During Covid-19, all the industries took a big hit on their workload, except the insurance industry. This pandemic increased the work of insurance companies manifold due to unprecedented number of claims being made. In addition to that, a lot of employees working remotely made the situation even more difficult.
One of the biggest insurance providers of North America ran into exactly same problem. It saw its daily requests for insurance claims and doctors’ visits more than double during this time. As the situation started becoming unmanageable, it turned to Genesis NGN for help.
Genesis NGN is a leader in Digital Transformation space and creates innovative solutions to help its clients digitize complex manual processes. Having worked in Insurance industry in the past, Genesis NGN is aware of the underlying processes as well as compliance related requirements.
Team at Genesis NGN took a lead to solve this unprecedented situation for this insurance provider. It devised a solution that not only helped in the short-term but brought in ongoing improvements in the long-term as well.
To start with, it successfully implemented a Product Strategy outlining the vision, product opportunity, requirements, go to market strategy and technology vendor partnership plan for over 1.5M members of this insurance provider.
It then implemented the virtual health assessment, claims and pharmacy checkout functionality for members seeking COVID-19 assistance.
The solution provides the insurance provider to:
- Enable virtual health sessions for doctors and patients.
- Take direct control of matching prior and current authorizations for doctor’s visits.
- Expand their pharmacy prescriptions through tracking medication prescribed to policy holders
- Enhance patient and doctor customer experience resulting in increased satisfaction rates and retention.
This resulted in over $17M of potential savings per state through reduction in operational costs. In addition to this, it enabled the insurance provider to manage this increased workload efficiently, without impacting the service quality. And in the long run, this solution will enabled the insurance provider to scale up easily.
Hrydyesh Garg, Sr. Vice President of Genesis NGN has this to say on this achievement: “This was an unprecedented situation for everyone. When we were approached by this insurance provider, we realized that we are not just helping the company, but also the 1.5 M members who need claims to be processed correctly and in a timely manner. We feel very happy that our solution was able to solve the situation for everyone.”
Covid-19 has shown to all the organizations a definite need for digital transformation, so that the processes are more agile and lend themselves to the new normal. Companies like Genesis NGN are helping them take the plunge.