A mutual life insurance organization was receiving interest from private exchange operators to partner and sell products through a more powerful channel. This insurer asked Jacobson to provide a consultant who possessed vast experience with health exchanges, co-ops and consumer-driven health plans, along with knowledge of healthcare reform, organizational development, strategic planning and nonprofit management.
To prepare for growth and a possible reduction in government funding, this large Medicare Advantage plan wanted policies, procedures, work flows, productivity and the claims department observed, as well as best practices/operating efficiencies presented.
This Blue Cross Blue Shield client was experiencing a high volume of inbound calls from both members and providers. In order to preserve the client’s reputation for excellent customer service, Jacobson responded within four days with a team of 19 customer service representatives and a seasoned project manager.
A Southwestern health plan was experiencing difficulty handling their call volume, resulting in long hold times and high abandon rates. Jacobson quickly provided a team of customer service representatives to address the client’s call volume.
Our client’s provider database contained many duplicate and outdated records, which had caused a significant claims inventory to build up. Jacobson provided a team who successfully cleaned up the database and tackled the pending backlog.
In response to a significant backlog in written correspondence, this Medicare administrative contractor contacted Jacobson. After one week of condensed training, Jacobson’s staff of experienced customer service representatives handled more than 21,000 calls over the course of four months.
As healthcare reform deadlines were approaching, a health plan desperately needed additional trainers. Jacobson worked quickly to identify a trainer with extensive healthcare reform knowledge and Facets technology expertise.
A major Blue Cross Blue Shield plan’s inventory for unallocated cash was at an extremely unsatisfactory level. Jacobson sent a team of contractors to help with the backlog; within a year, the inventory had dropped significantly.
This leading health plan was experiencing enrollment discrepancies between its in-house database and CMS system. Jacobson quickly delivered a dedicated team that tackled the discrepancies, decreasing them from 22 percent to less than 3 percent.
A Blue Cross Blue Shield plan contacted Jacobson with a critical backlog of overpayment claims. Jacobson quickly arranged a team of claims professionals. Our team quickly addressed the backlog, correcting a huge amount of claims.
A large managed care organization turned to Jacobson for support during a major reorganization and consolidation effort. Jacobson helped them develop a work plan, design an efficient process for configuring plans, and assemble and train a team of plan-building consultants to manually configure and test the system.
The staff of a third-party administrator was experiencing a steep learning curve and struggling to maintain productivity as they converted from a legacy system to Trizetto’s Facets. Jacobson provided a team that cleaned up the resulting backlog, cleaned up data files and trained client staff on the new system.