MisResultados PR Improves Customer Service with AWS-Powered Solution

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About the client

MisResultados PR: Electronic lab connectivity company distributing test results digitally to providers, labs, and patients in Puerto Rico.

Business Need

MisResultados PR needed a secure, compliant web application to help its customer service team assist patients with validation errors preventing them from accessing their lab results. The solution had to:

• Validate Data Securely: Ensure lab results are only released after validating profile information.

• Empower Customer Service: Provide agents with secure, real-time access to clinical data.

• Maintain Compliance: Align with HIPAA regulations to protect confidential data.

Solution

MisResultados partnered with Abartys Health to implement a secure and scalable customer service solution on the AWS Cloud.

1. Data Ingestion & Storage

• Ingested HL7 lab results via API and SFTP from the LIS system.

• Parsed and stored standardized JSON files in Amazon DynamoDB with encryption and access controls.

2. Data Processing & Access

• AWS Glue ETL jobs export data daily to a HIPAA-compliant Amazon S3 data lake.

• Agents access the dataset securely through a web application using Amazon Athena for querying.

3. Web Application for Agents

• Provides self-service access for agents to quickly search and resolve patient issues.

Outcome

• Improved Customer Service Efficiency:

Agents can now securely access lab records in real time to resolve patient inquiries faster.

• Regulatory Compliance:

HIPAA-compliant infrastructure safeguards sensitive patient data.

• Scalability:

The solution supports future growth, ensuring MisResultados can handle increasing data volume with minimal management effort.

Key Results

• Enhanced customer service response times.

• HIPAA-compliant, scalable data storage and processing.

• Future-ready AWS infrastructure for innovation and growth.

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