Community Health Plan of Washington (CHPW) is a not-for-profit organization founded in 1992 by a group Seattle community health centers. CHPW provides affordable comprehensive health coverage to more than 315,000 individuals and families throughout the state.
The network and its three web properties also serve more than 2,500 primary care providers, 14,000 contracted medical specialists, 100 hospitals, and 19 community health centers that operate more than 130 clinic sites.
That’s a lot of moving parts.
Working with healthcare consultant Dennis Cannelis in the fall of 2012, CHPW requisitioned bids from vendors to overhaul their web properties. “We had outdated websites,” says CHPW Vice President of Sales and Marketing Robert Bray. “We felt the need that we needed to transform, move forward, and modernize our websites.”
General UI’s (GenUI) proposal won the bid and in September of 2013 the new sites, complete with an improved content management system (CMS) and optimized search functions, were launched.
“At the core we helped set up a CMS as well as everything that that CMS pushes to needed to be responsive,” says Mike Strand, GenUI program lead. “We also set up a search solution for them so that users could efficiently find providers close to them and etcetera.”
A major need was responsive web design, says Bray. Since CHPW caters primarily to Medicaid recipients, a vast majority of members access the site from mobile devices. The sites also need to adhere to Health Insurance Portability and Accountability Act (HIPAA) requirements, Section 508 standards, and certain National Committee for Quality Assurance (NCQA) requirements, including a third-party focus group usability analysis every two years.
“We got very good results. That’s a third-party confirmation, validation about our website.” Robert Bray, Vice President of Sales and Marketing, Community Health Plan of Washington
GenUI now provides ongoing support to CHPW. To ensure data accuracy between tens of thousands of sources, everyday GenUI receives a set of flat files that comprise CHPW’s provider list. Keeping information updated both via the improved CMS and provider database has reduced calls to customer support and eased the end-user experience. Other efforts focus on continued site improvements, adherence to federal and state requirements, and server uptime monitoring with New Relic.
“They’ve helped us to reduce those kind of pain points through our collaboration,” says Bray. “One in particular when we engaged them last year. We had this last-minute request that we had to modify our provider search tool. We had 60 days to get it done. We couldn’t do it internally so we turned to them. They were able to overcome that for us and alleviate that issue. They were able to deliver it accurately and on time.”
- Map-based search function utilizes PHP, SQL, and CoffeeScript
- Mobile-first, responsive web development and support
- HIPAA, Section 508, and NCQA compliance
- Server uptime monitoring with New Relic
- Ongoing program support
About Community Health Plan of Washington
Founded in 1992 by a network of community and migrant health centers in Washington State, Community Health Plan of Washington is a community-governed, not-for-profit health plan. The mission of CHPW is to deliver accessible managed care services that meet the needs and improve the health of Washington communities and to make managed care participation beneficial for community-responsive providers. CHPW serves approximately 265,000 members through Medicaid and Medicare programs across the State. Its parent, CHNW, serves nearly one million individuals across Washington through 161 sites.
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