HMS Helps US Healthcare System Operate more Efficiently with Automated Identity and Access Management

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1 CUSTOMER SUCCESS STORY MAY 2014 HMS Helps US Healthcare System Operate more Efficiently with Automated Identity Access Management CLIENT PROFILE Industry: Healthcare Company: HMS Employees: 2,000-plus Revenues: $364 million BUSINESS HMS provides informationbased products services enabling healthcare providers to minimize erroneous payments. Operating across 40 states, HMS helped 700 hospitals recover $2 billion in CHALLENGE Lorem ipsum Healthcare information dolor sit amet, is accessed viaadipiscing a portal which In id enim must be secure diam.tomauris comply with industry augue regulations. at Manual identity access Aliquam erat volutpat. management processes Donec amaintaining meant ligula metus. security Maecenas compliance lobortis, wasdui timea consuming costly. SOLUTION Lorempartnered HMS ipsum dolor withsit amet, Technologies adipiscing to develop ainphased id enimstrategic diam. Mauris Identity Accessaugue Management at plan, leveraging Aliquam Identity eratmanager, volutpat. Donec Single a ligula Sign-On metus. Maecenas Identitylobortis, Governance. dui a BENEFIT Loremhas HMS ipsum beendolor able sit to amet, signifi cantly adipiscing reduce costs In id enim while increasing diam. security. Mauris It has also been augue able at to improve customer service Aliquam by providing eratmore volutpat. rapid Donec atoligula access mission-critical metus. Maecenas systems, lobortis, simplify dui a compliance auditing.

2 2 CUSTOMER SUCCESS STORY: HMS MAY 2012 Business Making the healthcare system work better for everyone Healthcare Management Systems (HMS) provides state-of-the-art information management processing solutions that enable government commercial healthcare programs to contain costs. The company is headquartered in New York with its Operations Center in Irving, Texas, a number of satellite offices throughout the US. HMS has more than 2,000 employees. HMS s products services connect healthcare payers with hospitals physicians to make the healthcare system work better for everyone. At least 700 community hospitals nationwide use HMS solutions to improve clinical financial processes. As a result of this coordination, HMS helped clients recover over $2 billion in 2011, save nearly $7 billion more through the prevention of erroneous payments. Challenge Safeguarding security with time-consuming manual processes We relied on disparate spreadsheets log files to gather audit information. Scott Pettigrew CSO, HMS HMS s primary revenue-generating system is a homegrown online portal via which healthcare professionals hospital administrators can access information, such as Medicare claims physicians reports. Visibility of this data helps healthcare providers ensure that medical procedures have been followed that billing is correct. Scott Pettigrew, CSO, from HMS comments, Our main system has around 13,000 users from across the US, including HMS employees, temporary staff healthcare professionals. As our customers pay to access the information within the portal, it must be highly available, easy to use very secure. The nature of the information means that HMS s system must conform with various healthcare industry regulations legislation, such as the Sarbanes Oxley Act (SOX), Health Insurance Portability Accountability Act (HIPAA), Health Information Technology for Economic Clinical Health (HITECH), Statement on Stards for Attestation Engagements (SSAE16, formerly SAS70). To meet the requirements of type one type two SSAE 16 audits, comply with regulations, we need to be able to prove we have security controls in place provide historical data around system usage, explains Pettigrew. HMS was using an internally developed application based on the Lotus Notes Domino platform for identity management. However, routine processes, such as user provisioning, de-provisioning password resets had to be administered manually. Scott Pettigrew adds, We relied on disparate spreadsheets log files to gather audit information which was very difficult to manage for auditing purposes. There was not a central source of this information.

3 3 CUSTOMER SUCCESS STORY: HMS MAY 2012 With more than 500 temporary employees working on Medicare claims verifications, provisioning processes were particularly time-consuming. Due to regulatory security requirements, each account was automatically disabled every 30 days, which meant the help desk team spent much of their time reissuing access rights to temporary staff. Solution Automated provisioning self-service account management To streamline identity access management processes while safeguarding security, HMS turned to Technologies. Following completion of the firm s IAM5TM Envisioning Workshop, HMS were able to deploy a new centralized platform founded on: Identity Manager Single Sign-On Identity Governance (formerly known as Role & Compliance Manager). The project started in January 2010 with the integration of Identity Manager with HMS s human resources systems, which facilitated the automated creation deletion of accounts for all staff members. Nearly 500 accounts are automatically provisioned de-provisioned every month, which significantly reduces the administrative burden on our IT team, said Pettigrew. Accounts are automatically disabled as soon as an employee is removed from the payroll, which eliminates orphan accounts to safeguard security. Single Sign-On has also been integrated with HMS s online portal to enable single sign-on capabilities for the various services available via the website. When a customer or member of staff requires a change to their access permissions, they use a self-service request interface built using Identity Manager s workflow engine to initiate their request. The request is then automatically routed to the correct individuals for approvals implementation. All requests are routed in this manner using Identity Manager, including our purchase ordering system that is integrated with finance invoicing. The self-service approach streamlined authentication process enables users to access update information more efficiently. A single sign-on model also minimizes the volume of password reset being hled by the IT team. adds Pettigrew. More than 13,000 user accounts are managed via the Technologies solutions, with around 7,000 users being authenticated on a daily basis using Single Sing-On. The solutions comprehensive reports enable HMS to easily identify who has access to which systems data, who has granted them this access, for auditing purposes.

4 4 CUSTOMER SUCCESS STORY: HMS MAY 2012 Identity Governance provides a simplified user interface to run certification campaigns of users that are not automatically provisioned. Pettigrew comments, We use Identity Governance to certify over 1,200 users on a monthly basis which reduces our orphan account risk for non-stard users. Benefit Better customer experience data protection Thanks to zero-day provisioning, self-service password management automated approvals processes, HMS has been able to significantly increase productivity for help desk staff, new temporary permanent staff members, physicians customers. These efficiencies equate to millions of dollars in time savings. New staff can now access the information they need start adding value to the company immediately. Credentialed physicians that perform medical reviews for program integrity have improved management self-service capabilities thanks to this new infrastructure, explains Pettigrew. We have also reduced time to market on new customer facing applications simplified the processing of new users during acquisitions. In addition to improved productivity customer service levels, HMS is better able to: An automated approach to identity access management has reduced cost risk. Scott Pettigrew CSO, HMS Safeguard sensitive information Produce audit information more efficiently for regulators to prove compliance Simplify mergers acquisitions as new companies can be integrated with less effort. The success of the project has been recognized by the Information Security Executive (ISE ) with HMS being selected as a Project of the Year finalist in the Information Security Executive (ISE) North America Awards Scott Pettigrew concludes, An automated approach to identity access management has reduced cost risk made our business more agile.

5 5 CUSTOMER SUCCESS STORY: HMS MAY 2012 Connect with Technologies at Technologies helps customers succeed in a future where every business from apparel to energy is being rewritten by software. With software at the center of their IT strategy, organizations can leverage the technology that changes the way we live from the data center to the mobile device. Our software solutions help our customers thrive in the new application economy by delivering the means to deploy monitor secure their applications infrastructure. To learn more about our customer success programs, visit / customer-success. For more information about Technologies go to All rights reserved. All trademarks, trade names, service marks logos referenced herein belong to their respective companies. This document is for your informational purposes only, does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.