At a Glance

Highmark Health, the Pittsburgh-based healthcare giant, has pursued innovation and organizational agility over the last four years by developing an internal transformation and consulting team called thinkUP. By early 2021, thinkUP leaders recognized that they needed to scale up and enhance their analysis of business processes. They also wanted to avoid the disruptions and data collection delays associated with conventional process discovery approaches. 

The team turned to FortressIQ, recently acquired by Automation Anywhere, for its artificial intelligence (AI)–powered Process Intelligence cloud service. The product quickly and unobtrusively captures and analyzes process data from the desktops of workers without changing or disrupting their work. A key to the selection of FortressIQ was its ability to gather data in compliance with Highmark Health’s stringent standards for protecting the privacy of protected health information (PHI) and personally identifiable information (PII). 

FortressIQ proved invaluable in scaling up and improving the analysis of two high-scale internal Highmark Health processes, as detailed in this case study. Clearly and accurately understanding a process is the first step toward more effectively automating repetitive manual tasks and optimizing processes for greater efficiency and better outcomes. 

In July 2021, Highmark Health launched Lumevity, a new subsidiary formed to commercialize thinkUP capabilities and expertise. Lumevity helps businesses across all industries transform in ways that drive direct financial benefits, improve quality, and increase employee engagement. FortressIQ’s process discovery technology is among the tools that Lumevity will utilize in its process automation and process optimization work.


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