Open Enrollment Document Processing

Outsourcing Open Enrollment Document Processing Saves a Major U.S. Health Insurance Company

How do health insurance companies handle the deluge of paperwork that comes in during open enrollment season? Outsourcing open enrollment document processing can help streamline the workload while decreasing operating costs. Keep reading to learn how DATAMARK, delivering from the U.S., India, and Mexico, helps health insurance providers handle a sudden influx of paperwork.

Case Study - Contact Center Workforce Management

Background: Open Enrollment Document Processing Overwhelms Health Insurance Companies

In early 2022, the number of people with health insurance in the U.S. exceeded 300 million, which is nearly 92 percent of the population. Furthermore, Health Savings Accounts (HSAs) have become 400 percent more popular among consumers. With millions of people sending paperwork during open enrollment, health insurance plans need to handle the deluge of documents coming their way.

Challenge: Outsource Open Enrollment Document Processing

A U.S. based health insurance plan with more than 1 million covered lives turned to DATAMARK for their expertise in Enterprise Management (ECM) to properly process all its documentation, manage the data found within the paperwork and help business run more efficiently.

DATAMARK assists healthcare companies in sorting, scanning, processing and digitally archiving a multitude of documents for easy retrieval. Through DATAMARK’s omni-channel capabilities, these documents come in through multiple intake channels such as digital entries and physical documents.

Results: Analyze, Streamline, Automate and Expedite Document Processing

DATAMARK document processing experts in India and Mexico proposed a plan to implement a new document processing system. The process began with a thorough analysis of the client’s current workflow. Recognizing the potential for efficiency gains, the DATAMARK team recommended the integration of automation.

To process documents, DATAMARK uses various forms of automation. Automation is technology applied to business processes that traditionally required manual execution. Today, it stands as one of the most streamlined and effective choices for document processing.

Analyzing the Document Processing Workflow

DATAMARK’s business engineering team documents the workflow using their Business Process Management System (BPMS). The team applies Lean Six Sigma and other methodologies to identify and remove redundant steps. DATAMARK’s experts also work with the client to understand the pain points in the process.

Reducing Human Error & Operational Costs

First, DATAMARK’s skilled workforce receives additional training to handle the forecasted increase in open enrollment document processing for the health insurance provider. Next, they start eliminating unnecessary processes and irrelevant procedural costs. After capturing critical information within the documents, DATAMARK employees route it to the appropriate department within the organization. This enables the client to focus on their members with high-quality coverage while improving their business.

Optical Character Recognition (OCR)

One form of automation technology is Optical Character Recognition (OCR). By selecting text from a specific area on a document, OCR can eliminate the tedious configuration of irrelevant text, which is not required from the document. OCR technology streamlines the sorting and analysis of textual data by eliminating manual steps. Consequently, OCR helps reduce both human error and operational costs.

In addition, companies can benefit from using OCR by leveraging the data to make predictions about changes in customer behavior and market trends. In one year alone, OCR helped DATAMARK handle 40 million pieces of mail and process more than 250 million documents for its clients.

DATAMARK created an ECM solution, encompassing all of the strategies, methods, and tools used to manage all types of data found on documents that enter the client’s work stream. This can include but is not limited to high-volume scanning and imaging, automated data capture, and document management. An ECM system can help insurance companies stay compliant with privacy and security regulations, including HIPPA.

The Datamark team in India scaled up to meet the demands of open enrollment season. The team’s aggressive cross training plan simultaneously trained multiple shifts in the invoice review queue and set them live on production in the same week. Turnaround time for invoice processing consistently exceeded all client goals.



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