Consolidating Mailroom Centers

Challenge

Consolidate 26 disjointed healthcare insurance mailroom service centers into one centralized on-shore processing center. Seamlessly transition all mail to the single site so that there would be no adverse effects to the insurance customers.

Solution

DATAMARK partnered with the client to create an efficient process that would meet their objectives. Even though consolidating to one center, unique processing requirements for the various centers were maintained during the transition period. After the transition, unique processes were streamlined into a single business methodology to further increase efficiency and profitability. Process definition was a hands-on interactive process, which utilized many face-to-face meetings between DATAMARK and the client.

The project reduced FTE's by 58%, reduced overall claim turn-time by over 48 hours and improved quality by 35%.

Since original implementation, which began with basic forms processing more than 12 years ago, the project has evolved into complex coverage of all mail received by the insurance entity.