Each day healthcare payers and providers generate millions of customer communications. These documents include statements, letters, details, reminders, cheques, remittance advices and statutory letters such as explanation of benefits. Typically the core insurance and patient administration systems generate these documents and many more document types that are essential to maintaining relationships with patients. And these documents are sophisticated, intelligent even - they will be personalised, they are usually regulated, they must be optimised for printing, they might be pre-sorted for delivery - the list goes on.
Large payers and providers often use in-house print services providers and some outsource this to a print bureau. Traditionally healthcare groups target specialist high volume print devices like IBM/Ricoh, Canon/Oce and Xerox and many healthcare applications are designed to generate print output for a specific target device. On the other hand many print service providers accept only certain formats. As a result the workflow of print production processes can be complex in order to match applications with the appropriate print device.
This challenge is compounded by the fact that patients and hospitals are increasingly moving away from paper to digital communications and requiring providers to do likewise. Whether this is PDF, web portals and other digital delivery methods like SMS text there is clearly a need to manage patient communications differently.
In fact access to patient communications is essential to many patient centric processes. Patients cannot understand why call centres and clinicians do not have access to the same information that they receive. And for the digitally savvy, self-service portals and digital communications help define patient service - both positively and negatively.
Of course many healthcare payers and providers have been digitising and archiving documents for years and large organisations may find that they have several generations of these archives including COLD and mainframe systems. The challenge is that these archives are costly to buy, expensive to maintain, integrate poorly with enterprise applications & workflow and are inaccessible to consumers. What is needed is a new generation of archive that leverages open standards, is integrated with packaged content management systems and can support delivery through web channels (in addition to paper).
The benefits of a modern Enterprise Archive include improving compliance, a reduction in print & postal costs, improvements in patient satisfaction with self-service portals and improvements in the efficiency of clinical and administrative processes.
Crawford Technologies has been working for over fifteen years to solve the complex problems of patient communications for healthcare payers & providers. Now, in partnership with EMC, CrawfordTech has integrated their market leading archiving products with EMC's popular ECM and workflow automation solutions to provide a next generation solution to the problems of archiving customer communications for the healthcare industry.
For more information about CrawfordTech's Healthcare Solutions download the CrawfordTech's Explanation of Benefits and Correspondence Archiving for Healthcare in partnership with EMC datasheet
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