Natural Language Search for Benefits and Coverage Inquiries

CHALLENGE & OPPORTUNITY

HealthPartners was looking to address complex medical inquiries and provide meaningful self-service capabilities to their patients and members. They engaged Perficient to help them develop a path to realization to both their long-term and short-term goals, which included surfacing answers to simple questions in benefits coverage documents. 

SOLUTION HIGHLIGHTS

• Created a simple, intuitive interface to pose benefits questions in everyday language and return a complete answer, as well as the full context from the source coverage document​
• Implemented natural language processing and querying capabilities to translate and normalize complex medical terminology and concepts​
• Established a data pipeline for continuous coverage document ingestion and near real-time updates

KEY PROJECTED BENEFITS

• Improved agent and member experience​
• Decreased cost per call​ and agent training
• Increased consistency and completeness of answers to coverage questions
• NLP model built for future scale and will address downstream member-facing use cases​