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Consulting

Overview

In 2022 we were referred to a large TPA firm to assist them stremline several of their processes. The project involved identifying deficiencies in workflows for processes with complex variables and logic flows, with dozens of inputs daily from over 1,000 employees, often spread out over 7 time zones, working remote.  Here’s what we accomplished.

Project

TPA Review Process

What We Did
  • Updated and combined hourly billing and file review.
  • Re-imagined the entire on boarding and compliance process.
  • Created an entirely new way to start the QA review process.

Updated and combined hourly billing and file review.

Our client was still using a spreadsheet based process for hourly billing of almost every employee. We worked with their IT team to implement a new billing platform that exceeded their needs.

This implementation saved each field adjuster an average of 119 minutes per week. With over 1,000 people deployed to the field daily, the savings were obvious.  Data from the new sheet helps our client see what adjusters are spending the most time on per claim, so they can focus on relieving those bottlenecks.

Re-imagined the entire on boarding and compliance process.

Our client was still using a spreadsheet based process for hourly billing of almost every employee. We worked with their IT team to implement a new billing platform that exceeded their needs.

At the same time, we used the data from the billing to create a more efficient logic flow of information from the field for review. The correct claims and estimates were directed to the proper QA people based on the criteria of the claim and estimate.

Created an entirely new way to start the QA review process.

The QA and file review process, especially during large catastrophe events, can be overwhelming. We removed our clients old system, which involved a lot of back and forth between reviewer and field or desk adjuster, and implemented a logic based form to complete when closing claims.

The new process helped adjusters find mistakes prior to sending the file to review, using an easy to use logic form. Essentially a modern checklist.

Let us help you get your processes in line.

If you’re a TPA or IA firm that wants to streamline processes, or create better IA retention, call us. If you’re a contractor that deals with insurance work, and you want to increase profitability, we can help you with that too!