Article written by Stephanie Onofri
Since the government online healthcare marketplace opened three weeks ago, it’s still making headlines but they’re not the good kind. Everyone and their dog has heard complaints from customers about the federal website Healthcare.gov. They range from being unable to access the website due to ongoing maintenance to being unable to log in because their passwords are no longer valid. What it all boils down to is a wasting of customer time as they repeatedly try to access the website and log in and are repeatedly denied.
What is not apparent to everyone (and their dog, of course), are the problems most insurance companies are facing on the “back-end” of thing, in a manner of speaking. Many are having issues with the system that cause their companies to receive incomplete customer information and duplicate applications. So what do these companies do when their system lack the automation and proper information management to ensure that errors due to duplicate documents and faulty data do not occur?
The truth is, it’s nearly impossible to guarantee claims and applications will go on to approval without a hitch when the majority of the paper process is still handles manually. In reality, insurance companies faced similar issues long before the online insurance marketplace came along and they still struggle with these issues on a daily basis due to the paper load in their claims departments. Paper has a way of getting lost, damaged and misfiled; it’s a precedent to misspelled names and lapses in data updates. In short, paper allows companies to process claims more slowly and frustrate their customers more quickly.
Automation, such as that provided by an Enterprise Content Management (ECM) solution, on the other hand, helps prevent these errors and frustrations from occurring. This virtual document management solution automatically stores and manages all paper documents in a single, secure location, helping to ensure these important documents don’t go missing, don’t get routed to the wrong department and don’t fall into the wrong hands. Avoiding these mishaps allows your employees shorter claim processing and customer query response times.
In addition, these documents are instantly accessible so that employees no longer need to waste their time running from room to room or calling an off-site storage location just to access a document.
Documents can also be accessed from outside the office for those days employees might be traveling or working from home. To learn more about enterprise content management, download our Ultimate Guide to ECM below!