We have a customer that is growing very fast in the Healthcare space. Two years ago their Member database was around 200,000 members. After 2020 Annual Enrollment Period settled, they are now over 5 million members. This growth is a very good problem to have.
One of the features of Vy Healthcare CRM™ is something called "IntelliSearch." This feature enables a quick and easy ability to find members when names are not always the same or when it is not obvious which MCO they are with (something that can be more difficult than you'd think - but this is a topic for another day).
The problem with IntelliSearch is that while it makes it very user friendly for Call Center agents, it is way more taxing on the server, especially as that database grows.
Another feature of Vy Healthcare CRM is that we process discharge/authorization files as soon as they come in from the MCO. This is of course great for the MCO, our customer, and ultimately the member getting served, but it is also pretty taxing to be processing through thousands of discharges and comparing it to millions of Members in the middle of the day.
So when average page load times went from 1.2 seconds to 7 seconds in January, something needed to be done and needed to be done fast.
It was initially proposed that we need to remove IntelliSearch and that file processing should be moved to an overnight job because that is where the problem lies.
The problem with this is that it would severely impact usability and also provide worse customer service.
And therein lies the problem. For those outside of technology (looking at you CEOs and CFOs), all "tech people" seem the same. But there are a lot of different types of technology people. In a perfect world you have:
- Database Administrators
- Server Admins
- Network Admins
- Security Specialists
- Project Managers
- And of course, an Executive over all of them that understands all of this
If you have an appetite for all that, Vy Technology may not be for you (that's at least a $1 million in payroll right there). Even if you can afford it though, finding and retaining is a whole other issue. So what most small and medium sized businesses do is they hire a single Network/Server Admin type, put them in an IT Director position, and turn to them to make big picture decisions. If you found that diamond in the rough that can wear all those hats and you can keep them happy, great! But if you don't have that, you can't leave operational business decisions up to the wrong type of technology person.
In the end, we went with a replicated database solution that processed the searching in one database, the discharge files in another database, and left the master database free to do everything else (at no additional cost, no operational impact, little work for the internal IT department, and in a matter of two days).
This absolutely was more work. Did it "ruin a weekend," yes. Was it the easy way out, no. But there is no doubt this was the right move to make for the business. And putting the business over the IT department is what good businesses (and IT departments) do.
Need help with keeping functionality as you grow? We'd love to hear from you. Reach Out.
One of our core values at Vy Technology is that We Know the Difference in Being Right and Doing Right. What we mean by that is, being right is important, but doing right is far more important. When those conflict, choose doing right.
Even though most of our core values reflect what I naturally gravitate to in business, this, in full disclosure, is not one I naturally gravitate to. Out of all our values, this is one that I personally struggle with the most. I think a lot of technology personalities struggle with this. It's why it's important it's there.
Living out this value of course can manifest itself in many ways. One recent way was looking at helping a customer of ours come up with a solution because their customer didn't have the ability to provide consistently formatted data.
This story may get a little complicated so I will go ahead and call our customer Good Food Company and I will name their customer Homestead Insurance Company (neither are their real names).
A standard need for Good Food is being able to process hospital discharge files. This usually entails processing through the discharge file, comparing MemberIDs to a previously loaded eligibility file, and then proceeding on if a match is found.
This match is important because after the member has been served, the reporting needs kick in and there is a lot of metadata associated to that member from the eligibility file that needs to be reported back to Homestead.
The problem lies however in the fact that you would think the MemberIDs in the discharge file would be in the same format as the MemberIDs in the eligibility file. For most MCOs, that is the case. But for Homestead, that wasn't the case.
Now we could have rightly held firm and said, you need to get your two files to match. We would be right saying that. But that isn't necessarily doing right given the situation.
Why? Because we know that Homestead will take months to get this resolved. We know that Good Food will be missing out on revenue while Homestead sorts through that. And most importantly, we know that Homestead's members will be missing out on a benefit they very desperately need when they are at their most vulnerable.
So how does a "doing right" versus "being right" mindset solve this issue? Simple. Vy Technology proposed and then wrote an algorithm that tries 896 different combinations of MemberIDs to find a match.
So if a MemberID is 123456789-01 in a discharge file, then we try 12345678901, and 123456789*01, and 00012345678901, and 123456789, and 892 more variations. The computational impact on the server is measured in milliseconds. The coding effort was measured in 2 to 3 hours. Good Food is happy, Homestead is happy, and Homestead's members are happy.
These are the types of issues you find when doing business in healthcare. And this is the type of creative problem solving you get with Vy Technology.
Need help with creative solutions to complex problems? It would be fun to discuss. Contact us.
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