Many health payers are looking for new and better ways of doing business. Automation can help you achieve speed and efficiency while reducing risks.
Automation takes you less time to get things done, allowing you to accomplish more within the same timeframe. You don't have to stress over remembering basic tasks, and you benefit from the reassurance that your business processes will be implemented reliably.
Beyond cost and time savings, here are a few examples where automation increases business efficiency:
- Reduced repetition — An automated process that deals with repeated tasks means employees won't waste time on tasks that can be done more efficiently by an automated computer process.
- Improved resource management — Because of the complexities of business processes, many resources within a firm are often underutilized. Building automation allows the firm to also build in resource utilization measures to ensure their capital is working as envisioned.
- Decreased errors — An automated approach reduces the amount of papers trading hands, approvals being sought, and steps being taken. Those are all steps that increase the potential for error and decrease efficiency within a firm. Automate those steps, and you'll experience considerable efficiency gains.
- Improved customer service — Ensuring your customer service representatives can effectively and accurately handle service requests in a way that will delight your customers requires that the customer service representative has easy access to a communication repository of pre-approved content. According to Zendesk, "speed of response (89%), speed of resolution (89%), and friendliness of representative (82%) are seen as the most important aspects of the customer service experience, regardless of the channel." Customer service-enabled automation can significantly improve customer outcomes, which is extremely important for a larger company that works with clients worldwide. Automation can decrease waiting times and improve overall customer satisfaction.
- Improve communication — Organizing tasks and versions via email, sticky notes, and Excel spreadsheets is time-consuming and often prone to human error. The communication between departments or colleagues benefits greatly from automated workflows. With a commonly used set of tools, everyone within the organization can see what they are supposed to do, what others are doing, and how their work fits together. It also makes it easier for top-level management to optimize projects that are vital to the company.
Facing the Growing Pains of Success
One of our clients introduced automation into their Annual Notice of Change (ANOC) and Evidence of Coverage (EOC) creation process and it proved to provide significant time and cost savings. The major health plan struggled to produce their CMS-required Annual Notice of Change (ANOC) and Evidence of Coverage (EOC) documents efficiently, accurately and in a timely fashion each year especially with increased enrollment. They were utilizing Microsoft Word mail merges and Excel spreadsheets to create hundreds of plan documents that would then be merged with millions of records. The manual processes caused them to start over every year, spend significant time proofing documents and caused even greater accuracy and compliance risks.
The plan worked with us to implement Toppan Merrill Connect Dynamic Publishing® for their ANOC and EOCs. Connect Dynamic Publishing is an innovative solution that combines CMS model language with web-based plan data management to generate real time ANOC and EOC documents. This innovative solution, allows health plans to modify their required member documents quickly to adapt to yearly plan changes and changes in CMS marketing and model guidelines.
Simple Starts. Big Results.
Utilizing Toppan Merrill Connect Dynamic Publishing, The Plan created its
ANOC and EOC documents with the highest level of accuracy and cost-effectiveness in both process and output. The efficiencies of the process allowed The Plan to begin its review cycle a full month earlier than in prior years. According to The Plan’s Director of Marketing, Toppan Merrill Connect Dynamic Publishing delivered numerous benefits:
- Reduced review cycles. With Dynamic Publishing, The Plan was able to cut review cycles in half, reducing cycles from six to three. They have a goal to further reduce to two cycles in Year Two.
- Significant cost savings. Due to the reduction in reviewers and review cycles, The Plan realized cost savings of over $1 million and anticipates additional savings in Year Two.
- Complete confidence. As a result of the improved processes and accelerated time to market, The Plan had confidence that its documents were compliant and error-free.
There are opportunities for automation throughout the communication lifecycle. Whether it’s automating communication delivery preferences through an Interactive Voice Response (IVR) to cut down on calls into your call center or adding automation to the creation and management of your directories, the health plan example is a great one to follow. Learn more about the benefits The Plan had with automating their ANOC and EOC by reading the full story here.