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Case Study: The Road to Compliant, Timely and Effective Member Communication

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Case Study: The Road to Compliant, Timely and Effective Member Communication

Providing insight and governance to guarantee accurate, compliant materials, on-time & on budget

How are you managing CMS changes for member communications each year? As a health plan, you could be producing anywhere from thousands to millions of member materials annually. Each material type is regulated by its own set of compliance regulations, business rules, marketing requirements and more.

Express Scripts (ESI) recognized that the key pillar needed to drive compliance, member growth, satisfaction and retention began with the right tools and processes to enable their teams. Today, ESI is improving productivity, risk management and cost containment within member communication development processes, allowing them to respond quickly to both CMS and market needs. Their teams can now be confident that member materials have been properly reviewed, approved and produced on-time, with full accuracy while having the ability to prove it for audit purposes.

In this session, ESI and technology partner, Indellient, will walk you through the key ingredients needed to successfully improve operations to meet CMS guidelines and member needs while ensuring you can optimize your current investments.

During this webinar, you will learn how ESI can quickly handle changes to regulations, policies and member sizes more effectively – year over year.

You will learn:

  • The key pillars needed to drive member satisfaction and positive experiences through process
  • How to significantly improve time-to-market, regulation adherence, cost management, and content quality of client communications
  • How to gain new levels of efficiency without adding additional steps or personnel
  • How to effectively handle the variability in member communications, ensuring you can properly cater communications while being fully compliant
  • How ESI significantly improved cross team collaboration and used real-time visibility of deadlines, employee workloads and all tasks to increase compliance and auditability

Presented by

Megan Vanorden, Senior Business Analyst – Communication Experience Delivery, Express Scripts

Nick Romano Senior Partner, Indellient

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