Client: Largest Health Insurer in Illinois

Industry: Healthcare Insurance

Project Type: Redesign & Implementation

Business Issue:

In the mid-1990s, the client had substantial opportunities to improve its level of customer service.  Of 19 competitors, the client was ranked last in the amount of time it took to complete a new group enrollment.  Prior to revamping the group membership system, the client needed assistance to review the existing work flow processes, identify the changes required to achieve dramatic improvements in customer service, and substantially reduce the cost of the new group enrollment process.
 

Actions:

• Adjusted the current design for the New Membership System (NMS) to leverage a portable, intelligent, and easy-to-use automated checklist to guide team members through account setup
• Reviewed client’s hardware and software platform, systems development methodology, and project organization structure to identify a new membership system solution
• Restructured teams to process all enrollment-related work, including proposal and renewal work flows