iCare NSW Medipass

Project Overview

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Client: iCare
Project Name: iCare NSW Medipass
Deliverables: Business Case, Business Model, Business Requirements, Stakeholder Workshops
Industry: Insurance

About iCare

iCare is a social insurer in New South Wales Insuring assets exceeding $32 billion, iCare plays a pivotal role in facilitating payments to service providers such as doctors, physiotherapists, and medical imaging providers for treatments administered to injured workers.

The Challenge

iCare identified a pressing concern within their operations - payments to service providers. Providers and staff consistently raised concerns regarding a manual payment process that was inconsistent and slow. Invoices were being transmitted via email, postal services, and fax, resulting in sluggish payment processing and an unenjoyable user experience.

The Solution

Human Digital was engaged to support the payments transformation program. Our approach involved research, analysis, and design workshops to develop an improved provider and staff payment experience that would in turn provide a better experience for patients. The result was an enhanced provider payments experience, realised through the implementation of Medipass, an advanced online portal that allows service providers to digitally record treatments and request payments from service providers.

The Outcome

The newly implemented online portal has revolutionised the way service providers interact with iCare. It enables them to digitally record treatments and submit payment requests seamlessly. This digital transformation has not only streamlined the payment process but has also significantly improved the overall user experience.

Client Testimonial

Our client at iCare's expressed their satisfaction with our work, stating,

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‘’The quality of their delivery was fantastic. Our presentations without stakeholders were very clean, clear, and crisp. It was commented on and complemented by the business. They were always able to articulate a challenging problem in a clear, helpful way. Their deliverables have been top notch. All of their work was well thought through and they took challenging problems and were able to work their way through the challenging problems.”

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We at Human Digital are incredibly proud of the successful partnership with iCare and are excited to share this case study, which demonstrates our commitment to innovation and excellence in the digital realm.

About Human Digital

Human Digital is a human centred design and marketing agency known for delivering sustainable solutions to businesses across New Zealand, Australia and abroad. With a dedicated team of strategists, designers and marketers, they specialise in driving digital transformation and enhancing user experiences.