Challenges and Opportunities
Healthcare industry has its own set of unique challenges, our client in transportations and translation services faced the following challenges:
Volatile Nature of Service Requests
The company needs to make multiple calls and follow up for the same tasks to ensure there is no miss
In the absence of any automation, huge amount of repeated tasks like sending order
Is a costly affair?
confirmation emails, reconfirmation of services with providers, manual processing of invoices and detecting anomaly are required
Manual coordination between insurance company, customer support agents, providers and patient is cumbersome and prone to error. Being in healthcare domain even a single miss
It then allows recording of claims from patients who require transport and translation services. For a given service request the application helps in finding the most suitable service provider (driver/translator) and passes the service request details to him/her.
Techment’s solution automates the various processes involved in operations of a Managed Care company providing Transport and Translation services. It has a web and a mobile component. The web application is used by the Managed Care company and it starts with onboarding of Insurance company(s), its various contacts (i.e. Adjusters, NCM, FCM and other Managers) and its insured patients. It also onboards the various vendors, its drivers & translators who would action the service requests.
Impact & Business value
The features provided by the solution addresses the challenges faced by Managed Care companies providing transport & translation services and increase their productivity in several ways. The seamless deployment of the product helps in making a quick turnaround.
The automation process delivered success on all accounts by
Elimination of repeated tasks resulted in 30% time saving of agents
Reduction in number of missed appointments
Each agent could handle more business volumes
Reduction in processing time of service requests
Better patient experience and satisfaction