Imaging Solutions Assists With Deployment of UnitedHealth Group’s Vision.
Industry:
Financial Services
Applications:
Mail Processing, Customer Service, Claims Processing, Correspondence Management, Document Inventory
Company:
UnitedHealth Group is one of the largest healthcare concerns in the United States today with access to more than 340,000 physicians and 3,200 hospitals, and whose policyholders submit tens of thousands of health claims and related documents daily.
Challenge:
UnitedHealth Group (UHG) wanted to efficiently handle the huge quantity of mail they received in the company’s two Remote Mail Operations. The technical support team for the Claim Operations Group embarked on a mission to supplant their current microfilm-based storage system with one that would allow immediate access to claim documents and corresponding paperwork, thus increasing customer service.
Solution:
UHG selected Imaging Solutions to develop a system that would automatically accept and store images and indexes from the scanning operation and enable approximately 7,000 call center and customer service personnel to have instant access to the images through their desktop devices.
The initial deployment was completed on time and on budget. The responses from the end users after the pilot period were remarkably favorable. It was then decided to roll the system out to the full, nationwide 7,000-user base – 30 days ahead of schedule.
Results:
The system was then named iDRS (Intranet Document Retrieval System) and was designated the corporate standard for image storage and retrieval. The expansion and continued development of iDRS has been an ongoing joint effort between Imaging Solutions and UHG. Numerous steps have been taken to continually improve the system’s ability to store more information and reduce the response time for end users. UHG now scans approximately 1,200,000 pages per day and successfully retrieves thousands of images daily .
The iDRS system also serves as a backend file repository for a number of UHG systems including a new WorkFlow solution implemented by Imaging Solutions aimed at controlling document flow, reducing process time, and reducing costs.
UHG continues to seek out areas within the organization where the power of iDRS can improve customer service, reduce operational costs, and leverage the original investment in infrastructure at incremental cost.
For more information, contact Imaging Solutions at 203-294-6300 or visit http://www.imagingsolutions.com