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CO-WRITTEN / PARTNER | Staff Reporter, Singapore

ExtraHop helps MediLink improve IT health for insurers, facilities, and providers

Critical healthcare IT systems in Asia Pacific utilise ExtraHop real-time insights.

ExtraHop, the leader in real-time IT analytics, announced that MediLink Network, a leading technology solutions provider to the healthcare industry, is using the ExtraHop platform to support efficient, accessible, and affordable healthcare in the Asia Pacific region. With ExtraHop, MediLink has real-time insight across their most critical systems, enabling them to monitor user experience and ensure quality, security, and service-level agreement (SLA) performance for the health insurers, providers, and patients they support.

MediLink provides comprehensive services ranging from member enrollment, transaction authorization, claim adjudication, and fraud monitoring. For one of its clients -- the Philippines' leading HMO -- MediLink piloted ExtraHop to ensure the performance and security of its complex operation, which processes more than one hundred million transactions daily related to the authorization of care for patients and payment to providers. Those transactions must happen seamlessly in order to support patient care and experience.

"Our first priority is customer care and experience, and that means more than just the quality of care a patient receives in a hospital," says Esther Go, President and CEO of MediLink Network, Inc. "Every interaction they have with us – whether a pre-authorization for hospitalization, an inquiry about benefits, or a referral to a specialist – should be seamless. There's just no substitute for the quality and speed to insight that ExtraHop provides."

With the ExtraHop platform, MediLink--for the first time ever--has access to real-time insight across all of their most critical systems. With this insight, they've supported and improved critical IT, security, and business initiatives, including:

Streamlining and improving compliance with complex industry information security and quality standards.
Improving incident response SLAs by using real-time reporting and data visualization to quickly hone in on errors and response time deviations.
Improving customer service within the call center with persistent visibility into VoIP quality.
Greater workflow efficiency enabled by performance benchmarking and monitoring of critical clinical and patient-facing applications.

"MediLink is a pioneer in demonstrating how technology can greatly improve patient experience," said Raja Mukerji, co-founder and Chief Customer Officer at ExtraHop. "The ExtraHop platform proactively alerts the management team of service degradations and allows them to investigate and quickly address those issues before customers and patients are impacted."

To learn more about how MediLink uses the ExtraHop platform, read the case study. To experience the power of the ExtraHop platform, explore the interactive online demo.

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