Case Study: U.S.-based Healthcare Insurance Provider eliminates patient eligibility bottleneck and ensures SLA compliance with NETSCOUT nGeniusONE

nGeniusONE Ending the Patient Eligibility Inquiry Bottleneck

A century-old U.S. healthcare insurer serving millions of members faced critical network slowdowns that were delaying 270/271 patient eligibility inquiries, preventing providers from quickly confirming coverage and exposing the company to SLA violations and penalties. IT struggled to find the root cause amid fragmented logs, which slowed mean time to repair and risked patient care.

Working with NETSCOUT, the insurer deployed nGeniusONE with Adaptive Service Intelligence and InfiniStream appliances to gain end-to-end traffic visibility across data centers and colocation sites. The tools pinpointed a bandwidth-impacting connection between clustered firewalls; after reconfiguration inquiry delays were resolved, war-room finger-pointing ended, MTTR improved, SLAs were preserved, and the organization expanded nGeniusONE use to unified communications and Exchange services.