Claiming Efficiency- UX Boost for Cashless TPA
Overview
UX Revamp for TPA claim processes across 600 nationwide teams, focusing on simplifying cashless claims and boosting efficiency via the TIPS platform.
Result
200%
New User Engagement
70+
Profits
60%
New Customer Acquisition
The UX exercise improved preauth TAT from 1.5hrs to 15mns which is a great boost for our business as we could process more requests.
Objective
The goal is to enhance efficiency and speed by improving Turnaround Times (TAT) and creating a seamless experience for various processing teams through consistency, improved usability, and overall enhancement of the TPA claim processing experience.
Challenges
The inefficient processing of claims, causing delays in request handling, highlighted a need for improvement in the TIPS application. To address this, one key initiative was to automate the filling in of details from the Pre-Authorization level when dealing with cashless claims.
Solutions we offered
We worked on making the platform more user-friendly by simplifying both manual and automated claim processes.
Adopted a User-centric Approach
Prioritizing user needs and experiences to address existing system issues.
Streamlined Claim Process
Identified and solved issues in both manual and automated claim process stages, improving overall efficiency.
Measurable UX Solutions
Translated business insights into a tangible UX solution, aiming to reduce Turnaround Times (TATs) and prioritize user tasks.
Alignment with UX Recommendations:
The business team made necessary changes to align with the improvements in user experience.
Enhanced Efficiency
Our UX solution significantly improved Turnaround Times (TATs), minimized manual steps, and streamlined the cashless claim request to the final process, enabling our clients to handle more requests and boost business.
How did our solutions help?
Our UX solutions made things better by reducing Turnaround Times (TATs), simplifying cashless claims, and providing a holistic redesign.
Preauthorization Time Reduction
The new design brought about a remarkable 70% reduction in time for completing the preauthorization confirmation within the existing Pre Auth flow.
Comprehensive Redesign for Modern Adaptability
We chose a holistic approach to optimize designs, making sure our designs work well on various screen sizes and touch-enabled devices
Stakeholder Testing
Thorough testing with stakeholders made sure ensured efficiency, with necessary adjustments based on their feedback before finalizing the design for production.
Modular and Scalable Design
By using a modular approach, we created designs that can be reused and adapted as needed, improving the overall efficiency
Remarkable Daily Request Surge
Post adopting the Pre-Auth feature in T1 hospitals, the daily request surged by an impressive 400%.
