Teleconsultation: analysis and redesign of critical user flows to stop losses on reimbursement cases (leaks reduced by roughly half).
Qare, a teleconsultation platform, advances the reimbursement to patients (third-party payment) then recovers it from Assurance Maladie (France's public health insurance). The problem: bugs and blind spots in the user flows surfaced, depending on the case, erroneous or insufficient information. The result: cases rejected by the State, advanced amounts never recovered, and significant budget leaks on revenue. These losses were diffuse and hard to attribute to a single cause.
Qare is a medical teleconsultation platform. For 8 months, I joined a team dedicated to a specific and costly problem: the losses on reimbursement cases.
Depending on the case, the user flows surfaced erroneous or insufficient information. The downstream consequence: cases rejected by the State, advanced amounts never recovered, and diffuse budget leaks, hard to isolate because they were spread across many journeys and edge cases.
Our detection relied on two sources: user reports and log analysis. From there, the core of the work was the analysis and understanding of each problem: taking ownership of the business logic of reimbursement and third-party payment (in coordination with the PM, through task grooming) to pinpoint exactly where the information degraded. Then, on the dev side: adapting the existing flows or creating new, more specific flows for the problematic cases, guaranteeing complete data compliant with reimbursement requirements.
React, Redux and NestJS. Overall, the leaks on reimbursement cases were reduced by roughly half, with on the order of 10 to 20% recovered on the cases concerned (confidential amounts), a direct gain on revenue.
The technologies used on this mission.
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