CareFirst and OpenConnect to Present at Health Plan Claims Conference



For Immediate Release

September 17, 2015


Contact: Michael Cupps

(972) 523-6690


CareFirst, OpenConnect to Discuss Improvement

of Claims Auto-Adjudication

CareFirst Vice President of Large Group Operations to serve as featured speaker at the

Health Plan Claims & Service Operations Conference


Michael Cupps, OpenConnect Senior Vice President, and Sally Miller, CareFirst BlueCross BlueShield (CareFirst) Senior Vice President of Operations for Large Group Strategic Business Unit, will serve as featured speakers and panelists at this year’s Health Plan Claims & Service Operations Conference on October 26, 2015.


Cupps and Miller’s panel will focus on key areas in which analysis and automation can improve the claims process by reducing costs and decreasing pended claims. Miller will speak to CareFirst’s success in significantly improving operations through the identification and utilization of previously uncaptured data, and the capacity to deploy software robots to process work.


“The opportunity to improve operations first pass rates and to demonstrate significant savings for health plan claims is a prime target for RPA,” said Cupps. “Utilizing analytics to target the most costly claims or edit codes, then automating them allows organizations – as CareFirst has demonstrated – to optimize human capital, improve customer service and lower administrative costs in an increasingly competitive market.”


WHAT: Health Plan Claims & Service Operations Conference


WHO: Sally Miller, CareFirst Vice President of Operations, Large Group Strategic Business Unit and Michael Cupps, OpenConnect Senior Vice President.


WHERE: Westin Las Vegas Hotel, 160 E Flamingo Rd, Las Vegas, NV 89109.


WHEN: Monday, October 26 – Tuesday, October 27, 2015. Miller and Cupps will speak on October 26 at 1:10 p.m.


CONTACT: Michael Cupps at (972) 523-6690 or

Managers Dilemma: How Can Employees Compare Performance?

Can your employees track their daily performance, or do they have to wait for a manager review? Do they know where they need training or when they excel at a process? In this manager’s dilemma, I walk through a “Peer Productivity Comparison” Dashboard in WorkiQ, explain how desktop analytics can help your employees diagnose their own performance.

This workforce analytics dashboard displays:

  • The number of work processes a single user completed over several days. (ie. insurance claim, IT ticket, enrollment application, etc.)
  • The average time this user needed to complete each work processes.
  • The average time this user spent performing defined tasks (sub-processes) within a process each day.
  • This same information above for the user’s team, so each employee can compare performance to their peers.

Request a WorkiQ Demo

Managers Dilemma: What Processes Consume an Employee’s Day?

Do you really know all the processes that consume your employee’s time? Do top performers spend more time in specific work processes? What time-consuming activities should you consider for process improvement or automation? In this manager’s dilemma, I walk through a “Processes by Time” Dashboard in WorkiQ Desktop Analytics, and point out a few key insights that managers should know about process time.

This dashboard displays:

  • The average amount of time to complete a defined process.
  • The NET amount of time spent in each process over several days.
  • The average and NET time spent performing defined tasks (sub-processes) within a process.
  • The NET amount of time spent outside of defined processes.

This WorkiQ Desktop Analytics dashboard can be adjusted to report a range of dates, a specific employee, or a group of employees.

Request WorkiQ Demo



The Positive Impact of “Big Brother” Software

When first introduced to the concept of desktop analytics, people often draw comparisons to Net Nanny® or George Orwell’s “Big Brother”. WorkiQ Desktop Analytics, for example, is not tracking passwords or bank accounts, but the software does monitor an employee’s computer-based activity in real-time. Initially, this concept may be unsettling to a measured associate, but desktop analytics can improve productivity, eliminate uncertainty, and potentially provide new insight into “actual” performance.

Hawthorn Effect (aka. The Observer Effect)

People, who know they are being observed, typically improve their behavior. Our customers report an average 10% improvement in productivity after three months of sharing activity reports with their users. Within the first 3 months of measurement, we have seen productivity spikes up to 26%.

This does not mean that someone surfing Facebook all day will become a model employee when monitored, but he will be more aware of his actions. Every company will have A+ and C- workers that set the curve, but simply knowing there is a grade will improve the class average.

Flexible Workplace

Over the last few years, HR analysts have found that professional employees, especially millennials, have prioritized workplace flexibility. Employers that allow flexible hours, telecommuting, and less micro-management are able to attract more qualified candidates. However, employers cannot abandon all oversight.

Desktop analytics can serve as a tool to manage telecommute workers with in-office visibility. It also provides an evolved alternative to social media blocking. Instead of forcing employees to hide their social media addictions, companies with desktop analytics can measure time spent in productive vs. non-productive activities. Molina Healthcare’s employees deliver 6.5 hours of productive time per day, and associates are free to use the remaining time as they please.

The Workplace Fitbit

In addition to measuring application usage, WorkiQ can track how employees process work, even when jumping between several systems. Smart managers are using this crystal ball to build culture of transparency, collaborative process improvement, and performance-based rewards. This starts by providing analytics dashboards to both managers and measured employees, then socializing team productivity and performance. Real-time reinforcement keeps employees engaged and competitive, and eliminates the uncertainty that comes from infrequent performance reviews.

I elaborate on the idea of a workplace Fitbit in this blog: Fitness trackers set precedent for work performance management

To learn how a WorkiQ saved the job of an underutilized employee, continue reading Measure Twice – Cut Once.

Press Release — New Version of WorkiQ

OpenConnect Launches Upgraded WorkiQ Workforce Performance Measurement Software

Dallas, TX, January 21, 2015OpenConnect, a leader in business process intelligence and workforce analytics software and services, today announced WorkiQ 6.3, a new generation of the company’s successful workforce performance measurement solution. The new version of WorkiQ software provides even greater visibility into how employees perform their work, and a more detailed understanding of employee productivity rates.

WorkiQ is used by some of the country’s largest insurance providers, government agencies and financial services organizations to identify and codify the workplace traits of their high-performers, allowing all staff to benefit from these best practices; automate recurring tasks that have proven to be error prone; and improve employee engagement and accountability.

The new version of WorkiQ features the following enhancements:

  • Google Chrome Support – as many employers have implemented web-based applications, understanding work activity inside the browser is vital; WorkiQ 6.3 adds support for Google Chrome to the existing support for Microsoft Internet Explorer and Mozilla’s Firefox.
  • Advanced data capture – WorkiQ 6.3 is equally adept at gathering performance data whether an employee is in-house at work on a desktop, or is a remote/work-from-home employee logging in through a virtual network connection. Now with version 6.3, WorkiQ extends that data capture ability into the mainframe application environment, recording not just when and for how long an employee is logged-in to a mainframe, but which applications are being used most often and in what ways. Permitting a real-time view into the amount of work being completed.
  • Enhanced Process Tracking – WorkiQ 6.3 also now ships with advanced process tracking capabilities making it easier to re-use processes and sub-process models for fast and efficient configuration. This permits customers to measure multiple types of work, and categorization of the type of work being completed. While WorkiQ has supported the ability to track processes previously, this new enhancement will save administrators the time and money otherwise spent configuring new processes, putting useful data back into the hands of the back office managers.
  • User-friendly interface and next-generation reporting – WorkiQ 6.3 provides a simplified interface for both the IT administrator supporting the application as well as the user/manager benefiting from the application’s data. Advancements in reporting allow manager’s to receive a holistic view of their employees’ work activities across all platforms and applications they touch during the course of the workday.

“Keeping employees engaged and setting them up for success is more challenging than ever,” said Dr. Edward Peters, Chief Executive Officer, OpenConnect. “We’re working in digital environments and contending with the continued bombardment of interruptions throughout the workday. WorkiQ makes it possible to help employees understand and focus on the traits that generate success, improve production and reduce their company’s operating expenses.”

Pricing and Availability

WorkiQ 6.3 is available immediately. Pricing varies depending on specific customer configuration needs. For more information, please visit

Request WorkiQ Demo

Media Contact

Greg Wise
Weber Shandwick, for OpenConnect

Webinar: Improving Employee Performance Through Measurement

With the MLR requirement of the Affordable Care Act, healthcare payers are challenged to find ways of improving operating margins through employee performance and workforce optimization. Operational efficiency starts with understanding exactly how time is being spent today and accurately measuring resources against the right inventory of work (claims, enrollments, etc) at the right time. Fortunately, new automated tools and methods of capturing and reporting this critical data allow front line managers to dramatically improve the productivity of back office staff.

This webinar will explore emerging best practices in capturing and measuring back office productivity. Armed with accurate and real time productivity data, this webinar will also discuss a best practices approach to systematically improve back office operations through coaching, employee engagement strategies, and improving overall team productivity to breakthrough levels of 30% or more.

You will learn:

  • How providing visibility through real time collection, measurement and on-going monitoring can impact productivity in back office operations
  • Best practice process improvement advice to enhance back office productivity
  • The power of an engaged workforce with an active voice in the productivity measurement approach and interpretation
  • Reduction of cost to gather workforce productivity in real time providing an increase in productivity by 30% or more


Jim Sinur, formerly Distinguished Analyst, Gartner Group, is an independent thought leader in applying business process management (BPM) to innovative and intelligent business operations (IBO). His research and areas of personal experience focus on business process innovation, business modeling, business process management technology (iBPMS), process collaboration for knowledge workers, process intelligence/optimization, business policy/rule management (BRMS), and leveraging business applications in processes. Jim is also one of the authors of BPM: The Next Wave.

Dr. Edward M.L. Peters is the Chief Executive Officer of OpenConnect, Dallas, Texas.  As a technology innovator and entrepreneur, Dr. Peters has received numerous awards including the 2004 Maryland Technology Council, Entrepreneur of the Year, the IBM/GUIDE International President’s Award, the R/A/D Award for Excellence in Repository-Based Application Development and a Lehigh University Williams Prize. He was also an Ernst & Young Entrepreneur of the Year Award Finalist in 2003, 2004 and 2010.

He is the author of numerous publications ranging from scholarly peer-review journals to popular media such as The Hill Congressional Newspaper, Forbes, and The Financial Times. He is also the author ofThe Paid-for Option, Using Process Intelligence to Close the Healthcare Knowledge Gap.