End-to-End Improvement

Improving Workflow Efficiency at Every Turn

Our Client

Our client, one of the leading companies of its kind in New York State, provides a full spectrum of services and innovative funding arrangements to improve the availability, quality, and cost of healthcare. Total membership (insured members and self-insured businesses) tops 800,000.

The Background

The client had noticed a variety of system issues across the enterprise, from slow turnaround time to a broad need for formal training among the client’s workflow architects (WFAs). A Blue Slate co-founder had developed a relationship with the client’s senior IT managers, so when the system issues reached a critical mass, they turned to Blue Slate for help.

The Challenge

The challenges were many: to upgrade employee skills, improve workflow, decrease response time, reduce backlogs, and develop new applications—all while building trust with a multitude of departments and stakeholders.

The Blue Slate Solution

After evaluating the skills of the WFAs, the Blue Slate team conducted a series of training sessions and boot camps to familiarize them with the system software, databases, query procedures, and other protocols. These sessions not only improved the WFAs’ performance and timeliness but boosted their morale significantly, enabling Blue Slate to better serve the client in a long-term relationship.

That relationship produced a broad range of solutions. Among many other activities, Blue Slate experts:

  • Designed and helped to build a robotics adjustment application, enabling the client to batch-process adjustments for the first time ever. As a result, 80% of adjustments could be handled by the robot, up from 0%.
  • Delivered a workflow application that equipped the client to engage in prepay claim audit. This new capability improved the quality of claim examinations and the customer experience. 
  • Significantly upgraded the adjudication system to interface seamlessly with the robotics and claims exception applications.
  • Designed and delivered a correspondence workflow application that reduced non-COB business backlog and boosted productivity by 11%. 
  • Worked with Information Security to reduce invalid requests from 30% to less than 10%.
  •  Integrated Timothy’s Law requirements into claims exception.