Healthcare Communications & Notification Modernization

A healthcare organization sought to modernize its beneficiary notification platform by automating patient communications across digital and physical delivery channels. The initiative focused on improving notification reliability, reducing manual processes, and strengthening compliance tracking through a centralized communication platform.

Technology: Databricks, Customer.io, PostGrid, API Integration, Workflow Automation

Scope: Healthcare Communications Modernization & Automation

The Challenge

The client’s existing beneficiary notification process relied heavily on manual outreach and Excel-based compliance tracking, creating operational inefficiencies and limiting visibility into communication delivery.

The organization needed a more reliable, automated approach to managing patient notifications across multiple channels. This included ensuring critical communications could transition from email to physical mail when digital delivery was unsuccessful, while supporting different notification requirements across federal healthcare programs.

The solution also needed to reduce manual intervention, improve compliance tracking, and provide a scalable framework for managing growing communication volumes.

The Solution

York Solutions partnered with the client to design and implement an automated, Databricks-native communication orchestration platform integrating Customer.io and PostGrid into a unified notification workflow.

The solution introduced automated eligibility processing for the MSSP and ACO REACH federal programs, configurable notification templates, and an audit-ready communication log to support CMS compliance requirements.

York developed an API orchestration layer connecting patient eligibility data to digital and physical communication channels, enabling automated email-to-letter failover when digital delivery was unsuccessful.

The platform also incorporated configurable template selection based on regulatory program requirements, notification sequences, ACO affiliations, and provider practice variations. Automated business rules replaced manual routing processes, while historical Excel tracking data was migrated into the new system.

To validate accuracy and reliability, the platform was tested against approximately 161,000 CMS patient records. The results matched the client’s independent quality assurance checks, confirming the solution’s accuracy at production scale.

The Results & Impact

The engagement delivered a scalable, automated communications platform that improved notification reliability, strengthened compliance tracking, and reduced manual processing across healthcare communication workflows.

• Reliable Multi-Channel Communications: Implemented automated failover between email and physical mail to support consistent delivery of critical patient notifications.
• Improved Notification Reliability: Established automated workflows to continue patient outreach when digital communication attempts were unsuccessful.
• Streamlined Communication Management: Centralized notification orchestration and standardized templates across multiple federal healthcare programs.
• Reduced Manual Processing: Automated communication routing, template selection, and workflow execution to minimize administrative effort.
• Strengthened Compliance & Audit Readiness: Established an immutable communication log to improve traceability and support CMS audit requirements.
• Validated Accuracy at Scale: Successfully tested the platform against approximately 161,000 patient records, with outputs matching the client’s independent quality assurance results.

By modernizing the client’s healthcare communication infrastructure, York Solutions established a more reliable, efficient, and scalable notification process, helping the organization strengthen compliance capabilities while improving the consistency of patient communications.