information they needed. Providers were now able to more efficiently identify and take action on patients requiring immediate attention.

“Case Management made it easier to keep track of patients who need urgent help with their coverage. Instead of digging through tables, I can quickly see who needs attention.”
Office Administrator, Summit Immunology Associates

With streamlined access to critical patient information, healthcare professionals could make quicker, more informed decisions regarding treatment support. Additionally, the platform transformed benefits verification by digitizing and streamlining the entire process.

All forms, including exception and appeal requests, could now be completed and submitted online, eliminating the need for manual paperwork.
Form wizards with standardized templates guided users through the process, reducing errors and ensuring faster approvals.

An existing CarePath Benefits Investigation form that would be filled and faxed by an office admin.

We ran heuristics on existing CarePath paper forms and found a number of opportunities for improvement:
Excessive Length

Issue: The form is long and requires multiple pages of input, making it cognitively overwhelming.
Solution: Break it into progressive steps (e.g., "Step 1: Patient Info," "Step 2: Insurance," etc.)

Technical Jargon

Issue: Some instructions require deciphering medical and insurance terms, increasing cognitive burden.
Solution: Use simpler phrasing, inline tooltips, or hover explanations for complex terms.

Repetitive Information Requests

Issue: Some fields (e.g., Insurance details) could be autofilled or prepopulated from prior entries, reducing redundancy.
Solution: Reduce free-text entry, add default selections, predictive inputs, and pre-filled common responses.

No real-time validation

Issue: Users won’t realize mistakes until they submit the form, leading to frustration.
Solution: Highlight required fields early, provide real-time feedback (e.g., “Invalid date format” before submission).

By auto-filling patient and insurance details from records collected during CarePath sign-up, both from the patient and provider’s office, we eliminated redundant data entry, significantly reducing time spent on form completion.

Inline error validation ensured mistakes were caught in real-time, preventing submission delays, while natural language tooltips replaced complex medical jargon, making instructions clearer and easier to follow. These enhancements streamlined the workflow for office administrators, reducing frustration and improving efficiency in processing benefit investigations and prescriptions.

Form submision was clear with immediate case ID’s and status for tracking.

Streamlined Insurance Coverage pages gave clear indication of status and coutcomes.

One of the most impactful benefits for provider offices was replacing faxes with electronic forms, improving efficiency and accuracy while streamlining workflows to reduce administrative friction.
By eliminating the need for manual paperwork, office administrators saved an estimated 5-7 hours per week, allowing them to focus more on patient coordination and support. This improvement not only enhanced efficiency and accuracy but also streamlined workflows, reducing delays in benefit approvals and patient enrollment processing.

The patient record would populate as forms were filled and submitted.
The record was leveraged to autopopulate future forms to expedite the form filling process.

Seamless Collaboration, Smarter Communication, and Real-Time Support
To strengthen communication, CarePath v2.0 introduced secure messaging and real-time alerts. HIPAA-compliant text messages, email notifications, and in-platform messaging kept patients and providers informed on treatment status, approvals, and next steps, reducing the need for time-consuming phone calls and improving care continuity.

The cloud-based infrastructure allowed users to engage with the system seamlessly across desktop, tablet, and mobile devices, ensuring consistent access to essential information. A unified design system simplified navigation, making it easier for patients and providers to find relevant tools and resources, improving overall adoption and engagement.

These solutions significantly enhanced communication and coordination between patients, providers, and care coordinators. Delivering real-time updates, enabling collaboration, and ensuring seamless access to information, CarePath set a new standard in healthcare engagement.