Read this article about Blue Cross Blue Shield of Michigan, Finalist in the Best Achievement in Operational Excellence to deliver Business Transformation, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.
Provider Issue Resolution
Blue Cross Blue Shield of Michigan (BCBSM) is a nonprofit, mutual insurance provider and independent licensee of the Blue Cross and Blue Shield Association. Founded in 1939, and now in its 82nd year, BCBSM is the largest and most trusted provider of health insurance in Michigan and serves company and government-sponsored group plans, individual plans, Medicare and Medicaid through traditional preferred provider arrangements, health maintenance organizations and health savings account plans.
The relationship between BCBSM and Providers who deliver healthcare is a critical part of the relationship BCBSM has with its members (patients of the Providers). There was a period where BCBSM experienced an inordinate backlog in resolving claims processing issues. The problem, from the Provider’s viewpoint, was that claims resolution takes too long. BCBSM initiated a project to diagnose existing processes and identify solutions for faster resolution of issues. As BCBSM came to understand Provider feedback, it became clear that the focus needed to deliver solutions that prioritized the Provider experience to to eliminate the obstructions to Providers’ delivery of quality care to BCBSM members.
BCBSM approached solution design with an emphasis on immersing the project team in the experience of the Providers, facilitating two sessions where employees walked in the shoes of providers and felt Providers’ pain and frustration in getting claims issues resolved promptly. This Provider-focused perspective unleashed creativity in the team to improve the process through the lens of Provider experience. Numerous improvements were identified to:
Upon implementation, the process achieved significant reductions in misrouted work, duplicate entries and handoff within the process, leading to a 55% reduction in the turnaround time for the resolution of claims.
Digital Transformation & Operational Excellence Industry Awards 2021
The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.
The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.
The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.
The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.
BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.
With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.
Quick Links
There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.
The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including
For more information please email info@proqis.com