Case Study: Priority Health achieves accurate, convenient Medicaid transportation and improved customer satisfaction with Hyland's OnBase

OnBase ensures accurate, convenient Medicaid transportation and customer satisfaction

Priority Health, a 1,000-employee health payer in Grand Rapids, MI, provides Medicaid non-emergency transportation but struggled with a rigid custom Oracle database that made scheduling rides with vendors, members and providers difficult and error-prone. The organization needed a more flexible, accurate and convenient way to coordinate multiple rides and vendors while ensuring members reliably made medical appointments.

Priority Health automated the entire transportation workflow with OnBase, centralizing member, provider and vendor information (searchable by Medicaid ID) and automating notifications and updates to all parties. The solution reduced manual steps, cut scheduling errors, saved employee time by consolidating information in one view, and improved customer service by ensuring timely, reliable transportation coordination.

Priority Health

Matt McLaughlin

Supervisor, OnBase Development Team