Case Study: AdvantageCare Physicians reduces IT help desk volume with Experian Health's Precise ID

AdvantageCare Physicians - Customer Case Study

AdvantageCare Physicians, a large New York healthcare provider with more than 260,000 active MyChart patients, wanted to improve access to its patient self-service portal while protecting patient data. The organization needed a stronger identity proofing process to verify patients securely and reduce issues such as login problems, duplicate records, and IT help desk calls. Experian Health provided the vendor solution, using Precise ID for healthcare portals.

Experian Health implemented Precise ID to combine identity proofing, risk-based authentication, and knowledge-based questions to verify patients during enrollment. The results were significant: AdvantageCare Physicians reduced overall IT help desk volume by 25%, cut password-reset-related calls by 75%, and decreased the time staff spent validating patient IDs by 80%. The solution also helped generate a universal patient identifier for matching patients with other organizations.

AdvantageCare Physicians

Kevin Romero

Director of Clinical Systems