Operating as a BlueCross BlueShield franchise and as Univera Healthcare in Western New York, Excellus BlueCross BlueShield is upstate New York’s largest nonprofit health plan. Headquartered in Rochester, New York, Excellus is part of a $6 billion family of companies that finances and delivers health care services across upstate New York and long-term care insurance nationwide. Collectively, Excellus provides health insurance to nearly 1.5 million members and employs about 4,000 New Yorkers.
The company’s guiding principles include providing members a simple, secure, confident and compassionate customer experience. To live up to those principles, Excellus needed to deliver an intuitive and content-rich online experience, as well as the information, tools, and content its staff and providers need to deliver an exceptional level of care and support. However, Excellus was constrained by an aging IBM WebSphere Portal web and content management platform for delivering external and internal facing web applications, which greatly limited the functional capabilities IT and the business could provide. “The existing systems were old and costly to use and maintain, with a complex development environment, and an overall lack of integration between our web, back-end, and content management applications,” said Timothy Schwab, Vice President Consumer Technology at Excellus BCBS. “We needed a solution that integrates all these pieces, with an intuitive, robust interface for content creation and management, secure, flexible, role-based access management, and the ability to personalize the experience for any member, provider, or staff.”
Delivering a New Digital Experience for Members and Teams
The project was one of the largest and most ambitious technology programs Excellus had ever undertaken and had visibility at all levels. The scope covered both Excellus BCBS and Univera brands, each of which involved six major sites—Member, Medicare Member, Provider, Employer, Broker and Internal—with content creation and management for each.
To learn more about how Liferay and XTIVIA helped Excellus launch several portals to meet its core program objectives in just 18 months, read the full case study.