Member Portal Transformation: Elevance Case Study | SproutVest
At a glance
Client: Elevance Health (formerly Anthem)
Sourced through: Toptal
Industry: Life Sciences & Healthcare
Engagement: 24 months
Services: Digital Transformation, Data Analytics Consulting, Agile Product Management
Headline result: Digital adoption up 10%, CSAT up 7%, call volume down 6% across a portal serving 34M+ members
Context
Elevance Health, the Fortune 50 healthcare payer formerly known as Anthem, serves more than 34 million members through a digital ecosystem centered on its member portal. The portal is where members log in, find providers, and manage their care, and when it underperforms the cost shows up directly as call center volume. Elevance engaged SproutVest to improve the portal’s two weakest points, authentication performance and provider data accuracy, and to raise digital adoption across the member base.
The challenge
Members were experiencing inconsistent login and session performance, which eroded trust in the portal before they reached any feature inside it. Provider search had a different problem: the underlying provider data needed extensive validation before members could reliably find and connect with the right healthcare providers. Neither problem could be fixed by one team. The work ran through the Service Oriented Architecture (SOA) integration team plus multiple onshore and offshore development teams, inside an enterprise structure where gathering requirements and driving decisions takes sustained stakeholder management.
What we did
SproutVest started with a root-cause analysis of the authentication flow, tracing where login and session bottlenecks actually occurred rather than where they were assumed to be, then drove the performance fixes through the responsible engineering teams. On the data side, we led the Provider Finder scrum team through a sustained data quality initiative, improving both the accuracy and the speed of provider search results.
Holding the delivery system together was the third piece of the work. We managed technical alignment between the SOA team and the onshore and offshore engineering partners, and introduced agile sprint cycles and reporting standards that gave the whole program a common cadence and visible progress.
Results
Over 24 months the portal became measurably faster, more accurate, and more used. Members logged in more reliably, found providers they could trust, and self-served instead of calling:
- Digital adoption up 10% across the member base
- Member satisfaction (CSAT) up 7%
- Call center volume down 6%
- 34M+ members served by the improved portal
The work above starts with an honest read of the leadership behind it
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