Getting away from Self-Reporting

Self-Reporting-Graphic-WorkiQ-Blog

Have you ever felt very satisfied with the completion of a workday or project just to realize you still need to document your time and/or items of work completed? Looking for more productivity from your team, but still requiring them to provide mandatory self-reported time/work sheets?

Many back office operations, particularly in Health Plans, have an excessive amount of self-reporting.   Still using spreadsheets that are difficult to roll up to a group level and take a lot of time to insure individual inputs are correct is an amazing time killer.   Others use simple web based applications which rely on accuracy of the reporter,  while believe it or not some plans still use paper, pencil and stop watches.

Self-Reporting is a root cause of several common operational deficiencies:

  • Too many costly work hours spent completing forms and combining spreadsheets
  • Consistency in the definitions of work across multiple groups and individuals lead to errors
  • Accuracy of data is dependent on those inputting the information, again leading to errors or misrepresentation
  • Without real-time data; managers cannot make decisions to impact inventory quickly

Using automated capture and reporting of work streamlines operations and provides real-time data.   Take a look at WorkiQ as an example using desktop analytics.   While visiting our information take a swim through our Savings Calculator to see how much your operations might benefit from eliminating self-reporting.

CareFirst and OpenConnect to present at Health Plan Claims Conference

For Immediate Release

September 17, 2015

 

Contact: Michael Cupps

(972) 523-6690

mcupps@oc.com

 

CareFirst, OpenConnect to Discuss Improvement

of Claims Auto-Adjudication

CareFirst Vice President of Large Group Operations to serve as featured speaker at the

Health Plan Claims & Service Operations Conference

 

Michael Cupps, OpenConnect Senior Vice President, and Sally Miller, CareFirst BlueCross BlueShield (CareFirst) Senior Vice President of Operations for Large Group Strategic Business Unit, will serve as featured speakers and panelists at this year’s Health Plan Claims & Service Operations Conference on October 26, 2015.

 

Cupps and Miller’s panel will focus on key areas in which analysis and automation can improve the claims process by reducing costs and decreasing pended claims. Miller will speak to CareFirst’s success in significantly improving operations through the identification and utilization of previously uncaptured data, and the capacity to deploy software robots to process work.

 

“The opportunity to improve operations first pass rates and to demonstrate significant savings for health plan claims is a prime target for RPA,” said Cupps. “Utilizing analytics to target the most costly claims or edit codes, then automating them allows organizations – as CareFirst has demonstrated – to optimize human capital, improve customer service and lower administrative costs in an increasingly competitive market.”

 

WHAT: Health Plan Claims & Service Operations Conference

 

WHO: Sally Miller, CareFirst Vice President of Operations, Large Group Strategic Business Unit and Michael Cupps, OpenConnect Senior Vice President.

 

WHERE: Westin Las Vegas Hotel, 160 E Flamingo Rd, Las Vegas, NV 89109.

 

WHEN: Monday, October 26 – Tuesday, October 27, 2015. Miller and Cupps will speak on October 26 at 1:10 p.m.

 

CONTACT: Michael Cupps at (972) 523-6690 or mcupps@oc.com.

Advanced WorkiQ Training

OpenConnect has introduced new advanced training packages that enable our customers to maximize the value of their WorkiQ investments.

WorkiQ, the first desktop analytics suite designed specifically to measure back office operational intelligence, is fast becoming a standard in claims, enrollment, and membership in the largest Health Plans in North America.   Our customers are seeing, on average, a 3-5 month payback in savings and productivity efficiencies.

The new advanced training programs are designed to support growth into new teams or business units, enhancing the usage of the data through new reports and dashboards.   The training is provided either on-site at a customer location or it can be delivered virtually for remote teams.   Below is a brief description of the new courses.

WorkiQ Advanced IT Training (1 day)

The Advanced IT Training provides more in-depth server maintenance and troubleshooting tips including database queries and health checks.

WorkiQ Advanced Admin Training (1 day)

The Advanced Administration Training goes deeper into employee management and trouble-shooting, covering license management, Gatherer status checks and using Gatherer Groups to separate Gatherers for troubleshooting or testing new features.

WorkiQ Advanced Report Training (1 day)

The Advanced Report Training takes WorkiQ reporting to a new level, with instructions on how to add external reports and build custom web pages that can be displayed through WorkiQ, as well as tips on using the Chart Wizard and Datasets.

WorkiQ Mentoring (1 day)

WorkiQ Mentoring can be used for more personalized, one-on-one training on any topic or area of WorkiQ.

WorkiQ Process Training (1 day)

Process Training teaches WorkiQ Administrators how to define and implement Processes and view the results of the Process Data through WorkiQ reports.  Process Training includes use of the Desktop Designer – WorkiQ’s tool for designing panels for Processes.

 

If your organization is ready to enhance your usage and knowledge of WorkiQ, please contact your Account Executive for pricing and availability.

 

ROI from Real-Time Desktop Analytics

Desktop Analytics ROI Image

Identifying top performing teams and individuals is critical to building a culture of accountability and high employee engagement.  Real-time desktop analytics provides the operational intelligence necessary to evaluate true staffing needs, reduce outsourcing, and lower the overall costs of operations. By providing dashboards with insights into the actual performance your managers will be empowered to make “in the moment” coaching and guidance for optimal performance.

Using your own data learn how your operations will save.   Try our new online Savings Calculator.

Three areas you can find savings.

Productive Hours

On average US employees waste 2 hours a day beyond breaks and lunch hour.  If your organization can re-capture part or all of this “empty labor” productivity will increase and your organization can do more work with the same staff.  WorkiQ provides real-time data showing the amount of time spent on productive and non-productive activities and categorizing the type of work that consumes the most labor hours.

Reducing overtime

According to a recent survey, Americans work an average of one hour of overtime each week.  Sometimes your the business may need overtime to get through peak periods but how do you truly know without accurate data?  WorkiQ provides real-time data showing where you may need more, or less, of the (work being done).

Eliminating self-reporting

Many companies only have self-reporting methods or use disparate data from multiple core systems to track the amount of work and time spent on various tasks.   These self-reporting methods rob your employees of time that could be spent doing real work.

Try our ROI tool and let us know what you think.

[button-blue url=”https://www.openconnect.com/roi/workiq” target=”_blank” position=”center”]WorkiQ Savings Calculator[/button-blue]

Analytics and Automation for the Back Office

5 reasons Back Office Operations are interested in workforce analytics & automation

  1. Measure in Real-Time
    On average US employees waste 2 hours a day beyond breaks and lunch hour. Real-time workforce analytics will capture activity in real-time of all associates, even those at-home, to identify productive and unproductive practices. WorkiQ captures all counts, time, and outcomes of activity so work can be categorized and managed.
  2. Manage in Real-Time
    Employees perform at varying levels of productivity and efficiency based on training, engagement, experience, and even acute situations in their personal life. Effective managers need reliable operational intelligence to identify if workers need training or if they are not optimizing work hours. WorkiQ provides the operational intelligence needed to identify, improve, and reward employ­ees through real-time management dashboards.
  3. Improve in Real-Time
    Dramatic productivity improvements start with increased engagement. Through awareness, scorecards and gamification; WorkiQ work­force analytics delivers a wide range of reports that empower people at every level of the company to compete and engage. Through real-time metrics, as opposed to infrequent performance reviews, associates know how they are performing in com­parison to their peers, where they excel, and where they can improve. Managers can compare employees with accurate stan­dards, reward superstar performers, and see where their team ranks against other groups or departments.
  4. Optimizing labor costs
    Companies using data-driven decision-making were, on average, 5% more productive and 6% more profitable than their competitors. Back office operations largest cost is labor. By using WorkiQ, you are able to identify empty labor and recapture productive hours, identify the true need for overtime costs, and utilize real-time data to measure the ability to work the inventory.
  5. Robotic Process Automation
    A natural utilization of operational intelligence is identifying opportunities for robotic process automation (RPA). Identifying and replacing routine or repetitive back office work with software robots enables companies to save considerable expense. Insurance companies, for example, use robots for their claims / auto-adjudication improvement. With a complete solution to identify, configure and execute, OpenConnect automation provides a complete solution providing significant savings back to your company.

Workforce Analytics for the CFO

5 reasons CFOs are interested in workforce analytics & automation

  1. Identifying empty labor
    • On average US employees waste 2 hours a day beyond breaks and lunch hour.  However, most companies only have self-reporting methods to track the amount of work and time spent on various tasks.  WorkiQ provides real-time collection and reporting thus revealing instant performance measurement of both in-house and remote employees.   
  2. Identify areas for reduction of overtime
    • According to a recent survey, average Americans work an hour of overtime each week.  Sometimes the business may need overtime to get through peak periods but how do you truly know without accurate data?  WorkiQ provides real-time data showing if empty labor is a potential symptom for excess overtime.  The solution can identify the amount of time spent on productive and non-productive activities and categorize the type of work that consumes the most labor hours.
  3. Workforce analysis
    • Do you have the right amount of people assigned to the appropriate inventory of work?  How many people do you need to handle open enrollment this year?  Take the guessing out of staffing;  WorkiQ provides data on actual activity and work productivity, giving you true FTE analysis to insure you have the team for the workload.
  4. Real-time and accurate performance data
    • Identifying top performing teams and individuals is critical to building a culture of accountability and high employee engagement.  Real-time workforce analytics provides the operational intelligence necessary to evaluate true staffing needs, reduce outsourcing, and lower the overall costs of operations. By providing real-time dashboards with insights into the actual performance at any given moment your managers will be empowered to make “in the moment” coaching and guidance for optimal performance.
  5. Spotting process deficiencies
    • Organizations can’t always see the different steps it takes to process a transaction within their operations.  By employing analytics to visualize the work path, you can identify the critical details needed to reduce bottlenecks.  Then these processes can be eliminated or automated through OpenConnect robotic process automation.

Recorded Webinar – Improve claims processing through workforce analytics

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Webinar hosted by AHIP and WorkiQ recorded on December 9, 2014, featuring Molina Healthcare

Using technology to empower efficient claims processing

WorkiQ measures the activities of your back office team in real-time. With this data you can be proactive in re-capturing non-productive time and increase productivity in the process.

Molina Healthcare will discuss their experience using technology to support and improve claims operations. Areas such as process improvement, employee performance score carding and employee efficiency can all be directly impacted if the right technology is implemented.

Discussion topics include:

  • Electronic time motion study
  • Measuring claims examiners based on standards
  • Comparing claims examiners to their peers
  • Comparing time spent in productive activities that drive engagement

This webinar will explore emerging best practices using big data in capturing and measuring back office productivity. Armed with accurate and real time data, this webinar will also discuss a best practices approach to systematically improve back office operations through coaching, employee engagement strategies, and improving overall team productivity to breakthrough levels.

What you will learn by attending:

  • How providing visibility through real time collection, measurement and on-going monitoring can impact productivity in claims operations
  • Reporting and dashboard strategies to effectively improve employee engagement
  • The power of an engaged workforce with an active voice in the productivity measurement approach and interpretation

Click here to see the recorded webinar.

Webinar: Improving Employee Performance Through Measurement

With the MLR requirement of the Affordable Care Act, healthcare payers are challenged to find ways of improving operating margins through employee performance and workforce optimization. Operational efficiency starts with understanding exactly how time is being spent today and accurately measuring resources against the right inventory of work (claims, enrollments, etc) at the right time. Fortunately, new automated tools and methods of capturing and reporting this critical data allow front line managers to dramatically improve the productivity of back office staff.

This webinar will explore emerging best practices in capturing and measuring back office productivity. Armed with accurate and real time productivity data, this webinar will also discuss a best practices approach to systematically improve back office operations through coaching, employee engagement strategies, and improving overall team productivity to breakthrough levels of 30% or more.

You will learn:

  • How providing visibility through real time collection, measurement and on-going monitoring can impact productivity in back office operations
  • Best practice process improvement advice to enhance back office productivity
  • The power of an engaged workforce with an active voice in the productivity measurement approach and interpretation
  • Reduction of cost to gather workforce productivity in real time providing an increase in productivity by 30% or more

Speakers:

Jim Sinur, formerly Distinguished Analyst, Gartner Group, is an independent thought leader in applying business process management (BPM) to innovative and intelligent business operations (IBO). His research and areas of personal experience focus on business process innovation, business modeling, business process management technology (iBPMS), process collaboration for knowledge workers, process intelligence/optimization, business policy/rule management (BRMS), and leveraging business applications in processes. Jim is also one of the authors of BPM: The Next Wave.

Dr. Edward M.L. Peters is the Chief Executive Officer of OpenConnect, Dallas, Texas.  As a technology innovator and entrepreneur, Dr. Peters has received numerous awards including the 2004 Maryland Technology Council, Entrepreneur of the Year, the IBM/GUIDE International President’s Award, the R/A/D Award for Excellence in Repository-Based Application Development and a Lehigh University Williams Prize. He was also an Ernst & Young Entrepreneur of the Year Award Finalist in 2003, 2004 and 2010.

He is the author of numerous publications ranging from scholarly peer-review journals to popular media such as The Hill Congressional Newspaper, Forbes, and The Financial Times. He is also the author ofThe Paid-for Option, Using Process Intelligence to Close the Healthcare Knowledge Gap.