Complete Tracking and Audit Strategy for Compliance Driven Healthcare Company
Opportunity
Our client is one of the largest managed care organizations in the U.S., a national leader in managed long-term services and supports, and a top insurer in the nation on the Health Insurance Marketplace. ColorArt has been providing services for this client for almost 20 years, dating back to when they were a small healthcare company with only 1 or 2 state based health plans. They will be approaching 22+ Million Members next year. ColorArt’s support has been critical in their successful growth over the years, through investing in ongoing technology and equipment improvements to expand our service offering and capabilities to take on management of their large mail programs.
ColorArt Solution
The client struggled as they grew; and needed a supplier to partner with them for solutions. Combining ColorArt's extensive knowledge of the health and insurance industries with print capabilities, ColorArt developed several business solutions to meet this client's needs:
- Tracking and greater visibility of member communications
- Audit trails
- Customer Service: unified member view
- Tighter turn-times: mailing SLAs
- Ability to divert mailings in process
- Increasing regulatory requirements
- Reporting
- Reprint management
- 100% mail verification reporting
To support these requirements, ColorArt invested in an APT system or Automated Production Tracking system, which allowed our production teams to:
- Manage large volumes with increased visibility & tracking
- Monitor against SLA, including early insights into due dates and potential delays
- Easily locate jobs/batches on the production floor
- Real-time data collection
- Export a wide variety of custom and standard production reports for the client
Results
We achieved 100% mail verification and met our SLA 100% during the Open Enrollment season, which included over 2.5 Million packets mailing over a 6-8 week peak season. Production was able to see when batches were due and when mail files were in danger of missing their due date. ColorArt has further invested expanding the APT system to allow for tracking of mailings on additional pieces of equipment; such as adding tracking cameras on additional inserters and adding additional hand scanners in the hand-fulfillment area for mailing.
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