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MANILA, PHILIPPINES – Information and Communications Technology (ICT) giant Pointwest has fully modernized top Health Maintenance Organization Maxicare’s online services with a fully digital, self-enrollment system that increases the Full-Time Equivalent efficiency.
The new system has fully automated features that will benefit both the client members as well as the Maxicare staff.
Automation for the client member:
Completion of paper forms
Visibility of Computation for total premium and co-sharing
Automation for the Maxicare Staff:
Individual processing and batch processing of submission
Submission and eligibility validation
Digitization of paper forms
Verification of contact information
Process optimization of dependent submission
This digital enrolment is now also being offered by the Maxicare team as an addition to Maxicare’s value proposition
Member Enrollment was designed and built with multiple corporate clients in mind, hence, a highly configurable application that gives Maxicare the ability to deploy the system to their client members. Pointwest delivered the first two releases of the tool in just 2-3 months each, in order to match Maxicare’s time-to-market and go-live goals.
A total of three accounts with the equivalent of 93,904 employee headcount were transitioned to the enrollment tool as of January 2021, more than 81,050 principal members were successfully submitted using the new system with an additional 80,692 dependent records renewed/enrolled. This led to a 31.40% reduction of support tickets received by their internal team.
Efficiency and ease of use of services are key in creating a seamless member experience for client members and their enrollees. In this ongoing pandemic, paper-based documentation and face-to-face engagement slows down the process of enrollment and other detail changes and puts more people at risk of infection.
Maxicare is an industry pioneer in the field of Health Maintenance Organizations (HMO). The company currently services over 1.5 million members and is affiliated with over 2000 hospitals and a growing number of primary and customer care centers nationwide. The primary vision of the company is to deliver a better healthcare system by providing its members with the ease of use of its services.
“Personally, I enjoy working with the Pointwest team as the projects are highly collaborative and their recommendations usually produce such a great result.” Angela Ramos, Maxicare’s Manager for Data Design & Management commented on the smooth collaboration
In recognition of the contributions of this initiative, the Member Enrollment Tool project won first prize in the Project Achievement Rewards and Recognition of the Equicom Group of Companies. This initiative with Maxicare has been a partnership built on a shared vision of growth and modernization.
Joaquin Arambulo, President & CEO of Pointwest said of this collaboration: “Taking your customer’s perspective leads to superior customer service and can differentiate you in the marketplace. But you need to design the right offerings in the first place, and execute on them flawlessly. I believe that the joint Maxicare and Pointwest Team has achieved this. Congratulations on the launch of Member Enrollment Tool!”
Founded in 2003, Pointwest engages, empowers, and enables businesses by providing best-in-class digital transformation, information technology, and business process management services. We work with clients around the world – Global 2000, Asian conglomerates, governments, and leading start-ups and SMBs in the financial services, insurance, healthcare, telecommunications, retail, and other industries.
Pointwest’s customer-centric offerings are developed, implemented, and supported by our global operations delivery centers in the Philippines and the United States. Our digital solutions include Intelligent OCR, Robotics Process Automation, Artificial Intelligence, Machine Learning, Hyper-automation, Application Development, Support & Maintenance, Test Automation, and Consulting.
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How the Pointwest UX Team Curates User Experience: The Pointwest UX Design Process
Want to learn more about the Pointwest UX Design Process? Click here!