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!

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.

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.

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 openconnect.com.

Request WorkiQ Demo

Media Contact

Greg Wise
Weber Shandwick, for OpenConnect
512-794-4716
gwise@webershandwick.com

Recorded Webinar — Improve Claims Processing Through Workforce Analytics

Webinar hosted by AHIP and WorkiQ recorded on December 9, 2014, featuring Molina Healthcare

Using technology to empower efficient claims processing

WorkiQ measures the activities of your back office team in real-time. With this data you can be proactive in re-capturing non-productive time and increase productivity in the process.

Molina Healthcare will discuss their experience using technology to support and improve claims operations. Areas such as process improvement, employee performance score carding and employee efficiency can all be directly impacted if the right technology is implemented.

Discussion topics include:

  • Electronic time motion study
  • Measuring claims examiners based on standards
  • Comparing claims examiners to their peers
  • Comparing time spent in productive activities that drive engagement

This webinar will explore emerging best practices using big data in capturing and measuring back office productivity. Armed with accurate and real time 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.

What you will learn by attending:

  • How providing visibility through real time collection, measurement and on-going monitoring can impact productivity in claims operations
  • Reporting and dashboard strategies to effectively improve employee engagement
  • The power of an engaged workforce with an active voice in the productivity measurement approach and interpretation

Click here to see the recorded webinar.

Top Workplaces…

Aren’t customer relationships the best?  Often so many companies take them for granted as simple transactions. It is always more enjoyable to see how as our relationship’s expand and support our customer success’ whether it directly relates to our solution or not.  Fortunately, we have the benefit of exploring different company cultures and the people that make those cultures thrive. See our own Jennie Boeckmann, Account Executive and Molina Healthcare’s Paul Muench in sunny southern California after a project status review and on their way to lunch (or happy hour)!     We’ve enjoyed getting to know Paul and his team for more than a year now and are very proud to be a part of their employee ecosystem.    And more impressive, take a look at how their culture is recognized by others… Just this year alone, Molina Healthcare has been recognized by at least 3 local markets with Top Workplace Awards.    Take a look at their much deserved accolades…

  • 2014 Top Workplace Award (June 6, 2014) Milwaukee Journal Sentinel
  • 2014 Governor’s Fitness Award for Outstanding Healthy Workplace Silver Level Winner for Molina of Michigan
  • Top N.M. Workplaces of 2014 for Molina Healthcare of New Mexico with a top 5 spot.

What an impressive list of accomplishments and congrats to our partner – Molina Healthcare!