Discovery benefits4/30/2023 Thanks to the functionality of OnBase, those are two-day projects instead of two-months. With 90 percent of Discovery Benefit’s staff in OnBase eight hours a day, the IT team has to work fast to keep up with internal process changes. “If we didn’t have OnBase, we would need roughly 80 or 90 claims specialists to keep up with the incoming claim volume.” “This breaks down to 300 claims processed per claims specialist per day,” said Johnson. Currently, the provider is processing an average of 12,500 claims per day. Before OnBase, Discovery Benefits processed 1,500 to 2,000 claims a day – about 60 to 80 per claims specialist. “We saved around $3 million in paper costs alone since deploying OnBase-about $500,000 a year,” said Dean Johnson, OnBase senior engineer at Discovery Benefits. In our claims department we have less people today than six years ago with four times the business." John Biwer "Thanks to the efficiencies created with OnBase, we have absorbed tremendous growth. Discovery Benefits’ staff spend far less time fielding calls from customers and searching for paperwork. Once uploaded into the system, Discovery Benefits offers customers the option of viewing their forms online so they can see the status of their claims and whether they need to follow up with more information. Whether through fax, email, receipt upload or regular mail, information is sent via electronic forms to OnBase, where they are automatically indexed based on the claim number. As the staff has grown from 120 to more than 800, the organization has cut out the barriers of paperwork and let employees take on more essential responsibilities-like using OnBase to review accounts electronically and discover uncollected fees.ĭiscovery Benefits has achieved one business day turnaround of all claims coming in to the company. The company has processed just over 313 million documents into and through OnBase, with nearly 130 million still in the system. Since deploying OnBase in 2008, Discovery Benefits has grown from providing benefits for 1.25 million people to more than 10.5 million. That’s when Discovery Benefits discovered OnBase by Hyland. Leaders realized they needed to find a profitable way to grow. The company was also overwhelmed with the overtime costs associated with a manual customer renewal process each year. With a customer relationship management (CRM) tool that provided limited reporting functions, getting information to customers and managers about the status of a claim meant digging through paper files. Manual tracking and data entry required staff to pass paper forms back and forth between teams. The complex, multi-step procedure for receiving, sorting and processing claims at Discovery Benefits was slow and involved too many touch points.
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