QA Services Customer Success Story

Challenges

A major mobile medical exam company providing a variety of services across the United States experienced major difficulties in bringing down the turnaround time for issuing policies to applicants. They identified the main challenge they faced as the medical questionnaire being rejected by insurance companies for incomplete information. There was an additional challenge : inconsistencies due to unregulated or absent standardized processes and procedures arising from missing out key input needed to assess the risk of the applicant. Large volume of policies caused due to addition of new accounts in their business complicated the delays even more. The client approached us to find a solution to organize his processes, create a standard format for accuracy in quality and establish an efficient work flow to minimize time related problems.

The main challenges experienced by the client were

• Understanding the medical terminologies involved thoroughly
• Highlighting and procuring additional information needed from the examiners
• Identifying required skill sets, training & deploying resources to handle high volume due to addition of new accounts

Our Solution

• eNoah experts identified the gap in the entire process cycle of the client and standardized the entire process for the client.
• eNoah proposed a quick process flow for the company in order to address their time related issues by merging the resources for optimum results in optimum time.
• eNoah’s professionally trained resources in medical terminologies were adept in handling the entire process with speedy efficiency
• The robust knowledge transfer tools helped in migrating the process quicker to handle large volumes from Day 1 of Go-live.

Key Benefits

• Due to comprehensive understanding of the end to end process, the Turnaround Time was slashed in half – from 24 hours to an unbelievable 12 hours
• Enoah improved the overall project quality by deploying Six – Sigma methodology
• Standardized processes and instructions helped in improving operations, which in turn helped the client to increase their new accounts three times within a year of transition
• Our team was able to hone in and highlight the errors made by examiners .Step 2 involved sharing our findings and educating them on the need for complete information on the questionnaire.This helped with drastic reduction of the rejection percentage from insurance companies
• Saved the client’s operational cost by 50%.