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 2. Large Non-Profit Health Insurer Improves Operational Performance
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THE LARGEST U.S. NON-PROFIT HEALTH INSURER IMPROVES OPERATIONAL PERFORMANCE

 * Download the Report




THE RESULTS

 * $1.25 Million
   
   Increased utilization and capacity by 3.5%, saving more than $1.25 million
   over 12 months

 * 16% Increase
   
   Improved productivity by 16% or almost 800 hours per week

 * $70,000
   
   Eliminated close to $70,000 of incorrectly paid overtime


OPPORTUNITY: IMPROVE OPERATIONAL PERFORMANCE

One of the largest non-profit health insurance plans in the U.S., with over five
million members, set out to improve operational performance and enable its
leaders company-wide to focus on enhancing the customer experience.

With Verint Quality Management, Verint Workforce Management, and Verint
Enterprise Feedback Management deployed across its contact centers, the health
insurer saw an opportunity to apply similar tools and methodologies within its
back-office operations.




THE CHALLENGE OF DISPARATE DATA AND MANUAL PROCESSES

With a staff of roughly 900 employees handling enrollment, billing, claims
processing, and membership and patient accounts, the company’s back-office
operations relied on numerous disparate data sources and a myriad of manual
processes.

Because of this, leadership lacked visibility into exactly how employees were
spending their time and, in turn, had little actionable data on the cause and
effect of proposed changes to improve efficiency, quality, and operational
effectiveness.

Read the Report



SOLUTION: START WITH WORKFORCE MANAGEMENT

The health insurer took a phased approach to addressing the specific challenges
in its back-office areas.

It started with attendance management, where team leaders’ main complaint was
the amount of time needed to manage time off requests, schedules, and
administrative reporting.

The company tackled attendance management by deploying key functionality from
Verint Enterprise Workforce Management.

Learn More



A PHASED APPROACH

First, it installed Verint Time Off Manager to create a single source for all
attendance-related data, automate routine requests, and reduce both employee and
manager administrative time.

Second, it implemented Verint My Time, a tool enabling employees to self-report
work activities. This data is compared with the health insurer’s human resources
data to verify employees are accurately paid for time worked.

Next, the company created a standardized framework for managing employee
productivity by deploying functionality from a variety of Verint solutions,
including Verint Applications Visualizer, to capture employee activity directly
from the desktop, delivering insight into time spent in production and
non-production applications, as well as idle or non-system-related time.




IDENTIFYING OPPORTUNITIES FOR IMPROVEMENT

This data is then fed into Verint Performance Management to generate key
performance metrics. Subsequently, the health insurer’s employees and managers
can view how they are performing against their productivity goals in near
real-time, enabling them to quickly identify opportunities for improvement.

Verint Operations Visualizer is a QuickStart offering specifically designed for
back-office operations that combines Application Visualizer, My Time and
Performance Management scorecards into a easy to deploy, fast to ROI solution.

The health insurer can now flag claims by member, group, product, and business
segment.

In conjunction with capturing production processing times, this has enabled the
company to perform deep dive analyses and create cost-to-serve reports by
category—giving it a better understanding of cost drivers and robust group-level
reporting to more accurately allocate costs and prioritize opportunities for
process and system improvements.



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> "Verint Workforce Engagement has helped us create a holistic management and
> reporting structure across our entire customer service operations - both
> contact centers and back office - to drive operational efficiencies and
> improve the customer experience."
> 
> Customer Experience Professional Director, Operational Performance Management
> and Workforce Engagement, Large Non-Profit Health Insurer


BENEFITS: ACTIONABLE INSIGHTS

For the first time within its back-office operations, the company was able to
measure how employees were spending their time and capture true production
processing times by activity. This allowed leadership to challenge employees to
process tasks at a higher standard, helping to close the gap between top and
bottom performers.

In addition, by comparing employees’ My Time data with their desktop data,
leaders were able to accurately determine how much employee time was spent in an
idle state versus on valid away-from-the-desk activities such as training and
meetings. From this abundance of actionable insights, the company identified
latent capacity that it could recapture.

Explore More



BENEFITS: INCREASED UTILIZATION AND CAPACITY

Overall, the health insurer increased utilization and capacity by three and a
half percent, saving more than $1.25 million over a 12-month period. It improved
productivity by 16 percent or almost 800 hours a week, helping it more
consistently achieve its service delivery goals.

In addition, the data generated by the Verint software quickly uncovered a need
to change a human resources policy related to the calculation and payment of
overtime.

In essence, when employees worked past the scheduled end time of their shifts,
they were paid overtime, even if they failed to work the full shift. By
addressing this issue, the company eliminated close to $70,000 of incorrectly
paid overtime on an annual basis.




READ MORE CUSTOMER CASE STUDIES

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Previous buttons to navigate.


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Real-Time Speech
Case Study



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