Leveraging internal systems and integration
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The document describes a process for leveraging internal systems to send notifications and alerts to clients, producers, and customer service teams regarding scheduled insurance coverage increases. Automatic correspondence is generated from the mainframe and sent through the correspondence tool, while the workflow system and web portal are used to display alerts and track responses. The solution aims to facilitate timely responses from clients by engaging producers and allowing customer service follow up for incomplete responses.
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Leveraging internal systems and integration
- 1. LEVERAGING INTERNAL SYSTEMS AND INTEGRATION By Duane L. Nicholson, M.B.A. Principal Consultant, N.B.D. Consulting Services
- 2. Product & Solution The Scheduled Increase Rider allows clients to purchase the option to increase coverage in specific time periods in the future. Due to concerns about anti-selection, the product was modified to require increases at given intervals or the client risks forfeiture of future increases. In addition, this rider allows for automatic increases without medical underwriting but still requires financial underwriting for suitability purposes.
- 3. Business Problems • Business model uses an independent producer channel that has strong relationship with the client. So, producer involvement is key to the process. • Clients often don’t respond to correspondence in a timely manner.This further supports the need to have producer involvement. • What should be done when incomplete paperwork is received? • Mainframe and Documaker/Documerge are independent of other systems (e.g., PPT, Workflow)
- 4. Objective & Requirements Objective Send correspondence to client and have the ability to communicate status of client request. High-Level Requirements • Send correspondence 60 days in advance of increase to allow client time to gather and complete forms. • Engage the producer to help facilitate a timely response form the client. • Modify workflow process to accept new documents and respond accordingly to an incomplete response.
- 5. Internal Systems Notification and Alert Process Flow – Internal Systems Filenet/Printer DocumentControl Repository Correspondence Tool DocumakerMainframe 10/1/2010 2/1/2011 11/1/2010 12/1/2010 1/1/2011 Reminder Package Disclosure HIPAA SuppApp CoverLetter Notification Package Disclosure HIPAA SuppApp CoverLetter Trigger Notification Letter CSV Extract Commit to Filenet and Mail A Disclosure HIPAA SuppApp Generate Alert C B F Trigger Reminder Letter CSV Extract Disclosure HIPAA SuppApp Response Received? H Stop Yes No Generate Alert Create AWD Work Item I J K NCommit to Filenet and Mail This diagram illustrates how the mainframe sends a file to Documaker.This file then converts that file into a .csv file that is consumed by the Correspondence Tool. The CorrespondenceTool was leveraged since it was already being used with the commission systems to send out producer notifications. The CorrespondenceTool then pulls documents from a document repository and creates a package and store these in Filenet so that the Customer Service teams would know what was sent to the client. At the same time, these documents are forwarded to the client 60 days in advance of the scheduled increase. The CorrespondenceTool provides the bridge between all systems.
- 6. Notification and Process Flows Notification and Alert Process Flow – Workflows & Alerts WebPortalAlertStoredProcedureWorkflowSystem A Execute Stored Procedure – Send Notification Alert Display Alert Send Notification Alert D 10/1/2010 2/1/2011 11/1/2010 12/1/2010 1/1/2011 E Execute Store Procedure – Response Received Execute Stored Procedure – Change Alert Status to Inactive Display Alert Doc Received? Doctype Received? Create Doctype AWD Work Item Yes Send to AbeyanceG D H Send Reminder Alert Display Alert Execute Stored Procedure – Send Reminder Alert Doc Received? Display Alert Create Doctype AWD Work Item Send to Abeyance Execute Stored Procedure – Change Alert Status Doctype Received? Execute Store Procedure – Response Received I L M N O L P Stop Yes No No Yes Yes No No This is a manual process completed by the user. This is a manual process completed by the user. Once correspondence is sent to the client, a store procedure is forwarded to the web portal that turns on the alert for the producer.This gets the producer to engage with the client in the process. This section describes what happens if the client responds to the request. Documents are scanned for codes that identify the type of document (doctype) and automatically sends these items to the client services team for processing the increase request. A stored procedure is sent to the Workflow systems 30 days prior to the increase request to see if all requirements are received. If received, it turns off the Alert. Otherwise, another Alert is generated.
- 7. Client Facing Items Notification and Alert Process Flow – Client Facing ClientProducerCustomerService C B Notification Package Received Notification Package Received D Response? 10/1/2010 2/1/2011 11/1/2010 12/1/2010 1/1/2011 E Yes F G Contact Client No Notification Alert Response? Contact ClientL Reminder eAlert Incomplete Correspondence Assumes any response regardless if the response is incomplete. J Reminder Package Received K Reminder Package Received M Yes Assumes any response regardless if the response is incomplete. O Incomplete Correspondence P No This diagram shows the Alerts as described previously as well as what happens when the response is received or not received from the client. If the client, doesn’t respond with complete information the process restarts on the scheduled increase date as outline in the purple color diagram shapes.
- 8. Internal Systems: Response not Received. Notification and Alert Process Flow – Internal Systems Filenet/Printer DocumentControl Repository Correspondence Tool DocumakerMainframe 10/1/2010 2/1/2011 11/1/2010 12/1/2010 1/1/2011 Reminder Package Disclosure HIPAA SuppApp CoverLetter Notification Package Disclosure HIPAA SuppApp CoverLetter Trigger Notification Letter CSV Extract Commit to Filenet and Mail A Disclosure HIPAA SuppApp Generate Alert C B F Trigger Reminder Letter CSV Extract Disclosure HIPAA SuppApp Response Received? H Stop Yes No Generate Alert Create AWD Work Item I J K NCommit to Filenet and Mail The process begins the same, except that it requires associate intervention. This is why a work item is created requiring a client services associate to get involved and to expect new documents.
- 9. Notification and Process Flows Notification and Alert Process Flow – Workflows & Alerts WebPortalAlertStoredProcedureWorkflowSystem A Execute Stored Procedure – Send Notification Alert Display Alert Send Notification Alert D 10/1/2010 2/1/2011 11/1/2010 12/1/2010 1/1/2011 E Execute Store Procedure – Response Received Execute Stored Procedure – Change Alert Status to Inactive Display Alert Doc Received? Doctype Received? Create Doctype AWD Work Item Yes Send to AbeyanceG D H Send Reminder Alert Display Alert Execute Stored Procedure – Send Reminder Alert Doc Received? Display Alert Create Doctype AWD Work Item Send to Abeyance Execute Stored Procedure – Change Alert Status Doctype Received? Execute Store Procedure – Response Received I L M N O L P Stop Yes No No Yes Yes No No This is a manual process completed by the user. This is a manual process completed by the user. Essentially this process works the same except that the a stored procedure is sent to the Workflow systems the day of the scheduled increase. If received, it turns off the Alert. Otherwise, another Alert is generated. If no response is received from the client 60 days after the scheduled increase, the Alert is turned off.
- 10. Client Facing Items Notification and Alert Process Flow – Client Facing ClientProducerCustomerService C B Notification Package Received Notification Package Received D Response? 10/1/2010 2/1/2011 11/1/2010 12/1/2010 1/1/2011 E Yes F G Contact Client No Notification Alert Response? Contact ClientL Reminder eAlert Incomplete Correspondence Assumes any response regardless if the response is incomplete. J Reminder Package Received K Reminder Package Received M Yes Assumes any response regardless if the response is incomplete. O Incomplete Correspondence P No This diagram shows the Alerts as described previously as well as what happens when the response is received or not received from the client. If the client doesn’t respond with complete information, the process restarts on the scheduled increase date as outline in the purple color diagram shapes.
- 11. Solution Results Problems • Business model uses an independent producer channel that has strong relationship with the client. So, producer involvement is key to the process. • Clients often don’t respond to correspondence in a timely manner.This further supports the need to have producer involvement. • What should be done when incomplete paperwork is received. • Mainframe and documaker/documerge are independent of other systems (e.g., PPT, Workflow) Solution • Utilize eAlert functionality to stimulate the producer to engage with the Client. • Correspondence sent 60 days in advance and day of scheduled increase. • Workflow system engages client services team to follow up with client. • Leverage Correspondence tool outside of commission processes to bridge mainframe & correspondence and web portal.
- 12. Contact… N.B.D. Consulting Services to leverage existing systems in your organization. Call (949-328-6093) or visit http://www.nbdmcs.com