Fast track registration

Fast track registration, a feature designed to simplify and expedite user registration, is a digital transformation solution offered by the Aikyam platform. Any portal that secures access with HSID can leverage this feature to optimize the registration workflow.

In the conventional registration process, inaccuracies in the information entered by members during the initial step led to challenges in matching and validating records within the eligibility system. This on-the-fly eligibility resulted in increased registration denials with some portals experiencing failure rates as high as 30-40%.

Fast Track provides a digital solution for registering with a 72-hour validity link instead of filling out the form. To address this challenge, the HSID provider has exposed an API through Stargate that processes Big 5 data and generates a Fast track registration link. When member clicks on this registration link in the email invite, HSID will retrieve the member’s information from the database

Description

Let us explore the various flows implemented within the HSID tenant.

Fast track registration matched on-prem flow (Email):This flow is used for matched accounts hosted on an on-premises setup. It involves verifying identifiers from the backend, such as SSN, MID, and using encrypted email links for account registration.

Most portals use this flow of Fast track registration or ‘Invitation to register,’ where emails containing encrypted registration links are sent by the portals. When generating the encrypted link, duplicate HSID accounts are verified with the provided details, and links are generated only for EIMP-verified accounts. The link generated is valid for 72 hours for most portals and can be configured as per portal requirements.

The encrypted link contains the Enterprise Id (EID) matched against the Enterprise Individual Mastering Platform (EIMP) golden record. The authentication of the account holder is verified through a One-time passcode sent to the phone number provided by the portal while generating the encrypted link. After successful validation of phone number, the user proceeds with creating a username, password, and email.

The email provided by the user can be the same or different from the email address from which the invitation was received, but this email address is expected to be unique. Email verification is optional.

The user then sets up Multi-Factor Authentication (MFA) by verifying the phone number. This phone number can be the same or as different from the one used for the OTC verification. UHC MNR and a few other portals currently use this flow of Fast track registration.

Fast track registration matched on-prem flow (link):This flow is similar to the above on-prem Fast track registration Matched implementation, except that the encrypted link is populated in the user account registration flow initiated by the portal, instead of being sent via an email invitation.

The portal collects information such as first name, last name, date of birth, zip code, and identifier type (phone number or member ID) and provides the experience (refer to the images below) on identifying a single golden record. Alternatively, the portal may ask the user to revisit after 24 hours, during which they synchronize the details and generate a link for HSID Fast track registration to successfully create an HSID account. Cap Rx (part of Optum Rx) and Specialty Rx member portals are currently using this flow of Fast track registration.

Fast track registration matched flow (Rebuild):This flow is similar to the on-prem Fast track registration Matched implementation with encrypted link sent via email. UHC Student resources portal uses this flow of Fast track registration.

Fast track registration unmatched flow for Optum Now:This customized flow is specific to unmatched accounts migrating from the Optum store to Optum Now. Key user details are transferred from the backend, and users authenticate via basic information without needing certain identifiers like DOB.

The email address is used as a key attribute in migrating the existing Optum store accounts, and the flow is customized to populate the email address, which is auto verified in the backend upon successful account creation.

Users provide minimal information (FN, LN, phone number, etc.), and authentication might rely on an OTC (One-Time Code) rather than full identity verification, as required for matched accounts.

Standard Registration Flow: The Fast track registration process optimizes the registration process by automating and simplifying steps, ensuring a smooth experience for users. Here’s how it works:

1. Generating the registration email link: The portal invokes the HSID API to generate a Fast Track Registration link. This URL encodes eligibility data and a secure token specific to the active member for 72 hours. This encrypted URL is then included in a registration email invite sent to the member to create a new HSID account or sign into an existing account.

		Remarks
Big 5 eligibility data	Example key fields (to be filled by portal): Matched Flow: Includes key personal Identifiers (first name, last name, DOB, any member Identifier, Zip Code) and phone number 2. Unmatched Flow: a. Non-members: Require basic details such as first name, last name, email, and phone number. DOB is not required. b. Base members: Require basic details such as first name, last name, email, and DOB.	Used for conventional registration process.
Stargate namespace	IIM	Allows access to the API for specific portal
Open API Spec		-
Database	Database table ‘mbr_rgst_email’ is created in the OGN database	Stores information about the member required for registration through an email

2. Completing registration and account setup: Upon clicking the registration link in the email, the system directs the member to the Security Authentication page. Aikyam will expose an API to generate and validate an OTC sent to members' cell phones. After OTC verification, members set up their account, skipping the problematic “Big 5” screen with Member ID/SSN/MBI number and set up their phone MFA. This ensures that members can directly proceed to create their username and password, bypassing the first step that frequently led to errors and registration failures.

1. Fast track registration feature enhances registration success rates by pre-validating member details and bypassing error-prone initial steps, resulting in reduced error rates and a faster registration process. Business Value

2. This feature is highly customizable to meet specific client needs. For instance, we have integrated customized Fast track registration solutions into the Optum Rx member portal and the Optum Specialty Pharmacy portal, demonstrating its adaptability to various requirements.

3. Simple and easier registration process where the member only sets up his basic authentication (username, password, MFA) and redirects to the portal.

4. Migration of existing member accounts or data from other portals or system (Optum Store, EPIC).

To evaluate the effectiveness of the Fast track registration (Fast track registration) feature, Key performance indicators are monitored through detailed analytics tracking.

1. Performance data is collected from both the portal and the HSID UI team using Adobe Analytics. This data includes tracking user interactions and registration completion rates.

2. The HSID backend team ensures proper logging of the member journey to capture detailed metrics, which are then processed through Splunk to assess user experience and feature performance.

Ensuring compliance with security protocols is critical for safeguarding user registration process. The following steps illustrate how our system upholds security and verifies user identity through advanced measures:

If the unauthorized actor attempts to register using the provided Fast track registration link and encounters an invalid OTP situation, the system allows up to four unsuccessful attempts before closing the browser. Upon reopening the browser, the attempt count resets. This behavior can potentially lead to repeated failed attempts.