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Challenge: A national Health Maintenance Organization (HMO) needed to implement a new claims processing system to reduce claim processing time and errors as well as enable better customer service. The Customer Service Representatives (CSRs) had to be proficient in the new system at rollout. The CSRs were geographically dispersed in multiple service centers and turnover was high.
Solution: DBMI began at project inception by providing assistance to make the design of the user interface clear and user-friendly. Then, concurrent with system development, DBMI worked with representatives from the IT department and representatives, including CSRs, from the claim processing organization to develop training. As a result, the training materials were up-to-date with all last minute system changes, reflecting the CSRs’ business environment. The training was completed and CSRs were prepared when the new system went live.
The blended training consisted of three primary components:
- Web based training (WBT) was used to provide a highly interactive simulation of the new claims processing system.
- Classroom sessions were used prior to the WBT to set the stage with an overview of the system and an introduction. A session after the WBT addressed individual CSR questions.
- Rich media presentations delivered over the web by senior management from corporate, IT and claims processing kept CSRs up-to-date on the system development, the benefits to the organization and its customers, and the CSRs’ importance to the success of the implementation.
Business Impact: The result? The quickest and smoothest rollout of a new system in the organization's history. Claims processing errors declined dramatically. Training CSRs hired after the system rollout was more timely and less expensive. CSR turnover was significantly reduced because the CSRs were comfortable with the new system and experienced less job-related stress. The HMO estimated its cost savings to be in excess of $25 million. |
