Exela Digital Mailroom improved turnaround time and reduced costs

CHALLENGE

Medicaid and the Children’s Health Insurance Program (CHIP) provide medical coverage for more than four million low-income Texans. The system required processing thousands of documents a day. But Texas’s processing vendor had breached its contract.

The state government terminated the contract and needed a replacement vendor. The state asked Exela to process all claims, checks, prior authorisations, and provider correspondence.

Exela had to do a live cutover and process 35,000 transactions on day one while meeting eight-hour turnaround times on some transactions. There was no time for ramp-up or a learning curve. Facilities, staff, and systems had to be fully in place, tested, and ready for go-live to maintain stringent service levels.

SOLUTION

Exela put a solution in place that used our Digital Mailroom (DMR) platform. Using careful planning and our proven implementation methodology, we tested DMR’s processing capacity and accuracy by running the system through a duplicate training set.

The successful test ensured a seamless cutover of work. With a functioning, vetted, pre-live capacity model, Exela went live on day one, processing 100% of volume. In the following year, Exela service levels continued to trend positive, resulting in improved turnaround time and a significant cost reduction for the state.

BENEFITS

• Reduced cost

• Improved turnaround time

• 100% compliance for image quality

• 100% compliance for indexing quality