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Streamline Information Delivery through a Digital Mailroom

By March 11, 2022March 14th, 2022Uncategorized


Streamline Information Delivery through a Digital Mailroom

Nonprofit Healthcare System Achieves Compliance and Reduces SLA Penalties by Leveraging OpenText Intelligent Capture/Captiva


Compliance for federally mandated audit trails


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


  • 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