Getting Away From Self-Reporting

Have you ever felt very satisfied with the completion of a workday or project just to realize you still need to document your time and/or items of work completed? Looking for more productivity from your team, but still requiring them to provide mandatory self-reported time/work sheets?

Many back office operations, particularly in Health Plans, have an excessive amount of self-reporting. Still using spreadsheets that are difficult to roll up to a group level and take a lot of time to insure individual inputs are correct is an amazing time killer. Others use simple web based applications which rely on accuracy of the reporter, while believe it or not some plans still use paper, pencil and stop watches.

Self-Reporting is a root cause of several common operational deficiencies:

  • Too many costly work hours spent completing forms and combining spreadsheets
  • Consistency in the definitions of work across multiple groups and individuals lead to errors
  • Accuracy of data is dependent on those inputting the information, again leading to errors or misrepresentation
  • Without real-time data; managers cannot make decisions to impact inventory quickly

Using automated capture and reporting of work streamlines operations and provides real-time data. Take a look at WorkiQ as an example using desktop analytics. While visiting our information take a swim through our Savings Calculator to see how much your operations might benefit from eliminating self-reporting.

CareFirst and OpenConnect to Present at Health Plan Claims Conference

 

 

For Immediate Release

September 17, 2015

 

Contact: Michael Cupps

(972) 523-6690

mcupps@openconnect.com

 

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 mcupps@openconnect.com.

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

OpenConnect at AHIP Institute 2015

OpenConnect is excited to sponsor and exhibit at  AHIP Institute 2015! There is an impressive line up of excellent speakers and topics. We look forward to spending time with our customers and potential customers in these sessions and throughout the exhibit hall.

We will be at booth #1149 on Wednesday 6/3 Noon to 7pm and all day on Thursday 6/4. Stop by for a demonstration of desktop analytics and ask about automation solutions. We can share how our Health Insurance customers are seeing significant payback and benefits using these tools.

Join us for southern hospitality and country music with the great Martina Mcbride on Wednesday evening! See you in Nashville!

 

Analytics for Insurance Conference – Canada

OpenConnect’s Michael Cupps to Discuss the Future of Technology and Data Capture at the Analytics for Insurance Conference

Mr. Cupps will be a featured speaker at the Analytics for Insurance Conference session titled “Improve claims processing by identifying & understanding ‘dark events’”

Dallas, TX, May 4, 2015 – OC WorkiQ, a leader in workforce intelligence and business process analytics software and services, today announced that Senior Vice President Michael Cupps will be a featured speaker and panelist at the Analytics for Insurance Conference, May 11 – 12 in Toronto, Canada. Mr. Cupps will focus on how analytics can make the claims process more efficient and transparent.

The claims handling process involves large amounts of data, but unfortunately much of this data has historically not been tracked and measured in a meaningful way. Emerging technologies and the use of analytics that are capable of tracking this data are crucial to the future of the claims handling process.

Prior to the panel discussion, Mr. Cupps will deliver a presentation on understanding Dark Events, which are discrete actions that occur in the processing of a claim. The panel discussion will cover a number of key areas related to the role of analytics in the claims process. The additional capabilities that analytics enables – from developing new predictive models, to providing more insight into previously opaque aspects of the claims process – will be crucial to the evolution of the industry. Mr. Cupps will focus specifically on how to track and utilize previously unusable data in ways the industry has not seen before.

“As with any production process, the efficiency of the claims process solely depends on the knowledge of the best path to completion. In reality, that knowledge or visibility is not always clear,” said Michael Cupps, Senior Vice President, OC WorkiQ. “The only way to improve that process is to remove ‘Dark Events’. These are discrete actions that affect the state of claims, and normally go unrecorded by most claims processing and analysis systems.  Being armed with the ability to capture this data creates valuable and actionable analysis that can lead to greater efficiencies.”

The Analytics for Insurance Conference takes place May 11 – 12 at the Westin Prince Toronto. Mr. Cupps will give his presentation on May 11 from 2:50 p.m. – 3:10 p.m., and the subsequent panel discussion will take place from 3:30 p.m. – 4:00 p.m.

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

Analytics and Automation for the Back Office

5 reasons Back Office Operations are interested in workforce analytics & automation

  1. Measure in Real-Time
    On average US employees waste 2 hours a day beyond breaks and lunch hour. Real-time workforce analytics will capture activity in real-time of all associates, even those at-home, to identify productive and unproductive practices. WorkiQ captures all counts, time, and outcomes of activity so work can be categorized and managed.
  2. Manage in Real-Time
    Employees perform at varying levels of productivity and efficiency based on training, engagement, experience, and even acute situations in their personal life. Effective managers need reliable operational intelligence to identify if workers need training or if they are not optimizing work hours. WorkiQ provides the operational intelligence needed to identify, improve, and reward employ­ees through real-time management dashboards.
  3. Improve in Real-Time
    Dramatic productivity improvements start with increased engagement. Through awareness, scorecards and gamification; WorkiQ work­force analytics delivers a wide range of reports that empower people at every level of the company to compete and engage. Through real-time metrics, as opposed to infrequent performance reviews, associates know how they are performing in com­parison to their peers, where they excel, and where they can improve. Managers can compare employees with accurate stan­dards, reward superstar performers, and see where their team ranks against other groups or departments.
  4. Optimizing labor costs
    Companies using data-driven decision-making were, on average, 5% more productive and 6% more profitable than their competitors. Back office operations largest cost is labor. By using WorkiQ, you are able to identify empty labor and recapture productive hours, identify the true need for overtime costs, and utilize real-time data to measure the ability to work the inventory.
  5. Robotic Process Automation
    A natural utilization of operational intelligence is identifying opportunities for robotic process automation (RPA). Identifying and replacing routine or repetitive back office work with software robots enables companies to save considerable expense. Insurance companies, for example, use robots for their claims / auto-adjudication improvement. With a complete solution to identify, configure and execute, OpenConnect automation provides a complete solution providing significant savings back to your company.

Desktop Analytics for HR

5 reasons HR is interested in desktop analytics

  1. Accurate and real-time performance measurement
    Identifying top performing teams and individuals is critical to building a culture of accountability and high employee engagement. WorkiQ 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 provide guidance for optimal performance.
  2. Increase employee engagement
    Companies with “Highly Engaged” employees outperform other companies by 23%. Identifying areas based on true performance measurement to reward top employees is difficult for most companies. Real-time workforce analytics provides the ability to see in real-time top performers. With this info companies can introduce gamification, leader boards, and rewards systems to encourage new levels of engagement.
  3. Identifying hidden potential
    Analytics can be used to identify high-performing teams and individual team members. Analyzing patterns of successful work results enables companies to spot individuals who outperform their peers, utilize their time efficiently, and analyze the best use of business applications to complete the job at hand.
  4. Identify coaching opportunities
    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. Real-time collection and reporting reveals instant performance measurement of both in-house and remote employees it allows for “in the moment coaching” opportunities and significantly recaptures empty labor hours.
  5. Sourcing Big Data for 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 providing true FTE analysis insuring your company has the right size team for the workload.

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