athenahealth: Process Mining for Service Integrity in Healthcare

athenahealth’s Technology-Enabled Services—Service Outcomes team is responsible for the optimization and scaling of healthcare administration transactions—one in which we complete millions of transactions each day on our customers’ behalf. athenahealth was looking to create technology tooling to gain a better understanding of total process workflows across these service lines—both legacy and new services included. With the legacy service lines, the processes were more set in place (well-known happy paths, built out homegrown tooling, known pain points and exceptions, etc.) and with the newer service, developments were shifting frequently. From all of this, athenahealth turned to Process Mining as the tool to gain clean process insights, to help improve our customer’s experience, and bring more value to their practice.