Cognisight contracted us to help develop a new medical insurance coding application named Clarifi. The goal was ambitious, spanning their entire business process with the aim of having the platform eventually become available to their clients.
This was by far one of the more complex projects I’ve been tasked with supporting. During the time I was involved (spanning roughly 9 months), I worked alongside 3 other designers, 10-15 developers, internal project leadership comprised of about 5 core members, and external client leadership/stakeholders (we would regularly meet with a group 10+ people on the client side). I was mainly involved with workflows involving Attestation, and Dashboards/Reporting. Other designers on the project focused on other pillars of the application and we coordinated all of our mutual efforts as features would eventually interact/integrate across pillars.
Problem Statement: Attestation
The Attestation portion of the application involves record keeping and documentation of care provided that adds validity to an insurance claim. Sometimes an attestation could be partial, wrong, or missing, and Clarifi users would need the ability to revise certain information and provide documents to back up an attestation. Users would need the ability to track, prioritize, and document the making of calls in support of seeking and adding the necessary documentation.
We designed and developed a management system for attestation based primarily around a master table. Each entry in the table would have statuses to represent complete/incomplete/or errors that need to be amended.
A user can drill into an attestation and access more details in the call history. Here they would have access to the ability to initiate and close out a call, add notes, documentation, and correct any miscaptured fields or statuses in order to provide a verified attestation.
Problem Statement: Dashboards
During work on Clarifi, Cognisight leadership identified a need for broad-scope visibility across the verticals of their business process. They wanted to increase visibility into volume of work by area, delays or age of work in a given state, see problem statuses, and generally being able to estimate the overall health of their platform’s workflow. Beyond just relying on system notifications, Cognisight executives expressed a desire to be able to see where “everything” is at any given point in time.
Aiming for modularity and visibility, we developed a widget based dashboard that would use simple charts and metrics to call out volume of work and statuses of concern in key areas for the platform.
The widgets would allow an executive level user to quickly scan the platform and look for warnings or problem statuses, and then drill down further into the relevant information or work with staff to alleviate the problem statuses.