Improve Claims Data Processing Throughput
My Role
- Guerilla Research
- Guerilla Design
- Guerilla Build
Summary
Created a dirt-cheap interface that allowed the team to meet our 100% quarterly update goal.
Problem
The data processing team was getting overwhelmed as Healthentic grew. Teams were confronted with multiple status meetings to coordinate hundreds of complex claims files.
Data processing needed to scale as Healthentic's business grew. Healthentic processed carrier data for over fifty large employers. Each employer had an average of four and half carriers that submitted data quarterly. Many of the files had quality issues or had formatting changes quarter after quarter.
When I was asked to serve as the COO, the first thing I did with the new CEO was define metrics to track. I collected information from the data team and finally created a quick and dirty dashboard to make the work visible.
Solution
- Created a super cheap and simple dashboard - that was visible to the entire team
- We achieved 100% quarterly delivery within months
- Cost of quarterly customer data processing was cut in half
Driven from Existing Data Sources
The organization had a complex network of data sources. It was not a problem of a lack of data, but rather too much. Multiple statuses that constantly changed, missed hand-offs and lack of follow-ups were happening for the first time.
We needed an aligning goal and set of metrics to track. We decided that our overall goal was to update every client every 90 days. We just needed visibility into the complex carrier data status updates. We realized that new sales were a complicating factor for on-boarding new clients. The solution was to show the customer data dashboard next to the sales dashboard for greater cross-functional visibility.
