PRovider Onboarding
Skill Summary: B2B design, systems-level thinking, complex data relationships, form design, process mapping, error-proofing
Overview
The provider onboarding portal (Onboard Pro) delivers a dynamic interface for providers wishing to join the UHC network that synthesizes and facilitates the credentialing and contracting part of the onboarding process in a reliable, transparent, and easy to use way.
Although the providers going through the on-boarding process ultimately provide the necessary credentialing information, more often than not, the actual submission of the Request for Participation form (the first step in initiating the on-boarding process) is handled by a credentialing specialist or delegate entity on behalf of the provider. The core elements of the tool include the dynamic UI, a rules engine, a Salesforce iteration, and connection to a reputable third-party provider API from the Council for Affordable Quality Healthcare (CAQH). The dynamic UI itself consists of a “pre-credentialing” check to quickly see if a provider requires credentialing, a “request for participation form” that adapts to different state credentialing rules, and a dashboard.
Onboard Pro on UHCprovider.com
Interactive Onboard Pro Guide
* Note: after the project was completed, UHC came out with new branding which is reflected in the current experience shown in the interactive guide. Other additions have been added since as well.
Process
This project was a highly collaborative effort including a UX researcher, a design manager, a visual designer and myself. Working without a detailed design system, this allowed me the freedom to iterate and explore different concepts for workflow management, and form design. Due to differing regulations and requirements across states, one significant challenge was figuring out how to best organize information and adapt the UI according to which state a provider is practicing and credentialed at. If the provider has a CAQH account, required information will be auto-filled into the form. However, working within the constraints of both the third-party API and our own legacy databases certainly required me to get creative when dealing with potentially incorrect, incomplete, duplicate and mismatched data. The concept for the form design was inspired by the “rocket mortgage” vertical wizard.
