Customer Stories

Independent Health

Regional insurer seeks to improve patient outcomes and contain costs through data governance

young nurse and elderly woman discuss health on tablet while wearing face masks

Headquartered in Amherst, New York, Independent Health began operations in 1980 and has consistently been rated among the top health plans in the country for customer service and member satisfaction. The organization’s comprehensive portfolio of product and service offerings includes HMO, POS, PPO and EPO products, Medicare and Medicaid plans, traditional indemnity insurance, consumer-directed plans, coverage for self-funded employers, plus health savings account (HSA) and pharmacy benefit management (PBM) services. Independent Health’s extensive provider networks include more than 846,000 physicians, 3,700 hospitals, and 60,000 pharmacies nationally. Combined, the company provides health benefits and services to nearly 375,000 individuals in Western New York and throughout the country.

independent health logo

Slowing the growth rate on health care costs is imperative if we are to improve the long-term fiscal health of this community and our nation. Reversing the high cost of healthcare is a collective responsibility requiring visionary leadership and wide-ranging partnerships.

Judith Feldman, Senior Vice President & CIO

Independent Health

Challenges

Leading regional health insurance provider, Independent Health selected the Magnitude Kalido Dynamic Information Warehouse (DIW) to deliver a data-governance-driven information management solution that will help better manage data related to members, providers, and claims to slow the growth rate of healthcare costs and improve service. Independent Health chose Kalido DIW for its comprehensive data governance capabilities that meet the company’s need to deliver complex, critical insight in a transparent and fully auditable environment. Magnitude partner, Project Performance Corporation worked with Independent Health to design and implement the solution.

Consistently ranked one of the highest-rated health plans in the nation by such organizations as the National Committee for Quality Assurance (NCQA), US News and World Report, and other national consumer magazines, Independent Health has proven that customer service is a top priority. To maintain that leadership position even in the face of rising healthcare costs and imminent industry reform, Independent Health continually seeks innovative ways to manage healthcare costs while simultaneously improving service and outcomes for the individuals insured under their plans. The right information and analysis is the first step for Independent Health to keep premiums low while maintaining its national benchmark levels of customer service and satisfaction. In addition, strict standards and regulations such as the Health Insurance Portability and Accountability Act (HIPAA) require Independent Health to ensure the security and privacy of health data.

Solution

With the new Kalido-based solution, Independent Health seeks innovative ways to slow the growth rate on health care costs through the intelligent analysis of member, employer, and provider data, while simultaneously adhering to regulatory privacy requirements and maintaining the organization’s high standards for customer service. Independent Health relies on multiple internal and external information systems for operational data. Kalido DIW was selected to replace a custom-built data warehouse due to its proven performance in complex, heterogeneous environments providing data management and governance capabilities. Independent Health selected the Magnitude solution for its ability to rapidly incorporate new systems into Independent Health’s existing data warehouse.

Moving from a claims-centric data warehouse architecture to one that is information-based enables Independent Health to integrate data sources faster, and allow the use of more comprehensive information to provide more value to internal and external constituents.

The implementation of this new program will take us one small step toward that goal. Kalido has a unique combination of adaptability, automation, and auditability that will not only help us quickly achieve our goals, it will also greatly improve productivity in our reporting and data governance groups. With Kalido and Project Performance Corporation, we will achieve our vision without compromise.

Judith Feldman, Senior Vice President & CIO

Independent Health

Group of healthcare professionals talking in a hospital hallway

Magnitude Kalido DIW