Skip to main content

Driving Innovation and Customer-Centricity: Transforming HealthEdge Professional Services

In the fast-paced landscape of the healthcare industry, adaptation and innovation are key to success. At HealthEdge®Professional Services, this philosophy is not just a motto but a driving force behind the transformative efforts led by the Transformation Management Office. This office, spearheaded by professionals who have transitioned from service delivery teams, is dedicated to reshaping the way solutions and services are brought to market, driven by customer demands and operational challenges. Let’s delve into the journey of this evolution and the remarkable strides being made towards enhancing customer and employee experiences.

Empowering Change through Cross-Functional Synergy

For the HealthEdge Transformation Management Office, the primary objective is clear: to identify market needs, customer requests, and operational inefficiencies, and then design strategic solutions that drive growth and improvement. This involves the convergence of cross-functional teams, uniting departments that may have operated in silos in the past. An inspiring example of this approach is the Care-Payer initiative. This groundbreaking endeavor brings together claims processing and care management under the unified umbrella of One HealthEdge. It’s not just about technical integration; it’s about harmonizing product teams, consulting teams, and technical experts from different entities that were once separate.

The result? A more streamlined deployment process, enhanced training materials, and a simplified approach to understanding and mapping product hierarchies. This approach exemplifies how different components, once disjointed, can come together as a unified force to deliver a seamless experience. The key takeaway here is that while challenges exist, strategic collaboration can bridge gaps and pave the way for innovation.

Innovating for Customer-Centric Solutions

The commitment to innovation is not limited to internal processes. HealthEdge Professional Services is consistently expanding its range of offerings to cater to customer needs more comprehensively. An outstanding example of this is the EDGEcelerate™ solution that was launched earlier this year. Originally introduced to support health plans who use HealthRules® Payer, EDGEcelerate has since evolved to embrace GuidingCare® customers and more, exemplifying the adaptability and customer-centric mindset of the organization.

EDGEcelerate revolves around a master umbrella Statement of Work (MSOW) that provides a holistic view of services and features available to clients. This modular approach allows customers to choose and execute services as needed, providing flexibility and scalability. This approach is not about imposing predefined services; it’s about tailoring solutions to meet the unique needs and growth trajectories of each client. The underlying principle is clear: customers are not just clients; they are partners in growth and innovation.

Digital Transformation for Enhanced Visibility

Enhancing customer experience goes hand in hand with providing better tools for both customers and internal teams. HealthEdge Professional Services is harnessing the power of digital tools to elevate project management and visibility. The organization is piloting new tools that provide real-time insights into project progress, helping to identify deviations from the course and making timely adjustments. This is not just about keeping projects on track; it’s about facilitating transparent communication and informed decision-making.

From a governance perspective, the introduction of dashboards and stoplight indicators ensures that all stakeholders have a clear understanding of project health. This level of transparency extends to executive leadership teams, ensuring that they are well-informed and equipped to provide the necessary support. The goal is not just project success; it’s a collaborative effort to achieve excellence at every step.

A Powerful Partner in Digital Transformation

HealthEdge Professional Services’ journey is an inspiring tale of transformation fueled by collaboration, customer-centricity, and innovation. By embracing cross-functional cooperation, adapting offerings to customer needs, and leveraging digital tools, the organization is not only enhancing customer experiences but also fostering a culture of continuous improvement.

As the healthcare landscape continues to evolve, HealthEdge stands as a beacon of change, demonstrating that by aligning efforts and embracing change, remarkable accomplishments are achievable. The future promises more growth, more collaboration, and more innovation, as HealthEdge Professional Services continues to shape the healthcare landscape with a customer-centric mindset and a commitment to excellence.

To learn more about how HealthEdge Professional Services can lead your organization through a digital transformative change, visit