BlueCross BlueShield of North Carolina maximizes business continuity uptime with TelAlert

State-wide insurer finds that keeping systems up and running smoothly helps ease the pain of meeting stringent regulatory guidelines.

Insurers are responsible for mountains of confidential data

Insurance companies are charged with managing immense amounts of patient information and providing relevant information to healthcare providers around the nation. These organizations are also subject to all manner of regulations, including the Health Insurance Portability and Accountability Act (HIPAA) of 1996 and the new Patient Protection and Affordable Care Act, and face stiff penalties if information is not managed properly. As a result, BlueCross BlueShield of North Carolina (BCBSNC) must work hard to keep data systems operating smoothly at all times.

The Problem: Keeping systems up and running

To ensure prompt delivery and communication of all that information, systems must be fully operational at all times. In the past, when IT systems experienced problems, BCBSNC managers manually contacted technical staff, using contact lists and written work schedules to find someone who was both available and qualified to handle a specific situation. This process was time-consuming, inefficient, and resulted in delays and miscommunication, which could affect the insurance company’s ability to adhere to strict government regulations.

The Solution: TelAlert

With TelAlert the process of finding and alerting a technician has become a simple, automated process. Since deploying TelAlert, more than 100,000 warning messages have been successfully delivered—messages that help BCBSNC administrators to correct potential problems before system failures occur.

TelAlert allows managers to contact multiple communication devices for each of their staff—like email, pager and mobile phone—plus keep track of individual staff schedules. When an incident occurs, TelAlert notifies the appropriate available staff member and escalates the issue to other team members if a response is not received or the problem is not resolved quickly. This helps the BCBSNC IT team to maximize system uptime, eliminate costly delays, improve MTTR (mean time to repair) and meet stringent SLAs (service level agreements). “