You can find out more about which cookies we are using or switch them off in settings.
Cookies are small, simple text files which your computer, tablet or mobile phone receives when you visit a website. There are various kinds of cookies: from basic to advanced that makes the website more personal and advanced cookies make it easier to use a website. Choose your own level of cookies. The higher the level, the easier you will find the website to use.
Learn more about cookies
Get the latest from WNS in your mailbox
As we know…
When it comes to complex decision-making processes for casualty claims or medical case management, high processing volumes generally imply low quality and high cost. Advanced analytics and automation can help identify potential areas of improvement, and boost efficiency, accuracy and consistency across processes. It can also improve decision-making.
The challenge for a technology provider was ...
It had expensive, inaccurate and delayed claim settlements due to complex, large-scale global operations for casualty claims and medical case management. Due to the scale of its operations, the company possessed large repositories of residual data that required enhanced systems and processes to glean improved insights. The company was also looking to achieve economies of scale, meet stringent compliance requirements, and stay ahead of the competition in the auto casualty and workers’ compensation space.
Here’s what we co-created as a solution…
WNS leveraged its domain knowledge and automated key aspects of the technology provider’s processes while deploying advanced analytics. The solution included:
Clinical Decision Tree Toolkit for Medical Case Management: Automated learning algorithms improved the clinical decisions required for complex treatment scenarios in the utilization review stage
Nurse Assignment Tool: Capacity modeling helped in better work allocation of nurses
Regulatory Compliance: WNS’ proprietary tool for medical case management helped maintain regulatory compliance. The automation feature of this tool enabled accurate and seamless communication between the technology provider and its clients
True Task Manager Workflow Solution: Real-time workflow capability helped in controlling both under- and over-allocation of staff, as well as ensuring the claims were verified and error-free
Analytics-enabled Quality Management System: Sampling tool enabled picking the right audit samples across the technology provider’s clients, service levels and diverse U.S. state guidelines. Analytics engine helped deliver actionable insights on process behavior and patterns
The outcomes from the process of co-creation are…
WNS’ transformative solution enabled the technology provider to enhance its client experience significantly. Automation and analytics reduced process complexity, increased the efficiency of the claims handling operations and reduced data leakage.
Other key benefits include:
~30 percent reduction in overall costs (covering both casualty claims and medical case management)
~15 percent quality improvement on Defect Per Unit (DPU)
~10-15 percent improvement in quality (casualty claims and medical case management) spread across various sub-functions
~10-25 percent improvement in turnaround time in medical case management
Over 98 percent accuracy in the claims process
100 percent compliance with regulations (internal and external)
~60 percent reduction in error scenarios impacting external communication
~10-15 percent improvement in accuracy rates in auto casualty claims