Advanced WorkiQ Training

OpenConnect has introduced new advanced training packages that enable our customers to maximize the value of their WorkiQ investments.

WorkiQ, the first desktop analytics suite designed specifically to measure back office operational intelligence, is fast becoming a standard in claims, enrollment, and membership in the largest Health Plans in North America.   Our customers are seeing, on average, a 3-5 month payback in savings and productivity efficiencies.

The new advanced training programs are designed to support growth into new teams or business units, enhancing the usage of the data through new reports and dashboards.   The training is provided either on-site at a customer location or it can be delivered virtually for remote teams.   Below is a brief description of the new courses.

WorkiQ Advanced IT Training (1 day)

The Advanced IT Training provides more in-depth server maintenance and troubleshooting tips including database queries and health checks.

WorkiQ Advanced Admin Training (1 day)

The Advanced Administration Training goes deeper into employee management and trouble-shooting, covering license management, Gatherer status checks and using Gatherer Groups to separate Gatherers for troubleshooting or testing new features.

WorkiQ Advanced Report Training (1 day)

The Advanced Report Training takes WorkiQ reporting to a new level, with instructions on how to add external reports and build custom web pages that can be displayed through WorkiQ, as well as tips on using the Chart Wizard and Datasets.

WorkiQ Mentoring (1 day)

WorkiQ Mentoring can be used for more personalized, one-on-one training on any topic or area of WorkiQ.

WorkiQ Process Training (1 day)

Process Training teaches WorkiQ Administrators how to define and implement Processes and view the results of the Process Data through WorkiQ reports.  Process Training includes use of the Desktop Designer – WorkiQ’s tool for designing panels for Processes.


If your organization is ready to enhance your usage and knowledge of WorkiQ, please contact your Account Executive for pricing and availability.


We’ve Come a Long Way

Recently my colleagues and I were discussing the ‘old days’.  Several memories came back to us.  They included having only 2–3 channels on the TV, and for some of us old enough to remember color vs. black & white screens.  At the time there was no remote control, progressing to today where we have too many on the coffee table.  Now we have access to any show, any time, streaming anywhere we want.

Banking was more difficult than today.  Back then the only way to conduct business was with a human at a branch.   Then came the ATM which revolutionized self service.   Now we have on-line capabilities to pay on demand and schedule payments on a recurring basis, eliminating the requirement to involve human activities.

Letters turned to faxes, faxes turned to emails, emails are now being taken over by texts, Skype and other IM software.

We’ve come along way since those days, and technology continues to improve our lives.  The same can be done for automating your operations.  The back office of Health Plans has volumes of repetitive work to be completed in Claims and Enrollment.   In most cases today, this work is all manual.   With the increasing volume due to ACA many plans are being forced to pay significant overtime or outsource more work.  Due to this demand new people make mistakes and those easy tasks turn into more rework events.  It is time to evolve in the back office much like the TV and banking.

Robotic Process Automation (RPA) has improved the first pass rates of insurance companies in astounding numbers.  One customer saw their auto adjudication increased from 77% to 92.4% in just a few years.  They are saving millions annually by controlling labor costs.   Because robots work 24 hours they are processing more claims per day.  Large or small firms producing repetitive work can benefit from RPA by augmenting with Robots.  Imagine what that could mean in your organization.

When you think about all that technology has done for us in our personal lives, why not improve our corporate lives too?  It’s worth looking into automation, analysis and overall improvement of your organization.

OpenConnect automation


Smarter Work Through Workforce Analytics

As identified in our latest blog from Ed, “Achieving Rapid Payback on Real-Time Workforce Analytics…”, labor costs, overtime, contract workers and lost time due to ineffective measurements… are all challenges back office operations experience today. Now let’s take a few minutes to explore how your operation can get on the road to achieving that pay back in those significant loss areas.

There are 3 basic steps to a return on investment using workforce analytics.   Measure in real-time, Manage in real-time and Improve in real-time.   Let me explain further…

Current methods of self-reporting or attempting to gather information from multiple systems and consolidating to a single dashboard have proven either inefficient or inaccurate.   The only true method to payback is by instrumenting systems and processes that enable your People to have the data at their fingertips, providing the opportunity to “coach in real time”.   This approach has proven to provide real Results based on a Smarter Work approach.

Measure in real-time – By instrumenting your enterprise systems (desktops, virtual environments such as Citrix or the mainframe) your operation can begin collecting valuable big data on applications and websites being utilized; idle time, and time spent outside of productive applications. Without this real-time measurement, operations have little control over the timing of business agility or outcomes.  

Manage in real-time – Once this data is available to managers and directors decisions can be made in real-time about staffing, overtime and inventory distribution. These decisions can be made today vs. waiting for self-reporting or consolidated decisions that may be available tomorrow or later in the week.   These decisions can be based on facts in the moment regardless if staff is in the office, working from home, or even part of an outsourcing contract.

Improve in real-time – Now that decisions are being made on inventory and work. Overall team performance improvement begins to happen.   Recapturing lost time is finding new opportunities to improve individual performance, which rolls up to overall team improvement. Managers can now locate their true top performers to reward and recognize them, thus creating a culture of accountability and engagement.   Based on a Gallup Poll in 2013, “Companies with a highly engaged workforce outperformed other companies by 23%.”   Smarter Results!

WorkiQ is impacting back office operations in this manner today with immediate payback. It has been exciting to see the improvements our customers are attaining in months not years.

What is your WorkiQ?”

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