The Challenge: 

The health plan client was grappling with inefficiency and frustration caused by their outdated method of deploying customer service personnel. Their manual onboarding process created a labyrinth of obstacles, particularly during peak seasons like enrolment, disrupting training sessions and leading to high attrition rates.

Operating within the tightly regulated healthcare sector, the client could only initiate training for new hires once access to essential systems was granted. This bottleneck not only delayed access to critical training systems and hindered productivity but also compromised data integrity, security, and compliance, posing a significant risk to their bottom line.

Recognizing the urgency of the situation, our team approached the client ahead of AEP 2023 with an innovative proposition: an AI-driven automation solution designed to streamline the cumbersome data entry process for new hires in their client’s systems.

The Solution:

Armed with our solution, we embarked on a collaborative journey with the client, tailoring our approach to their specific requirements. Through an exhaustive process discovery and mapping exercise, we delved into the current situation, identifying pain points and opportunities for improvement.

Drawing upon these insights, our team crafted an Intelligent Automation solution geared towards optimizing and accelerating the onboarding processes, particularly for the client’s AEP ramp.

Here’s how it works. When onboarding or offboarding requests are received via email, the automated process springs into action. It begins by verifying and validating the request, ensuring accuracy and completeness. Then, seamlessly and without error, it enables access to necessary systems within predefined timelines. Upon offboarding, access is promptly revoked to safeguard data privacy and uphold security standards.  The solution sends status confirmations to relevant stakeholders, providing peace of mind and ensuring transparency throughout the process.