Speaking the language of efficiency, compliance and member satisfaction
Lost and missing materials leading to much bigger issues
A recent British study revealed that only one in five lost wallets is ever returned.1 This is more than an inconvenience to the owner – it also offers the potential for identity theft and other hazards. It’s against this backdrop that we present a case study featuring one of the country’s largest Managed Care Organizations (MCO) and our solution to help them better manage their member replacement materials process.
Even though this MCO has an extensive portfolio of coverage options, they lacked an automated workflow process to handle replacement materials requests from members who had either lost or never received ID cards, welcome kits, Annual Notices of Change (ANOCs) and more. This time-consuming process left the MCO’s customer service team manually keying in member information while sifting through lists of replacement items – dragging down productivity and profitability, creating issues with Medicaid and Medicare audit and compliance requirements, and negatively impacting member satisfaction.
The end-to-end answer that eliminates errors
After meeting with the client, the teams involved in the current process – customer service, marketing operations and compliance – the RRD Healthcare Solutions team recommended our CustomPoint® end-to-end print management solution. By centralizing ordering, fulfillment, content customization and direct mail campaign management, all through a single interface, the CustomPoint® Solution helped satisfy the needs of all groups involved:
- Customer Service - An easy-to-use system for over 1,400 representatives
- Marketing - Brand standards consistency maintained across the MCO’s 13 different brands
- Operations - Accuracy and improved turnaround times
- Compliance - Fewer key strokes resulting in fewer reporting errors
The CustomPoint® Solution easily integrated with the client’s existing customer service platform, streamlining and optimizing ordering. It helped them create extensive business rules around attributes like group numbers, TCPs, contract numbers and plan years – helping customer service reps quickly pinpoint the right materials for member requests.
Central to any MCO’s success is the protection of personal health information. With our deep experience in this category, we provided secure FTPs for data transfer, encryption during transmission and followed the highest levels of data security at our healthcare printing and fulfillment facilities. The CustomPoint® Solution also gave the client the visibility and tracking they needed for CMS and SLA compliance, including CMS audits directly integrated into their senior reporting center.
In addition, the CustomPoint® Solution provided the client with the flexibility they needed to respond to member requests that came in before the September 30th in-home compliance due date. In fact, some finalized documents had not even been loaded into the system, particularly large print, foreign language and 508-compliant alternate versions. With the CustomPoint® Solution, customer service representatives were able to place orders for these materials when requested, avoiding the need go back into the system later
Fluently translating success—both today and tomorrow
Since the implementation of the CustomPoint® Solution in 2012, RRD Healthcare Solutions has helped the client expand their library from 500 items to over 1,800 items, including:
- Spanish, Vietnamese, Chinese and Korean versions of English-language replacement materials
- Large print, Braille, audio and 508-compliant versions
Just as importantly, automating their member replacement materials ordering process has eliminated missed or incorrect orders. The CustomPoint® Solution also helps to provide consistency of brand standards and provides greater transparency into member orders, including frequency and turnaround times that are critical compliance metrics. But we haven’t stopped there. Continual optimization and improvement are always top of mind for us; planned enhancements include features like single sign on to further reduce key strokes and supporting client efforts for even greater electronic file delivery efficiency.
- “Lost Wallets: Only One in Five Ever Returned, Research Says” The Guardian, August 18, 2010