This Is What Success Looks Like…

Last week I had an opportunity to present alongside Sally Miller (VP of Operations at CareFirst) at the Healthcare Claims & Services Conference in Las Vegas.

The basis of the presentation was to review how CareFirst is continuously improving claims operation through the usage of analytics and automation (robots). While I can’t publically detail CareFirst’s outcomes, I will say the results they are receiving are very impressive. From a broad perspective, my observation is that CareFirst has taken action in three key areas that are leading them to exponential operational improvements.

Organizational Alignment

Sally and team are aligned to identify and execute operational improvements. Utilizing OpenConnect analytics, a team evaluates and prioritizes high ROI automation projects.

This team then documents the requirements and hands off to the robot scripting team. Then an operation team pushes the robots into production. This conviction to continue process improvement allows CareFirst to maximize investment in technology and people with a high rate of return.

Focus on high value automation

Once edit codes have been ranked, the teams focus on requirements and execution on the edit codes that will increase First Pass Rates (auto-adjudication). Using this value-lens, CareFirst operations can utilize robots to guide organizational improvement across the enterprise, and ultimately deliver both financial and service-level results back to their members and providers.

Not a single platform

Many payers only consider automation within their core system. However, the CareFirst team utilizes multi-platform robotic process automation to solve enterprise-wide challenges. This approach has led them into automation that includes mainframe, web services, and other types of platforms. They are currently working to automate new opportunities such as cash receipts, member/physician look up from third party applications, and other Blue Association applications.

We appreciate CareFirst as a customer utilizing OpenConnect solutions for analytics and automation. I for one am very impressed with their organizational approach for business improvement. Well done!

ROI From Real-Time Desktop Analytics

Identifying top performing teams and individuals is critical to building a culture of accountability and high employee engagement. Real-time desktop analytics provides the operational intelligence necessary to evaluate true staffing needs, reduce outsourcing, and lower the overall costs of operations. By providing dashboards with insights into the actual performance your managers will be empowered to make “in the moment” coaching and guidance for optimal performance.

Using your own data learn how your operations will save. Try our new online Savings Calculator.

Three areas you can find savings.

Productive Hours

On average US employees waste 2 hours a day beyond breaks and lunch hour. If your organization can re-capture part or all of this “empty labor” productivity will increase and your organization can do more work with the same staff. WorkiQ provides real-time data showing the amount of time spent on productive and non-productive activities and categorizing the type of work that consumes the most labor hours.

Reducing overtime

According to a recent survey, Americans work an average of one hour of overtime each week. Sometimes your business may need overtime to get through peak periods but how do you truly know without accurate data? WorkiQ provides real-time data showing where you may need more, or less, of the work being done.

Eliminating self-reporting

Many companies only have self-reporting methods or use disparate data from multiple core systems to track the amount of work and time spent on various tasks. These self-reporting methods rob your employees of time that could be spent doing real work.

Try our ROI tool and let us know what you think.

WorkiQ Savings Calculator

Workforce Analytics for the CFO

5 reasons CFOs are interested in workforce analytics & automation

  1. Identifying empty labor
    • On average US employees waste 2 hours a day beyond breaks and lunch hour.  However, most companies only have self-reporting methods to track the amount of work and time spent on various tasks.  WorkiQ provides real-time collection and reporting thus revealing instant performance measurement of both in-house and remote employees.   
  2. Identify areas for reduction of overtime
    • According to a recent survey, average Americans work an hour of overtime each week.  Sometimes the business may need overtime to get through peak periods but how do you truly know without accurate data?  WorkiQ provides real-time data showing if empty labor is a potential symptom for excess overtime.  The solution can identify the amount of time spent on productive and non-productive activities and categorize the type of work that consumes the most labor hours.
  3. Workforce analysis
    • Do you have the right amount of people assigned to the appropriate inventory of work?  How many people do you need to handle open enrollment this year?  Take the guessing out of staffing;  WorkiQ provides data on actual activity and work productivity, giving you true FTE analysis to insure you have the team for the workload.
  4. Real-time and accurate performance data
    • Identifying top performing teams and individuals is critical to building a culture of accountability and high employee engagement.  Real-time workforce analytics provides the operational intelligence necessary to evaluate true staffing needs, reduce outsourcing, and lower the overall costs of operations. By providing real-time dashboards with insights into the actual performance at any given moment your managers will be empowered to make “in the moment” coaching and guidance for optimal performance.
  5. Spotting process deficiencies
    • Organizations can’t always see the different steps it takes to process a transaction within their operations.  By employing analytics to visualize the work path, you can identify the critical details needed to reduce bottlenecks.  Then these processes can be eliminated or automated through OpenConnect robotic process automation.

Analytics for Insurance Summit

OpenConnect CEO Dr. Edward Peters to Discuss the Potential of Technology and Data Capture at the Analytics for Insurance Conference

Dr. Peters will be featured in a session at the Analytics for Insurance Conference titled “Understand how analytics is changing claims handling and underwriting”

Dallas, TX, March 20, 2015 – OpenConnect, a leader in operational intelligence and workforce analytics software, today announced that CEO Dr. Edward M.L. Peters will be a featured speaker and panelist at the Analytics for Insurance Conference on March 25-26 in Chicago. Dr. Peters will focus on how technology and analytics can make claims handling more efficient and transparent.

The claims handling process involves massive amounts of data, but unfortunately much of this data has historically not been able to be tracked and measured in a meaningful way. Emerging technologies and the use of analytics that are capable of tracking this data can enable a new age of innovation and improvement in the claims handling process.

This session will look at a number of key areas in which automated processes and analysis can improve the claims process – in detecting fraud, reducing costs and creating real-time and actionable data. Dr. Peters will focus on how to identify and utilize previously un-captured data in ways the industry has not seen before. The ability to capture this data creates valuable and actionable analysis that can lead to greater efficiencies.

“In the claims process, only a small portion of the data are readily available for analysis, with a large portion going un-captured and therefore unavailable to analytical efforts,” said Dr. Edward Peters, Chief Executive Officer, OpenConnect. “‘Dark Events’ are discrete actions that affect the state of claims and normally go un-captured and un-recorded by most claims processing and analysis systems.  It is through the discovery, capture and analysis of ‘Dark Events’ that major improvements can be uncovered and realized.”

The Analytics for Insurance Conference takes place March 25-26 at the Hilton Chicago/Magnificent Mile Suites in Chicago, IL. Dr. Peters will speak on March 25th from 4:30pm – 6:00pm.

 

Media Contact

Tracy Donalson
Weber Shandwick, for OpenConnect
469-375-0236
tdonalson@webershandwick.com

Fitness Trackers Set Precedent for Work Performance Management

Last week, Microsoft joined Fitbit, Nike, Jawbone, Samsung, Garmin and just about every other electronic gadget maker in the fitness tracker craze. Over 3.5M fitness bands can be found in U.S. households, and unit sales continue to grow over 500% year-over-year (source). Clearly consumers have demonstrated the desire for performance measurement tools like the Fitbit in their personal lives. However, business managers should also take notice of the lessons learned from fitness trackers.

With a fitness tracker, you can establish a baseline, automatically track your daily activity, and hold yourself accountable for your progress. For companies, a “work fitness tracker” would allow employees to measure personal improvement over time, eliminate self-reporting, and increase engagement through real-time peer-comparison. In less obscure terms, a “work fitness tracker” would resemble “performance analytics”, but with real-time dashboards specifically designed for each employee.

A good “work fitness tracker” should include the following features:

Real-Time Activity Monitoring – If your fitness tracker had an overnight delay on your step count report, then you would never know if you need to take a few more steps today. A “work fitness tracker” needs to deliver clean, reliable, and consistent performance measurement in “real-time” so associates can brag about successes, or request “in the moment” coaching while activity is fresh.

Process Categorization – Good fitness trackers can tell the difference between a high-impact workout and a casual stroll through the parking lot. In the office, all activities do not generate the same productive value. Productivity is more than a daily report on widgets produced or claims processed. Some widgets are harder to make, and some claims are harder to process. If the only basis for evaluation is NET production, then workers are incented to tackle the fastest and easiest work units, instead of the most valuable tasks. To evaluate “true” productivity, activities and processes should be categorized to identify time and throughput of high-value activities.

Bottlenecks – Are there tasks that drain an unnecessary amount of time for little benefit? Good work performance management should be able to identify processes and applications that slow down performance. If only a subset of workers are dragged down by a slow process, then training from “top performers” may help. If the sluggish process is universal, then a replacement application, new workflow, or automation may be necessary.

Automated Data Collection – Improved visibility should not require hours of manual data-entry. Fitness trackers are popular because, in general, they don’t require any additional effort to track activity. Speaking with a potential health insurance customer last week, I was shocked to learn that their claims processors spend about an hour per day self-reporting on their activity. Within the last two years, both McKinsey and IDC posted similar summaries on back-office reporting, but the time drain was closer to 20% of NET FTE hours.

Every minute that an associate wastes cataloging their actions, is a minute that they are unable to add value to your company. In addition, self-reporting is subjective, potentially inaccurate, and rarely consistent. Instead of forcing workers to prove their worth through laborious activity logging, collect the data automatically via remote desktop analytics, speech/text analytics, geolocation, or the wide range of measurement technologies relevant to your industry.

Historical Performance – Experience and tenure should lead to increased efficiency. Workers should have on-demand statistics on how their performance has changed over time. They should not be left in the dark until periodic performance reviews to learn how they have progressed compared to their goals. In addition, managers should know if performance has suffered due to a new initiative, application, or process.

Leaderboards – People have an intrinsic desire to compete, and most trackers have social functions that allow friends to motivate each other. A valuable “work fitness tracker” highlights performance achievements to identify & reward top performers, socializes metrics your company cares about, and “gamifies” the workplace.

The concept of “gamification” in the workplace has grown in popularity over the few couple years. If you remember Maslow’s Hierarchy of Needs, gamification works by fulfilling our need for esteem and self-actualization.

“Traditional notions of management are great if you want compliance. But if you want engagement, self-direction works better.” – Dan Pink: The puzzle of motivation, TEDGlobal 2009

While a carrot and stick approach to management attacks an employee’s primal need for safety in the form of a steady paycheck, leaderboards and peer-recognition fulfil people’s higher-level need for engagement, achievement, and respect. In his TED Talk on motivation, Dan Pink, author of Drive: The Surprising Truth About What Motivates Us, does a great job explaining the social science behind intrinsic motivation, and how it leads to quantifiable performance improvements.

Socialized performance achievements via simple interactive leaderboards and improvement graphs are an easy way to tap into this intrinsic motivation. In addition, they provide an easy forum to highlight activities your company deems to be high-value.

Find Your Work Fitness Tracker Now

The bottom line is that people want to be engaged, and they want their efforts to be recognized. Fitness trackers accomplish this for healthy living, but similar features can be used in the office for intrinsic motivation, increased performance, and less reliance on self-reporting.

There are a variety of remote analytics software suites that can scale to a wide range of budgets, industries, and back-end systems on the market today. Real-time workforce analytics software like WorkiQ from OpenConnect, for example, can be fully deployed within a week with ROI in less than 90 days. To learn more about workforce analytics and WorkiQ, please visit openconnect.com/workiq.

Request WorkiQ Demo