Preparing member insurance communications is time-consuming, labor-intensive and prone to compliance risk. With increasingly strict regulations to deliver more accurate and timely benefit information, you need to be able to move with precision. From start to finish, we simplify member communication development processes to ensure greater accuracy, compliance and timeliness of your content. Faced with reviewing and updating thousands of paper-based health insurance notifications each month, Express Scripts needed a simplified way to improve turnaround times while increasing efficiency. Learn how this Fortune 25 Health Insurance Plan organization significantly improved productivity & risk management with their document processing.

1. Case Study: Health Insurance Payers
From start to finish, we simplify member communication
development processes to ensure greater accuracy,
compliance and timeliness of your content.

2. Agenda
• Background
• The Client
• The Challenge
• The Solution
• The Benefits
• BlueRelay solution for the health insurance industry
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3. 3
Preparing materials for the Annual Enrollment Period (AEP)
is time-consuming, labor-intensive and prone to compliance
risk. With increasingly strict regulations to deliver more
accurate and timely benefit information, health insurance
organizations need to be able to move with precision.

4. 4
Express Scripts (ESI) was looking to overcome
the process challenges of approving
member benefit communications.

5. The Challenge
Approving member benefit communications:
• Is a manual process involving high volume of paperwork
• Requires physical routing of materials
• Requires immense attention to detail, relying on the human eye in time-limited
situations
• Must abide with increasingly strict regulations requiring faster turnaround times
• Requires an audit of the review process to ensure due diligence on every document
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6. The Solution
A phased approach ensured each pain point was addressed while
improving the entire process as a whole. We focused on:
• Document Routing
• Attention to Detail
• Process Efficiency
• Optics and Visibility
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7. The Solution
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Document Routing

8. Solution: Document Routing
Through the online workflow editor, the existing manual
processes were converted into a digital format.
• Assignments, decisions and deadlines are now automatically managed by
BlueRelay, reducing overhead as these processes no longer need to be managed
• Documents are automatically ingested, categorized and assigned to the appropriate
workflow, eliminating the need for manual intervention
• Valuable resources can now be devoted to reviewing the documents before they go
out to members instead of being tasked with mundane tasks
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9. The Solution
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Process Efficiency

10. Solution: Process Efficiency
By automating decisions, the process became more
efficient and more reliable.
• Previously, the only way to achieve parallel processing was to print multiple copies
of each document
• With BlueRelay, the system was now sending the documents to the next step in the
approval process instantly and in parallel
• Today, very few documents are printed and document approvals happen in parallel,
reducing the overall waiting time for a document and ensuring the demanding
regulatory guidelines are fulfilled
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11. The Solution
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Attention to Detail

12. Solution: Attention to Detail
Iterative document life cycle processes are preserved by
easily identifying and tracking small changes.
• BlueRelay encourages this process by helping to identify which changes are
made and evaluate whether they had a positive impact or not.
• The side-by-side compare feature is used on every document before it is
marked as approved. Without this tool, a simple typo, phone number change
or sentence fragment could have easily slipped past the manual review
process – not anymore!
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13. The Solution
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Optics and Visibility

14. Solution: Optics and Visibility
By bringing the existing manual processes into a digital
environment, everyone has real-time access to the status of
all documents.
• Quick highlights are provided in a graphical format on the Dashboard, yet the
details of all assets are visible with a single click
• BlueRelay’s custom report builder allows each individual to access the data
that is relevant to them instead of having the system tell you what data you
can access
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15. The Benefits
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Noticed Immediately
Access to up to
the minute status
reports
Real-time Information Overhead Reduced
In Three Months
Reassignment of tasks due
to lack of need for manually
updating spreadsheets

16. The Benefits
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In Six Months
Review cycle time
efficiency
improved by 75%
Productivity Improvements
In Twelve Months In Twenty Four Months
Review cycle time
efficiency
improved by 300%
Number of review
cycles required
reduced by 400%

17. BlueRelay for Healthcare and Health Insurance
For many years, our team has worked closely with the healthcare
industry to fully understand and address the risks associated with
document review processes and member communications in order
to provide a robust, industry-specific solution.
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18. BlueRelay for Healthcare and Health Insurance
As a result of this focus and in-house expertise, our clients find that
the BlueRelay software delivers functionality and features that have
not yet been met by other industry tools.
• Customizable workflows
• Configurable dashboards
• Compliance checklists
• Side-by-side document compare
• Real-time reporting
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19. BlueRelay for Healthcare and Health Insurance
We ensure our clients can:
• Deliver of timely and relevant communications, meet SLAs
• Meet communication requirements set by regulatory bodies
• Better manage large document review cycles for several programs without
adding personnel
• Increase agility in communication development processes
• Access to up-to-the-minute status reports
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20. BlueRelay for Healthcare and Health Insurance
See how we are improving processes to increase member
engagement and satisfaction for health payers.
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21. 21
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