MAC Customer Service
This Medicare Administrative Contractor (MAC) was deflecting 90 percent of received calls and only answering an average of 4,000 calls for every 55,000 inbound calls.
Provider Customer Service
This client completed a system conversion from their legacy system to Facets. Due to configuration issues and an extended ramp-up period, there was a substantial backlog of more than 50,000 claims. Jacobson’s team was able to quickly ramp up the project and positively impact call volume.
Provider Maintenance
Our client’s provider database contained many duplicate and outdated records, which had caused a significant claims inventory to build up.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.
Systems Conversion
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.
Customer Service
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.
Provider Network Manager
This client was responding to a proposal request for a new government-sponsored managed care plan. Challenged with meeting the required member and provider accessibility standards, Jacobson provided a professional with a background in managed care and provider network development, resulting in a successful completion of the project.
Provider Maintenance Update
This mission-critical project was driven by this plan’s own clients. Dental CSRs were needed to verify coverage information and document provider data. We customized a virtual solution, and our staff was at full production the first day on assignment.
Product Configuration
When our client moved from a Claimfacts system to Trizetto’s Facets system, the high-complexity and high-volume plans caused a significant delay. With several thousand unique products to configure, Jacobson quickly provided an experienced consultant able to produce immediate results.
Customer Service
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.
Actuarial Pricing Consultant
When a single-state homeowners insurer began to see rapid expansion of their products, they realized their team of actuaries was struggling to keep up with demand. Jacobson placed an expert with decades of ratemaking, pricing and filing experience to help this insurer get up to speed in less than 10 weeks.
Admin Expense and Allocations Analyst
A Midwestern health plan was in need of an expert who could help them better understand and overhaul overhead costs by business line. Jacobson quickly supplied an experienced consultant who delivered exceptional results.
Asbestos Reserving
This company acquired an asbestos book of business that was in run-off and found it challenging to find a permanent actuary with asbestos reserving experience. Jacobson supplied a senior-level actuary with asbestos reserving expertise on an as-needed basis for several years.