Case Study: Streamlining Provider Onboarding & Training for a Regional Health Plan

How a health plan accelerated provider onboarding and training while greatly reducing staff time and effort

In today's fast-paced managed care environment, timely and efficient provider onboarding is essential to member access and regulatory compliance. A Western U.S.-based Medicare Advantage health plan serving 15,000 to 20,000 members partnered with Serious Development to modernize their fragmented onboarding and training process. This intuitive web application reduced onboarding times by 50% and saved the health plan's contracts and credentialing team hours of work daily.

PROJECT OVERVIEW

PROJECT DETAILS

Project Type Custom Software Development

Technologies CentralReach Integration

PROJECT SUMMARY We built a centralized web-based Provider Onboarding and Training App designed for both external providers and internal health plan teams. It includes document submission, digital attestations, training module tracking, and real-time status updates—all integrated with the client's existing systems. The application improved the provider experience while aligning internal departments including Credentialing, Contracting, and Provider Services.

THE CLIENT

Healthcare, Medicare Advantage, Provider Operations

Situational Overview Serious Development modernized the fragmented onboarding and training process for a Western U.S.-based Medicare Advantage health plan that serves 15,000 to 20,000 members. A centralized, web-based Provider Onboarding and Training App. streamlined the process for both external providers and internal health plan teams, offering features like document submission, digital attestations, training module tracking, and real-time status updates.

CHALLENGES

Overview

Manual onboarding process with back-and-forth emails and spreadsheets.

Lack of integration with provider portal and systems like EZ Cap and Wipro.

No real-time visibility into onboarding and training status for providers or internal teams.

DETAILS

Existing tools couldn’t support digital attestations or training tracking.
Providers had to download forms, sign manually, and email them back.
Health plan staff had to manually verify document receipt and completion.
Departments were siloed, and onboarding status was not visible across teams.

THE SOLUTION

We built a centralized web-based Provider Onboarding and Training App designed for both external providers and internal health plan teams. It includes document submission, digital attestations, training module tracking, and real-time status updates-all integrated with the client's existing systems. The application improved the provider experience while aligning internal departments including Credentialing, Contracting, and Provider Services.

Provider and Staff Dashboards: Providers and office managers could log in to view onboarding and training tasks.
Health Plan Dashboards: Internal health plan departments accessed a real-time dashboard for tracking progress, approvals, and document status.
Training Module Completion Tracking: Providers completed required CPS modules within the app, tracked automatically and reported to internal systems.
Custom Signature and Attestation Workflow: Attestations were signed within the app using our built-in signature feature, eliminating the need for printing, scanning, and emailing, and saving thousands of dollars annually vs using off-the-shelf software.
System Integration: Bi-directional integration with EZ Cap and Wipro ensured that data flowed seamlessly between onboarding and backend systems.
AI-Driven Response Handling: Processed non-standard responses like “My child is sick so I need to cancel” by automatically confirming cancellations with empathetic and accurate responses.
Role-Based Access and Self-Service: The system included two provider-side roles (provider and staff/office manager) and internal health plan roles (admin and super admin), with admins able to update training and attestation requirements annually

“This solution completely transformed how we engage with new providers. What used to take days now takes minutes—and our teams finally have the visibility we needed.”