CASE STUDY:
Streamline Information Delivery through a Digital Mailroom
Nonprofit Healthcare System Achieves Compliance and Reduces SLA Penalties by Leveraging OpenText Intelligent Capture/Captiva
100
Compliance for federally mandated audit trails
90
Reduction in SLA penalties
Business Challenge
- Key patient medical and insurance information delivered to the customer through paper mail
- Robust audit trail required for incoming paper patient communications
- Physically challenging to deliver incoming paper mail to a distributed, remote workforce
- Missed existing SLAs due to delayed paper mail routing impacted CMS Star ratings and federal reimbursements
- Multiple incoming channels for patient information overwhelmed the staff
Solution
- Automated the capture and classification of all incoming paper mail through the OpenText Intelligent Capture (Captiva) platform
- Aligned the mailroom ingestion requirements with existing information triage and routing channels
- Integrated the digital mail delivery with existing information sharing processes
- Built SharePoint Flows to validate the mail classification and review of the actionable tasks
Benefits & ROI
- Enabled a single customer channel for all incoming patient and insurance information
- Improved compliance with the CMS Star rating process
- Provided a solution for tracking the paper mail audit trails
- Delivered a solution for tracking staff access to information and meeting of SLAs
- Streamlined the access to important patient and insurance information for remote workers
