Kofax, a leading provider of process automation software, issued a comprehensive review of Health Insurance Innovations’ (HIIQ) new compliance process in a recent case study.
Entitled “Success Story for Healthcare”, the study examines the challenge, solution and results that Kofax Customer Communications Manager™ software has produced for HIIQ’s compliance specialists.
To ensure every customer fully understands the coverage they’re purchasing through a contracted agent or broker, Health Insurance Innovations utilizes sales verification scripts. The agents or broker reads through the script with the customer before their purchase is finalized. Scripts often contain important information like whether the policy meets the requirements of the Affordable Care Act, and which conditions the policy does or does not cover.
With nearly 50 policies ranging from dental care to emergency treatment—and a required script for each one—HIIQ’s compliance department was tasked with managing all updates, revisions, and version control of every script. In the past, this was done manually. But, as Health Insurance Innovations experienced unprecedented growth over the last two years, this manual process became a time and cost-intensive challenge.
That’s when Health Insurance Innovations chose to employ the Kofax Customer Communications Manager™. This software now serves as a single source of up-to-date and accurate information (including sales verification scripts) on all policies distributed via the HIIQ platform.
Furthermore, it automatically maintains a record of document and script edits with an author and date attributed to each change.
“Maintaining consistency across scripts is so much easier than before. Previously, I had to open numerous Microsoft Word documents and PDFs to ensure that the same language was used throughout,” said Dominique Meitzen, Lead Verification Specialist at HIIQ. “Now, I can search our entire script collection at the touch of a button. And if I need to modify a certain block of text, I can make the update once and automatically apply the change to all scripts. The solution is a huge time-saver, enabling me to work more productively.”
The results? Script updates that used to take hours or days are now completed in minutes; agents are happy to work with Health Insurance Innovations knowing they’ll be equipped with timely and accurate product information; and carriers are too, trusting that their policies will be correctly represented to consumers seeking affordable health insurance, ancillary health care plans and more.
Click here to download the full case study on Health Insurance Innovations by Kofax.