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Seamless Care Delivery: Transforming the Provider Experience

Case Hero-omnichannel (1)

Industry

Healthcare Payer

Challenge

Care providers were wasting time navigating multiple systems instead of focusing on patients.

Results

Saved 106,000 daily minutes and $3.62M annually by streamlining access to essential care information.

Key Service

AI-Enhanced Care Coordination

106K
Daily Minutes Saved
$3.62M
Annual Cost Savings
8K
Supported Providers

By giving providers a clearer, faster view of what matters, we helped shift their time back to where it belongs—on patient care.

Raheel Retiwalla

Chief Strategy Officer @ Productive Edge

Unposed group of creative business people in an open concept office brainstorming their next project.-1

About the Client

A national health payer serving millions of members and supporting thousands of care providers. The organization aimed to improve care coordination by simplifying and unifying the digital experience for frontline clinicians.

Challenge

Care providers were spending too much time navigating fragmented systems instead of focusing on their patients. Siloed applications and disconnected workflows created friction, slowed down care delivery, and impacted provider satisfaction.

Solution

Productive Edge partnered with the client to create a single-pane provider experience—a unified digital interface tailored to the needs of care teams. The engagement began with human-centered research, including workflow observation and recorded conversation analysis. We identified 135 critical pieces of information that providers relied on daily, then grouped and prioritized them based on frequency and impact.

These insights guided the design and development of a scalable, role-specific platform that embedded the most relevant data and actions directly into the care workflow.

Key Features

  • Role-based dashboards that surface key patient context

  • Streamlined access to documentation, tasks, and communication tools

  • Configurable layout to support different care models and team structures

Results

The single-pane solution was rolled out to between 5,300 and 8,000 care providers, dramatically improving the usability of digital tools and freeing up time for direct patient care.

Key Metrics

  • 106,000 minutes saved per day

  • $3.62M in annual cost savings

  • Up to 8,000 care providers impacted

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