In this Acceleration Case Study, learn how GroupHEALTH, an employee benefits manager, increased optional coverage sales by automating the enrollment process. The use of paper-based methods for enrolling employees into various benefits programs resulted in many errors. The company needed a solution to expedite this process while keeping mistakes to a minimum. Read how GroupHEALTH accomplished this by implementing Xpertdoc Smart Forms.
Business Challenge – Understanding How to Automate Manual Enrollment Process
GroupHEALTH Benefit Solutions works with numerous companies. It helps in enrolling employees in benefit plans, such as medical, disability, dental, and life insurance coverage. However, GroupHEALTH primarily relied on a paper-based enrollment process. Because this took up a lot of time, it negatively impacted the customer experience.
In order to register their clients’ employees for benefits, the team at GroupHEALTH had to print and distribute enrollment packets. Each enrollee had to fill out numerous paper forms and return them to their employers. Then, they forward the paper forms to GroupHEALTH to put all the information into a database. Unfortunately, this paper-based method was often full of errors.
The only way to fix these issues was to research any missing or conflicting information. This entire process took up a lot of time and energy. Even poor handwriting from enrollees made it a challenge to gain accurate data. One error on a form can impact an enrollee months later. For example, they might be denied drug coverage from a pharmacy due to a name not matching insurance records. All of this creates unnecessary stress while causing a negative customer experience.
Finding a better way to expedite this entire process was a top priority for the company. GroupHEALTH soon realized that it could dramatically improve the whole process by implementing digital transformation strategies. These strategies included automation and intelligence. Eventually, the company reached out to Xpertdoc to help them overcome these difficulties.
Software Solution – Xpertdoc Smart Forms
GroupHEALTH overcame these challenges by implementing a modern solution with the help of Smart Form Technology from Xpertdoc. When it’s time for benefit enrollment, the clients’ employees will receive an email invitation, linking to online enrollment forms. Xpertdoc Smart Forms will walk the enrollee throughout the entire online process. It also captures all required data and takes care of any conflicting information in real-time.
These Xpertdoc Smart Forms expedite the entire process by no longer giving irrelevant content to enrollees. This often creates a lot of confusion while filling out paper forms. In the past, enrollees often misunderstood their company’s coverage because of the generic forms. Using this online enrollment process has significantly reduced mistakes, making everyone’s job easier.
GroupHEALTH doesn’t have to view hand-printed documents any longer. The system automatically prompts enrollees to supply any missing information in each form. The Smart Form will also identify inconsistencies. For instance, it will recognize when an enrollee chooses family coverage but doesn’t provide additional information involving their dependents.
Using Xpertdoc enabled GroupHEALTH to sell more optional coverage to clients. Under the previous process, enrollees had to fill out additional paper forms to buy optional products. These forms often required enrollees to submit the same information previously used on other forms, as this cumbersome process made it difficult to sell optional coverage. Enrollees usually didn’t fully understand the additional benefits of optional coverage, as they often completely ignored the forms.
However, the online enrollment solution allowed employees to watch a short video explaining the numerous benefits of optional coverage. Additionally, the Smart Form automatically calculates the cost of each product based on previous data. It asks employees if they want to purchase optional coverage through payroll deduction. In other words, enrollees didn’t have to provide any additional information for purchasing extra coverage.
Final Results
The compressed enrollment processing time enables GroupHEALTH to provide a much better customer experience. It enables the company to process clients in much less time during the open enrollment period. Expediating this entire process also allows enrollees to gain coverage quicker. GroupHEALTH estimates that they decreased their cost in managing enrollments by 20-25% within the first two months. The benefits of the online enrollment process prompted the company to implement this solution in all of its divisions.
Additionally, Smart Form Technology has made it easier to sell optional coverage to enrollees while eliminating the duplicate data-gathering process. The simple explainer video about optional coverage clearly explained the benefits to each enrollee. This led to the sales for optional coverage skyrocketing by 5000%. Optional coverage was once an afterthought for the company. Now, because of these changes, it’s a significant source of revenue. It’s evident that choosing to implement Smart Form Technology was an excellent choice, as it increased optional coverage sales. Also, it improved the entire enrollment process for GroupHEALTH.
Health insurance isn’t the only industry that can experience workflow improvements through the use of Smart Forms. Any company using manual or semi-manual processes for onboarding customers can encounter similar results. Choosing to use Smart Forms offers immense benefits, whether it’s reducing labor costs, improving quality of service, accelerating approvals, or improving customer satisfaction. The ability to embed informational videos can also educate customers by explaining the various benefits further which boosts sales. Overall, Smart Forms is an excellent choice for many businesses in need of automating manual processes in the workplace.
