Health Payer Speeds Credentialing Process by 72 percent with OnBase (WPS)

The Challenge

With two Centers for Medicare and Medicaid Services (CMS) contracts, the Government Health Administrators (GHA) division of Wisconsin Physicians Service Insurance Corporation (WPS) serves millions of Medicare Part A and B recipients across the country. Each staff member handles no fewer than 600 cases. Paper-based processes hindered their levels of productivity. There was always a line for the printer. Storerooms overflowed with paperwork. WPS struggled to meet contractual timeliness requirements.

But, that all changed with OnBase by Hyland.

The Solution

WPS shaved 45 days from Medicare claims processing time with OnBase Case Management by Naviant.

WPS needed a way to speed processing and, while researching possible solutions, it recognized it needed one with more advanced workflow capabilities. Working with an authorized OnBase solutions provider, Naviant, WPS implemented Hyland’s enterprise content management (ECM) solution, OnBase.

Involving both its technical staff and its business users, WPS installed OnBase in 17 weeks, creating a customized workflow for provider enrollment. Now paperless, the department’s improved workflow shaved 45 days off its process, exceeding customer expectations.

“I think the biggest surprise came when the Naviant team came and started talking to us about the design. They’d ask what our pain points were – if we had any wish in the world, what would we change – and 90 to 100 percent of the time, they’d come back with a solution,” said Sheila Bechmann, VP Operational IT, WPSGHA division.

Fifteen months following the initial implementation, WPS began expanding OnBase into the division’s other departments.

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