The Next Applied
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Reimagining Dental Enrollment with Blink and Mphasis Javelina

THE CLIENT

 

A leading healthcare payer serving 500K+ Dental Individual & Family Plan (IFP) members.


BUSINESS CHALLENGE

The client’s traditional dental enrollment channels were no longer meeting the expectations of today’s digital-first consumers. The legacy enrollment portal presented several limitations:


  • High drop-off rates during dental plan enrollment.
  • Generic, non-personalized member experience.
  • Poor usability and limited accessibility compliance.
  • Heavy reliance on call-center support to complete enrollments.
  • Minimal analytics and limited insights into user behavior and abandonment.

    • These challenges resulted in lower enrollment conversions, increased servicing costs, and inconsistent member experiences across channels.

THE SOLUTION

 

Mphasis helped the client modernize their dental enrollment using Mphasis Blink as the digital front-end, and integrating with the Mphasis Healthcare Experience Framework (HEF) and the Javelina® Payer Platform. This allowed them to offer:


  • Human-centered, consumer-grade design enabling intuitive journeys for individuals, families, and returning members.
  • Personalized enrollment flows tailored by user profile, eligibility, and device, powered by Mphasis Blink and Mphasis Javelina.
  • Process harmonization across claims intake, adjudication, enrollment, and billing.
  • Intelligent plan shopping and comparison, with real-time eligibility checks and subsidy calculations.
  • Unified omnichannel experience across web, mobile, and tablet with ADA / WCAG 2.1 compliance.

    • The solution also embedded analytics and digital nudges to identify drop-offs and recover abandoned enrollments. The API-first, configurable architecture enabled rapid digital updates and scalability across dental IFP plans.

BUSINESS BENEFITS

20–30% reduction in enrollment drop-offs across dental IFP journeys.

Improved conversion rates through personalized plan recommendations and guided enrollment.

Reduced call-center volume and servicing costs via self-service enablement.

Higher member satisfaction driven by simplified, accessible, and transparent enrollment.

Scalable digital foundation supporting rapid rollout of new dental plans and benefit designs.