Same-day workflow and full-cycle auditing

CHALLENGE

A statewide healthcare payer needed to optimize the daily execution of critical mailings after several missed SLAs due to the payer’s desire to have an 8:00 PM EST data cutoff for same-day production and mailing.

SOLUTION

KP leveraged our existing “same day” letter workflow to meet the payer’s timing request and offered advanced automated document composition, mail tracking, and reporting. KP also introduced return mail processing, scanning, and uploading to individual records within their CRM for full-cycle auditing.

BENEFIT

• Same-day composition, printing, and mailing of critical letters with an 8:00 PM EST data cutoff.

• KP’s closed-loop manufacturing platform provided the payer with a tested disaster recovery and business continuity plan without relying on third-party vendors.

• Security and quality control. At first, the payer was uncomfortable using a West Coast–based vendor. After seeing our list of certifications and third-party audits for ISO 9001, ISO 27001, AT101SOC 2 Type Two, and ISO 14001, their concerns were alleviated. After three years of partnership, KP has never missed an SLA or had a quality case opened.

‍

“When we first contacted KP, we were pleased to learn that they not only understood our needs, as well as the different letter types, but that they had existing workflows in place to support our request. The technology team at KP, and their counterparts at KP’s primary and backup production facilities, led us through seamless integration, UAT, and deployment. Since we went live three years ago, KP has not missed a single SLA and has continued to demonstrate flexibility when our data is out of alignment.”

– Vice President, Vendor Management
A healthcare payer with over 500,000 lives under management