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Health plans are grappling with the challenge of reducing operating costs without sacrificing clinical outcomes. At the heart of this challenge lies the core administrative processing system (CAPS), responsible for claims processing, care coordination, and operational workflows.

Unfortunately, many health plans still rely on legacy CAPS solutions that are rigid, siloed, and incapable of scaling with modern business needs. Modern CAPS solutions, like HealthEdge HealthRules® Payer, are designed to scale alongside payers—helping improve margins, enhance efficiency, and drive innovation.

In this blog, we highlight 7 ways an integrated CAPS is a must-have for health plans aiming to stay competitive in a crowded and ever-changing healthcare landscape.

Limitations of Legacy CAPS Solutions

Legacy administrative systems often come with their own sets of challenges and inefficiencies that can cost payers valuable time and money:

• Reliance on Manual Workflows: Heavy reliance on manual review slows down claims processing and increases the risk of errors.
• Internal Data Silos: Disparate technology systems can fragment critical data, making it difficult to access holistic insights and facilitate coordinated care.
• Scalability Challenges: Adapting legacy systems to meet new demands, such as value-based care models or expanding Medicare & Medicaid lines of business, can require costly and time-consuming updates.
• Compliance Shortfalls: When using legacy CAPS, frequent regulatory changes require time-intensive manual updates and customizations.

Switching to an updated and integrated CAPS can help payers automate manual tasks, scale to meet the needs of new member populations, and stay prepared for changes to regulatory and reporting requirements.

Facilitate Health Plan Growth with a Modern CAPS Solution

Modern CAPS solutions like HealthRules Payer help address the pain points of legacy systems by leveraging cutting-edge technology and workflow automation.

1. Resilience and Enhanced Scalability

Integrated CAPS platforms are designed for adaptation and customization, making it easier for your health plan to stay on top of industry changes. Whether payers are responding to regulatory updates, launching new lines of business, or navigating large-scale population health issues, next-generation CAPS can enable health plans to remain resilient.

Real-World Impact:

• Amid the COVID-19 pandemic, Presbyterian Health Plan leveraged HealthRules Payer to configure new benefit plans within weeks (not months), ensuring members received uninterrupted service.

2. Superior Automation for Increased Efficiency

Automation is a hallmark of modern CAPS. From claims adjudication to retroactive reprocessing, advanced platforms automate repetitive tasks, reducing human error and administrative bottlenecks.

Key Metrics:

• 90%+ Auto-Adjudication Rates: HealthRules Payer uses auto-adjudication to streamline claims processing to achieve up to 99% claims accuracy, drastically cutting down on claim backlogs and administrative costs.
• 800% Increase in Claims Automation: Health plans like Medica reported significant gains in operational efficiency by automating previously manual processes.

3. Faster Time to Market

Launching new products and benefits no longer takes months and excessive IT resources to configure. HealthRules Payer allows business analysts to configure and update benefit plans, provider contracts, and member databases with intuitive, no-code tools.

Benefits:

• Health plans can quickly roll out value-based care models, Medicare & Medicaid expansion programs, and innovative consumer engagement initiatives.

4. Actionable Insights with Real-Time Analytics

Real-time data integration is a game-changer for health plans, facilitating claims processing, member engagement, and care coordination. Modern systems like HealthRules Payer consolidate operational data into one integrated accessible platform, allowing health plans to leverage up-to-date analytics to gain more actionable insights.

Capabilities Include:

• HealthRules Connector: Integrates HealthRules Payer seamlessly with other systems, partner networks and exchanges, to create a digital ecosystem.
• Machine Readable Files:  A cloud-based add-on that improves health plans’ processes for publishing Machine-Readable Files, making meeting regulatory requirements easier, faster, and more accurate than ever.

5. Operational Efficiency That Improves Margins

Efficiency is paramount in improving margins for health plans. By automating processes, eliminating data handoffs, and reducing IT resource dependencies, next-generation CAPS drastically lower operational costs. 

Measurable Outcomes:

• $1.2 Million Savings in the First Year: Medica achieved notable savings by implementing HealthRules Payer, thanks to reduced manual intervention and higher claims accuracy.
• Reduced customer service calls through accurate billing and faster claims resolutions.

6. Enhanced Member and Provider Experiences

With HealthRules Payer, health plans can offer members and providers a more transparent, responsive, and efficient experience.

Industry-Leading Features:

• Transparency Tools: HealthRules Answers provides access to operational data for reporting and analytical dashboards. Users can see and share metrics with stakeholders immediately to enable informed decisions at the point of care.
• Configuration: HealthRules Promote makes it easier for health plans to configure new benefits plans faster to meet the shifting needs of member populations.

7. Regulatory Compliance Without Complexity

Complying with evolving state and federal regulations is often a costly endeavor for health plans using legacy systems. Modern CAPS platforms like HealthRules Payer help ensure compliance through automated updates and flexible configuration tools.

Example:

• HealthRules Payer customers with Medicare and Medicaid lines rely on its built-in compliance functionality to update policy changes rapidly without disrupting operations.

Future-Proof Your Health Plan with HealthRules Payer 

Adopting a modern CAPS is no longer optional for health plans striving to: 

• Drive operational efficiency.
• Improve profit margins.
• Enhance member and provider experiences.
• Scale with agility in competitive markets.

The healthcare industry is evolving rapidly, but your technology doesn’t have to hold you back. Platforms like HealthRules Payer empower health plans to reimagine what’s possible by overcoming the challenges of legacy systems and unlocking future-ready capabilities.

By investing in a next-generation Core Administrative Processing System, you’re preparing your health plan to not just survive, but thrive in an increasingly competitive environment.

Read the brochure to discover how HealthRules Payer can improve resiliency to change, support new business models, enable integrations, and more.

As artificial intelligence (AI) rapidly transforms healthcare, many leaders are asking what it really means to go all in. For HealthEdge®, it means embedding practical, responsible, and transparent AI capabilities directly into the tools teams use every day—without compromising trust, quality, or compliance.

In a recent Q&A, Bobby Sherwood, Vice President of Product Management for the HealthEdge GuidingCare® care management solution, shared his perspective on:

-Common AI technology myths in healthcare

-What the future of automation in care management entails

-How HealthEdge is using AI to help customers unlock time savings, strengthen care coordination, and deliver more meaningful member experiences

“We’re all in. We believe AI is going to impact every corner of healthcare—and we’re embracing that head-on.”

Q: What are the biggest AI-related concerns or misconceptions you’re hearing from healthcare organizations today?

Sherwood: The two extremes I hear most often are, “AI is going to replace me” and “AI can’t be trusted.” Neither is true. We’re nowhere near a place where AI can—or should—replace everything a nurse does. But it can enhance them. Using AI to automate reviews and processes can free up teams to focus on more meaningful projects.

I often tell customers that you can use AI for what it does best and pair that with what you do best to improve how you work day-to-day and how you engage with members. That’s the real value: letting AI handle the heavily administrative and low-complexity tasks so care teams can focus on meaningful, human-centered interactions.

Security is the other big concern—and it’s valid. That’s why we spend a lot of time working with customers’ compliance, legal, and security teams to walk them through exactly how our solutions work. We’re very transparent about what we’re building and how it functions.

“That means we’re designing our tools to be transparent, traceable, and auditable from day one. Customers always have control over what’s enabled and when.”

Q: What’s different about the GuidingCare approach to AI compared to other healthcare organizations?

We’re all in. We believe AI is going to impact every corner of healthcare—and we’re embracing that head-on. We’re investing internally, hiring for the right skill sets, and accelerating our time to market. Whether it’s building solutions or forming smart partnerships, we’re prioritizing speed and adaptability. That lets us solve problems faster for our customers and helps them stay ahead, too.

Q: How does GuidingCare’s AI strategy support long-term compliance, ethical use, and internal governance?

Our team is adding AI features with future guidelines and regulations in mind. That means we’re designing our tools to be transparent, traceable, and auditable from day one. Customers always have control over what’s enabled and when. AI-generated content is clearly marked with visual cues, and nothing is auto-deployed without customer agreement. That level of openness is key to earning and keeping their trust.

We’ve also established a dedicated AI Governance Committee at HealthEdge. It includes leaders from product, engineering, compliance, and security, who are all focused on developing AI responsibly and in line with emerging frameworks, like the Cybersecurity Framework from the National Institute of Standards and Technology (NIST). It’s all about protecting our customers and their members.

Q: What questions should healthcare leaders be asking before adopting AI tools?

Start with security, compliance, and transparency—if a tool can’t pass those checks, it shouldn’t be implemented. But beyond that, leaders should ask: How does this align with our business goals? Does it actually support the people doing the work?

Take nurses, for example. The goal isn’t to replace their expertise, it’s to give them more time back—time to truly understand each patient’s unique history, needs, and circumstances. AI can help by surfacing the right information faster, reducing the time spent digging through records or typing notes during appointments. In short, it should take the technology out of the way—not get in the way—so nurses can focus on the human connection that matters most.

Q: Can you give us an example of that in action?

Our Care Management Note Summarizer for care management is a great example. It drastically cuts the time it takes for a care manager to review historical notes and prepare for a call. Instead of spending an hour digging through a record, a care manager can quickly see a high-level summary and focus on the member. That’s huge.

We’re also working with vendor partners on documentation tools that transcribe and summarize conversations in real time—so care managers can focus on listening and supporting, not typing.

[Video embed: https://learn.healthedge.com/healthedge-ai/healthedge-our-ai-vision ]

Q: Beyond care teams, how is HealthEdge thinking about AI from a member perspective?

There’s a big opportunity here, especially with younger generations. Many people don’t want to make a phone call or dig through a digital portal. We’re exploring how to make information like benefit coverage more accessible and personalized by using AI to surface the right content in the right channel at the right time.

We’ve even experimented with AI-generated podcasts from written materials—so someone could listen to smoking cessation tips in a conversational format instead of reading a PDF. It’s really about meeting members where they are.

Q: What does the future of AI look like across the broader HealthEdge ecosystem?

In addition to GuidingCare, we’re applying automation-first strategies across our operations solutions. One example is automating prior authorizations, making the workflow as seamless and accurate as claims processing. We want to reduce manual touches wherever we can and only route exceptions to staff. That means higher efficiency and faster turnaround for everyone involved.

Q: Bobby, do you have any final thoughts about developing AI tools?

We’re not building AI just for the sake of it. We’re building tools that solve real problems—tools that people can trust, that save time, and that make healthcare feel a little more human. That’s always the goal.

Learn more about HealthEdge’s enterprise approach to responsible, impactful AI. Read the data sheet.

Maintaining efficient claims processing workflows can become an overwhelming task for many health plans. Claims teams have to process every claim accurately and on time, keep up with changing rules, and meet the expectations of both providers and members.

Doing all this work with internal teams alone can leave health plans juggling multiple systems, relying on manual processes, and constantly creating new configurations. With shifting regulations and workloads piling up, it’s easy for mistakes, delays, and frustration to creep in.

The challenges only magnify for large-scale operations. Health plans that manage millions of claims each year will find that even a 1% error rate in claims processing can result in millions lost to overpayments, with added costs to correct mistakes, respond to audits, and restore the trust of members and providers.

4 Common Challenges in Claims Operations

Managing complex workflows, constant regulatory changes, and a flood of incoming claims isn’t easy. Mistakes and bottlenecks are bound to happen. Keeping everything running smoothly requires consistent attention. Here are 4 of the top claims processing challenges that can impact performance, drive up costs, and create friction across many health plans:

• Escalating administrative costs

In 2023, a report from Council for Affordable Quality Healthcare (CAQH) found that the medical industry spends $83 billion annually on administrative tasks—like verifying eligibility, coordinating benefits, submitting claims, compliance reporting, and fixing errors. These rising costs take a big toll on health plans, shrinking financial margins and funding available for member care, which can adversely affect medical loss ratio (MLR). As manual processes and inefficiencies persist, health plans face real challenges in staying compliant, adaptable, and cost-effective.

• Inaccurate payments and overpayments

Across the healthcare industry, it’s estimated that 3% to 7% of claims contain errors, though some health plans report inaccuracies exceeding 10%. In 2024, 16 federal agencies reported $162 billions in improper payments, with over $135 billion attributed to overpayments. These payment errors lead to labor-intensive audits, repeated provider outreach, and potential reputational damage.

• Keeping pace with regulatory changes

The Centers for Medicare & Medicaid Services (CMS) issues new rules and updates every year—sometimes several times a year—on both a fiscal and calendar schedule. For health plans, this means constantly adjusting to new requirements, reporting changes, and payment system updates. These ongoing changes add additional complexity to claims processes and stretch internal teams as they try to interpret, implement, and keep pace with each update. It’s easy to fall behind, and even a small oversight can disrupt daily operations or risk compliance. As the pace of regulatory changes picks up and expectations grow, maintaining compliance becomes a constant, high-stakes challenge for health plans.

• Resource strain and workforce fatigue

With medical costs projected to rise by 8% year-over-year, health plan teams are under growing pressure to manage expenses while also responding to escalating demands from members, providers, and other key stakeholders. At the same time, healthcare staff face widespread burnout and fatigue, driven by high work intensity and long hours. As requirements multiply and resources remain limited, the risk of missed deadlines, errors in compliance, and staff turnover grows. These intertwined challenges make it increasingly difficult for health plans to keep teams effective while adapting to an environment defined by relentless change and rising expectations.

Simplify Claims Processing with HealthEdge Source™ Professional Services

HealthEdge Source Professional Services make it easier for payers to manage the increasing demands on internal teams and digital solutions. The HealthEdge Source Professional Services team works directly with health plan users to address specific organizational challenges—whether it’s managing heavier workloads, navigating complex regulations, or supporting overwhelmed teams.

At HealthEdge®, we don’t just implement the technology and walk away. We provide hands-on support and practical solutions to alleviate pressure where it’s needed most. Our goal is to simplify daily tasks, help maintain compliance, and give your team time to focus on meaningful work instead of small, repetitive tasks. With Professional Services, health plans receive expert support so they can adapt and move forward, even with ever-growing demands.

Claims Solution Implementation & Configuration

Every health plan has its own way of working, so our team meets payers where they are. We start by reviewing workflows, identifying how existing systems connect, and outlining a plan that fits specific organizational goals. Working side by side with the health plan team, we customize system settings, business rules, and workflows to fit each team’s needs. This hands-on, data-informed process ensures the final setup aligns with a health plan’s operational goals and regulatory standards.

In addition, our team sets up automated processes that take care of repetitive tasks like claims validation and contract updates. With this approach, health plans have seen up to 50% faster configuration times and as much as a 90% reduction in managed configuration. Our goal is to get claims teams up and running with fewer disruptions to increase benefits from smoother processes, fewer errors, and more time for high-value work from day one.

Providing Ongoing Support

Support doesn’t stop at launch. We provide regular system updates and monitor performance to keep systems running smoothly. Our team works alongside payers to adjust workflows and settings as regulations and business needs shift. With proactive steps like quarterly regulatory briefings and hands-on training for new rules, we have seen up to 30% faster turnaround time for updates and adoption of changes.

Frequent check-ins and direct user access to our technical experts mean issues get caught early and audit findings are kept to a minimum, so operations stay on track. This ongoing support helps health plans respond quickly to industry changes, maintain compliance, and ensure consistent day-to-day performance.

Enhancing Payment Integrity

We use advanced analytics and data studies to help health plans identify the root causes of payment errors, like inconsistent contract terms or misapplied policy rules. By analyzing claim patterns and operational data, we create targeted edits and corrective actions to fix these recurring issues. Health plans we’ve worked with have seen up to 50% faster savings realization from edits compared to traditional methods.

We work closely with health plans to validate improvements and monitor results, making sure payment accuracy is achieved and maintained over time. By creating a feedback loop between analytics, operations, and system configurations, we help payers improve financial performance, maintain compliance, and adapt to industry changes.

How A Regional Health Plan Streamlined Maintenance & Helped Ensure Claims Accuracy

One large regional health plan, supporting commercial, Medicaid, and Medicare members, ran into daily problems with contract consistency and managing the volume of contract updates. Duplicate records and missing information kept popping up as they tried to keep everything current across their systems. Plus, the constant flow of policy updates meant their teams were always working to avoid falling behind on compliance.

HealthEdge Source stepped in with a hands-on support model designed to address these ongoing issues. Our subject matter experts worked closely with the plan to streamline contract maintenance and ensure accuracy. We provided dedicated support through bi-weekly release note walkthroughs, summary matrices, and actionable recommendations, making it easier for the plan to adapt to regulatory changes and integrate updates efficiently. A dedicated support analyst was assigned to guide the team through new requirements and enhance readiness for upcoming changes, allowing the plan to focus on strategic priorities.

As a result of partnering with HealthEdge Source, the health plan was able to:

• Eliminate duplicate contract records and improve overall reliability
• Realize significant reduction in manual contract maintenance efforts through consistent, expert-led support
• Maintain compliance with evolving regulations
• Improve workflow efficiency, freeing up staff to focus on advancing core objectives
• Strengthen operational readiness to respond quickly without disrupting daily operations

What’s Ahead for Payment Integrity?

Health plans deal with complex challenges every day—handling them alone often leads to more risk and higher costs. The HealthEdge Source team offers the expertise and support health plans need to keep operations accurate, accountable, and efficient.

Set your organization up to handle whatever comes next with confidence. Check out our resources to learn more about Professional Services offerings from HealthEdge Source.

For many payers, maintaining accurate provider information is complicated. Managing disparate data sources, analyzing information, and reviewing existing records can feel like trying to solve a puzzle with mismatched pieces.

But establishing and maintaining updated provider information is key to essential health plan operations. An accurate database ensures claims are paid correctly and on time, helps members access timely care, and enables regulatory compliance for health plans.

Adopting next-generation Provider Data Management tools can make it easier for health plans to streamline data management workflows, improve outcomes, and foster stronger relationships with providers and members.

The Pitfalls of Outdated Provider Data Management

Healthcare payers spend an estimated $2.1 billion every year to maintain provider information—and yet, almost half of Medicaid Advantage online provider directories had at least one inaccuracy.

Legacy solutions and outdated workflows can cause unnecessary challenges for payers. Common practices like using disjointed digital solutions and reliance on manual updates can lead to:

• Administrative friction caused by duplicate or outdated records
• Higher operating costs from addressing claim errors
• Member and provider dissatisfaction due to unreliable directories and claims processing delays
• Missed opportunities for payers to improve care coordination and delivery

With healthcare payers spending billions annually on maintaining provider directories, the need for streamlined, accurate, and scalable solutions is urgent.

3 Ways to Enhance Provider Relationships with Advanced Data Management

Strong partnerships between health plans and providers drive better member outcomes and operational success. Leveraging a modern Provider Data Management solution empowers health plans to strengthen these vital relationships.

1. Maintain Accurate Information About Your Provider Networks

Providers expect health plans to maintain accurate databases. Advanced Provider Data Management solutions facilitate data accuracy by:

• Reducing duplicate records and incorrect data entries
• Enabling stronger compliance with healthcare mandates like the No Surprises Act and interoperability regulations
• Improving navigation for members, increasing trust and reducing provider abrasion

2. Streamline Administrative Processes 

Administrative waste can strain provider relationships, especially when inefficiencies impact finances. Provider Data Management tools help eliminate errors and expedite workflows, saving valuable time for healthcare administrators and providers.

• Reduce manual reconciliation with intelligent data mastering features
• Automate provider terminations or reinstatements, ensuring no outdated or orphaned data in the system
• Free up resources by removing repetitive manual tasks, allowing employees to focus on high-value priorities

One case study, featuring the Public Employees Health Program (PEHP), highlighted how the HealthEdge® Provider Data Management solution helped eliminate the manual review workload of five full-time employees. This allowed PEHP to reallocate their valuable time to higher-value and higher-impact tasks.

3. Enhancing Provider Trust and Transparency 

Provider relationships thrive on transparency. Provider Data Management systems empower health plans to:

• Leverage accurate, real-time data for provider directories that improve member access to timely care.
• Streamline claims processes, bolstering trust between payers and providers by reducing payment delays and inaccuracies.

Broader Business Benefits of Optimized Provider Data Management 

Beyond enhancing provider relationships, next-generation Provider Data Management solutions offer business-wide advantages in today’s digital-first era.

Greater Operational Efficiency: Centralized and automated data ingestion, review, and editing processes reduce the reliance on manual review, which can be slower and more error prone. Advanced matching algorithms within Provider Data Management solutions reduce the risk of errors, deliver faster updates, and work within an integrated digital ecosystem, leading to leaner operations and reduced costs.

Improved Member Outcomes: If health plans don’t provide accurate provider directories, it’s that much harder for members to access timely and in-network care. Ensuring online provider directories are up to date can help members get the right care in less time—and without the frustration of unexpected out-of-network bills.

Future-proofing Against Regulatory Change: Healthcare regulations are continuously evolving, and compliance is non-negotiable for payers who want to avoid hefty fines. Advanced Provider Data Management platforms are tailored for regulatory adaptability, helping ensure health plans stay prepared for what’s next.

What Makes a Next-Generation Provider Data Management Tool?

Modern Provider Data Management platforms are built for efficiency and scalability. These advanced platforms combine innovative automation capabilities and seamless data integration to create a single source of truth. They address the most pressing challenges with features designed for health plans operating in a highly competitive and regulated industry.

What features matter most when your health plan is assessing Provider Data Management solutions?

1. Data Automation: Pre-built and customizable “match and merge” rules reduce manual data entry and reduces update time.
2. Real-Time Updates: Event-based APIs notify users of provider status changes to help ensure data is accurate and consistently updated.
3. Native Quality Checks: Built-in data validation ensures reliability across your entire ecosystem. The HealthEdge® Provider Data Management solution includes more than 300 built-in data quality checks.
4. Cloud-Native Scalability: SaaS architecture enables your health plan to meet the needs of growing provider networks and member populations.

Preparing for the Future with Provider Data Management

Healthcare is rapidly evolving, and staying competitive means adopting innovative, scalable solutions like next-generation Provider Data Management tools. By streamlining operations, enhancing provider relationships, and prioritizing compliance, health plans can build a future-ready foundation.

Learn more about how the HealthEdge Provider Data Management platform is leading the way in ensuring provider data integrity. Read the data sheet.

In today’s evolving healthcare landscape, understanding what members want and need is more important than ever. To uncover those insights, HealthEdge conducted its 2025 Healthcare Consumer Study, collecting feedback from more than 4,500 healthcare consumers nationwide.

This summary focuses on a crucial subset of that group: the 2,210 respondents enrolled in Medicare, Medicaid, or those who are Dual Eligible. These populations face more complex health challenges and greater systemic barriers, making their experiences critical for health plans aiming to improve satisfaction, loyalty, and retention.

Why Being a Partner in Care Matters for Health Plans

Health plans that go beyond paying claims and act as partners in care to their members are rewarded with stronger member relationships.

Survey data shows that:

• 60% of Dual Eligible,
• 54% of Medicaid, and
• 53% of Medicare members already see their plan as a care partner, not just a payer.

This shift delivers measurable business benefits:

• 52% of partner-oriented members say they’re unlikely to switch plans (vs. 40% of payer-oriented members).
• 75% would recommend their plan to others (vs. 58%).

4 Common Member Pain Points and Barriers to Care

Despite growing digital engagement, members still face persistent challenges with cost and access to care. 

• High Costs – 17% of Medicare and Medicare Advantage members cite insurance premiums and out-of-pocket costs as a primary concern.
• Limited provider choice – 15% of Medicaid and 13% of Dual Eligible members are frustrated by narrow provider networks, which can make it harder to access timely care.
• Surprise billing – Unexpected medical bills are a significant issue for 31% of Medicaid members, leading to confusion and financial stress.
• Access delays – 43% of Medicaid members say they “never” or only “sometimes” receive timely healthcare, compared to 31% of the general member population, putting them at greater risk of complications later in life.

What Members Want Most from their Health Plan Experience

When asked which innovations would most improve their experience, members ranked the following offerings as their top choices:

• 24/7 access to knowledgeable support reps
• Greater focus on preventive care and wellness
• Proactive, transparent communication about available resources

Digital tools and AI-driven solutions play a growing role in meeting member expectations for more accessible and personalized healthcare conversations.

Mobile app usage is rising across member populations: 81% of Medicaid, 77% of Dual Eligible, and 68% of Medicare members say they already use or are open to using mobile apps for managing benefits and care. While AI adoption is still emerging among these populations (25% Medicaid, 21% Duals, 16% Medicare), members show strong interest in AI-powered assistants that offer tailored support and insights.

Better Serve High-Risk Members with AI-Powered Insights

To better serve and retain Medicare, Medicaid, and Dual Eligible members, health plans must shift from being seen as just a payer of claims to a true partner in care. Health plans that deliver personalized support, clear communication, and timely access to care earn more trust and loyalty.

By combining integrated data, AI-driven insights, and a human-centered approach, health plans can improve care coordination and scale outreach that drives member satisfaction and long-term retention. This is not just a member experience strategy; it’s a growth strategy.

To explore the full findings and actionable insights from the 2025 HealthEdge Consumer Study, watch an on-demand recording of the Association of Community Affiliated Plans (ACAP) webinar, From Payers of Claims to Partners in Care.

Discover how the HealthEdge® Customer Operations team makes it easier for HealthRules® Payer customers to meet their business goals.

Health plans across the U.S. depend on the HealthEdge HealthRules® Payer solution every day for streamlined and integrated core administrative processing. The HealthEdge Customer Operations team is focused on ensuring the platform runs as seamlessly as possible, so our customers can worry less about accessing the tools they need and spend more time serving their members.

How the HealthEdge Customer Operations Team Supports Health Plans

Internally, HealthEdge teams make a commitment to being “customer obsessed,” and team members consistently strive to learn more about our customers—from the ways they work to their key operational goals—to provide a personalized experience.

As part of our commitment to customer excellence, our team leaders work to humanize the healthcare technology experience for our end users. We go beyond solving technical problems to make sure that key functions happen seamlessly—like eligibility files going through correctly so that a mother can get the medication for her sick child, or a grandmother can get the medical procedure she needs to experience the joys of playing with her grandchild.

These scenarios remind the HealthRules Payer Customer Operations team members of their purpose: to improve platform quality and access for our customers so their teams can do what is best for their members.

“Our team’s deep industry knowledge allowed us to make informed decisions with confidence, while HealthEdge experts guided us through configurations, troubleshooting, and ongoing refinements.”

-Chief of Staff to the CTO, Health Plan

Our 4-Prong Approach to Customer Operations

The Customer Operations team is comprised of four different groups that work cohesively together to ensure customers have the best possible experience:

1. The Infrastructure Operations team ensures the company’s private cloud, networks, and operational spaces are secure and available.
2. The Technical Support Services team manages the response to all inbound customer product inquiries and support tickets by coordinating with customers and product team members to facilitate fast responses and resolutions to any issues that may arise.
3. The Customer Success team is ultimately responsible for understanding the current and future needs of HealthRules Payer customers and prioritizing the work for the rest of the organization. They are the customer “captains” who understand each customer end-to-end from an operations perspective.
4. The Business Intelligence team works with the data to allow the rest of the team and customers to gain actionable insights so they can proactively address opportunities for improvement.

Although much of this work sounds technical, the “north star” for this group of hard-working, seasoned professionals is all about helping HealthEdge customers give their members access to the healthcare benefits and services they need when they need them.

“Overall, the migrations away from our legacy system to HealthRules Payer went very well. As with any large project, there is an initial learning and adjustment period, but the HealthEdge team of experts was with us every step of the way.”

-VP of Claims Operations, Health Plan

The Future of Customer Operations

As the HealthEdge customer community continues to expand, the Customer Operations leadership team is looking to improve our team’s own experiences. By establishing more standardized processes and proactively addressing the demand for unplanned work items, they are giving employees more time to discover innovative ways to support the growing customer base – all for the betterment of HealthEdge customers.

In addition, the team is working toward more standardized processes and a more integrated experience for customers of multiple HealthEdge solutions, including HealthEdge Source™ for payment integrity, HealthEdge® Provider Data Management for managing provider networks, GuidingCare® for care management, and Wellframe™ for digital member engagement. As more integration points across these solutions become available, customers will have a more seamless experience working with HealthEdge.

“I was extremely impressed with the HealthEdge team’s depth of knowledge and blown away with the ideas that they already had in preliminary meetings”

-Director, Eligibility and Operational Support, Shared Services Organization

Finally, as the organization encourages and enables health plans to become digital payers, HealthEdge is adopting more digital-centric capabilities that automate manual tasks and improve productivity. Modern technologies that proactively monitor and adjust server capacity are also being implemented to benefit team members and customers alike.

The HealthEdge Customer Operations team is more than just a group of engineers and technical resources who support clients. They are members of a dedicated group focused on making a difference in people’s lives by enabling high-quality healthcare at the right time and the right place.

To learn more about optimizing your experience using HealthRules Payer, visit our data sheet: Optimization Assessment for HealthRules Payer Customers.