17 Jun Process Discovery Engagement for Large Healthcare Organization
A large-scale Health Maintenance Organization currently services multiple counties throughout California. Going into 2022, the organization is looking to expand into new services areas with an estimated 2,700 new members expected by the end of the year. The organization currently has an ongoing RPA initiative with a goal to grow the company as a whole and increase capacity to accommodate their growing membership, while avoiding an increase in headcount. Accelirate was brought on board to assist with both current RPA initiatives and goals, as well as identify new high ROI opportunities that could solve for increasing bandwidth and reducing repetitive manual processes that could be integrated into the ongoing organizational RPA roadmap.
Business Profile
- Industry: Healthcare
- Revenue: $2.7bn
- Employees: 1,100+
Discovery Scope
- 17 Departments,
- 645+ FTEs in Discovery Scope
- 6 Week Engagement
Step 1 – Structure Analysis
Our process architects started by getting a firm understanding of the structure of the enterprise as well as the primary motivators of the key stakeholders for their selected 6 Key Focus Areas, Departments, and identified Functional Areas. After reviewing and assessing the original 6 Key Focus Areas identified through our Accelirated Hyperautomation™, 4 Key Focus Areas were selected for Accelirated Discovery™ based on transaction types, FTE count, and workflows.
Step 2 – Role Analysis
The Accelirate team conducted interviews with Subject Matter Experts (SMEs) who best exemplified the key roles and transaction counts within each department. From these interviews we obtained an understanding of the “Day in the Life” of the SME as well as a list of the core tasks for their department. Through Role Analysis, Claims and Operations became focal points where opportunities were found.
Step 3 – Task Analysis
Once the core tasks were discovered in role analysis, the Process Architects identified the key workflows and transactions within the departments starting with the daily task tranches that accounted for a majority of each SME’s daily workload. These transactions were then grouped into potential candidates for opportunity evaluation. Particularly, the processes best fit for automation and overall RPA improvement were in claim processing as well as customer grievance and dispute handling.
Step 4 – Opportunity Analysis
All candidates were assessed using our process assessment and analysis tool to accurately estimate ROI, hours saved, feasibility, and ease of implementation. Candidates with sufficient ROI and RPA suitability based on the organization’s goals and key performance indicators become the opportunities that were be added to the current RPA Pipeline.
Engagement Results
After Wave 1 of the Discovery engagement, out of the 53 daily tasks that were identified 24 Opportunities were identified as the best candidates for Automation across the 4 Key Focus Areas that were prioritized. Using our proprietary assessment and analysis tool we determined a combined cost savings of $2.65 MM+ and 99,003 potential hour savings would be returned to the business if these processes were automated and deployed.
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