Healthcare insurance providers have a central role in the world’s battle against the Covid-19 outbreak. As they adjust to a new reality and help members to access potentially lifesaving medical help, providers are seeing massive spikes in volumes of claims. In the background, automation tools are helping them to rapidly scale in response to the crisis. Let’s look at how the industry is putting NEVA (NICE Employee Virtual Attendant) to work.
1. Reduce manual data entries
The healthcare industry is rife with time-consuming paperwork and manual data capture requirements. NEVA automates data entry from claim forms or faxes by using embedded Optical Character Recognition (OCR) tools to read and extract the data from the scanned documentation and then updates core health insurance systems with the new data. The result? Employees are spared the tedious, time-consuming data entry tasks, enabling them to focus on service at a time when the human side really matters.
2. Auto populate forms, claims, and quotes
Another way NEVA saves time and effort for health insurers is by making it a snap for agents to populate forms on their desktops with data from other systems. It also eliminates the need for an agent to populate a form with data that already exists in other systems when creating a new claim or other task. This means that the agent can easily review or add information if necessary.
3. Automate tasks
Agents often process requests across multiple systems that are not linked together. Automation can streamline these laborious processes. For example, one provider uses NEVA to coordinate liability for claims with other carriers if a member is dual-insured, or if a claim relates to an injury that may be covered by a third party. NEVA collects the necessary data from numerous disparate systems. She then automates adjustments on each claim payment at the line item level, saving thousands of hours of manual work.
4. Provide guidance
Employees at health insurers sometimes need to follow specific protocols when processing claims. Providers will often create a specific skill group to handle these special cases. NEVA provides step by step guidance, so any agent can follow special handling instructions when necessary.
5. Create personalized patient communication
Insurance providers must often send out specific communication in terms of regulations. Examples of these letters include confirmations of claims or denials of benefits. NEVA can automatically create these communications on each agent’s desktop, and the agent can review and modify the communication before sending it out.
Healthcare insurance employees around the world are under enormous strain during these extraordinary times. We are proud that NEVA is there to help them manage their workload, whether they are on a call with an anxious member, or as they're working on a lengthy offline process, with the goal of resolving each claim as rapidly as possible.
Visit www.nice.com/neva to learn more, and get in touch with one of our automation experts to discuss how NEVA can empower your remote call center agents.
