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INDUSTRY
Healthcare
COMPANY SIZE
Enterprise
KEY OUTCOMES
1.5x
Higher Verification Success Rate
93% with CLEAR vs. 62% with the legacy solution.
54%
More Than 54% Reduction in Account-Related Support Calls
Resulting in significant operational savings (~$15 per avoided call).
Overview
Headquartered in Indianapolis, Community Health Network is one of Indiana’s largest and most trusted health systems, with over 200 care sites and a strong track record of digital innovation. Exceptional care, simply delivered, is what sets Community Health Network apart as a leading not-for-profit healthcare destination in central Indiana.
When identity verification became a barrier to digital engagement, and an entry point for bad actors, Community reimagined how to verify patients and providers at every critical touchpoint. That journey led them to CLEAR, whose solution offered the high-assurance security that Community needed, without compromising on ease of use.
The Challenge
With more patients relying on digital access to their health records, support desks have become frequent targets of identity-based attacks. Bad actors are increasingly impersonating patients and employees to breach sensitive systems.
Before CLEAR, Community relied on traditional identity tools that used knowledge-based authentication (KBA), which presented several challenges:
- Low verification pass rates (~62%)
- Cumbersome workflows with up to 12 manual fields
- High call center volume with rising support costs
- Security vulnerabilities from easily compromised verification methods
These issues were especially visible in workflows like MyChart account creation, where friction led to patient drop-off, duplicate accounts, and thousands of costly support calls. Community recognized the need for a more scalable, secure solution––one that worked seamlessly for both patients and staff.
The Solution
Community first partnered with CLEAR to secure its workforce, starting with account recovery for employees using biometric MFA. What stood out was CLEAR’s ability to deliver a high-assurance identity solution that supports HIPAA, IAL2, and AAL2 standards––and scale it enterprise-wide, spanning patients, employees, and even visitors.
“We’re proud to introduce a system that significantly enhances security while simplifying the experience for our staff and patients. This technology not only protects our network from unauthorized access but also makes it easier for everyone to use our services."
– Rick Copple, Senior Vice President and Chief Information Officer at Community Health Network
After verifying over 97% of its employees and seeing immediate impact, Community recognized an opportunity to extend that success to its patient population. With cyber threats on the rise, digital expectations growing, and identity failures driving up support costs, Community turned its attention to patient access. A MyChart integration with CLEAR became the next big step––to reduce friction, lower call volumes, and strengthen patient trust from the very first touchpoint, account creation.
"We are taking an important step to secure our network by ensuring that both employees and patients are exactly who they claim to be when accessing sensitive systems. This new approach is essential for safeguarding our data, our systems, and the care we provide."
– Rick Copple, Senior Vice President and Chief Information Officer at Community Health Network
The Results
Community deployed CLEAR’s integration for MyChart account creation through Epic Vendor Services, and went live in just 5 weeks––a notably fast timeline for the healthcare industry.
Soon, CLEAR’s integration will be available directly within Epic Toolbox*, meaning it will be natively embedded into MyChart. This will allow health systems to deploy even faster, with fewer resource demands and no disruption to existing infrastructure.
In less than two months, Community has already seen measurable results:
- 1.5x higher verification success rate
- Legacy solution: 62%
- CLEAR: 93%
- More than 54% reduction in account-related support calls
- Resulting in significant operational savings (~$15 per avoided call)
And the value goes beyond these numbers. With CLEAR’s MyChart integration, patients can now access their health information with the snap of a selfie, from checking test results and vaccine records to scheduling appointments and managing care. What used to be a fragmented process is now fast, intuitive, and secure––giving patients greater confidence and control over their digital health experience.
1.5x
Higher Verification Success Rate
93% with CLEAR vs. 62% with the legacy solution.
54%
More Than 54% Reduction in Account-Related Support Calls
Resulting in significant operational savings (~$15 per avoided call).
Community’s deployment of CLEAR within MyChart shows that improving identity workflows doesn’t require months of planning or heavy development. Amid rising security threats and growing digital expectations, Community’s approach offers a practical blueprint for health systems ready to act. And, with CLEAR’s MyChart Integration now under construction in the Epic Toolbox, similar results will soon be even easier, and faster, for healthcare organizations everywhere.
What’s Next
As a fast follow, Community has already expanded its use of CLEAR to secure another critical workflow: patient account recovery. The integration was deployed in just four weeks and is designed to enhance security and improve the self-service password reset experience for the 140,000 annual reset requests across patients enterprise-wide.
Of those, over 15,000 annual support calls were tied to MyChart password resets—a major operational drain now mitigated through CLEAR’s secure, self-service recovery flow.
Looking ahead, Community is exploring additional use cases, from patient check-in to visitor management, using the same trusted solution.
The Big Picture
As CLEAR’s technology becomes more deeply embedded across Community’s systems, it’s laying the foundation for an enterprise-wide patient identifier and a more connected healthcare future, one where the patient journey is continuous across every point of care.
“It only takes a handful of willing organizations to kickstart a healthcare identity ecosystem—and CLEAR is anchoring that collaboration.”
– Aneesh Chopra, Chief Strategy Officer at Arcadia
*Epic and MyChart are registered trademarks of Epic Systems Corporation.
