"Service is not only our most important product, service is our only product," states Chuck Dunn, vice president, Claims and Chief Operating Officer of the Medical Assurance Company of Mississippi (MACM). Founded in 1976 by members of the Mississippi State Medical Association, non-profit and still physician-owned, MACM successfully provides quality, affordable liability insurance to its members and is dedicated to putting policyholder best interests first.
Although it had been scanning policies, claims and associated documents to an AS400-based imaging system for years, MACM realized that the electronic images were being used primarily as a backup—not where they were needed most, when employees were on the phone with an insured or other party involving a claim. Paper processes were engulfing the organization and were a major hindrance to both member service and process efficiency. MACM sought a solution that would better extend electronic document benefits to all business units in the company.
Offered by LBMC Technologies, an Authorized OnBase Solution Provider, the OnBase enterprise content management (ECM) solution was selected because of its electronic document management abilities backed by sound references from existing customers, and also for its ability to integrate easily with existing line-of-business applications and its proven history of continual product development to meet its customers evolving needs.
Benefits
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Improves member service
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Increases quality of claim files, reduces cycle times, increases accuracy
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Interoperability with existing systems provides all necessary data and documents from one central location
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Ensures visibility into processes to better manage and adjust workloads
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Provides accountability with auditable electronic document histories
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Avoids hard costs for storage, printing, and transportation of physical documents
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Enables staff to focus on member service, not rote tasks required with paper procedures
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Removes burden of approvals management from employees with automated workflow and notifications
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Provides infrastructure and point-and-click configurability to adjust user interfaces and expand across additional business units as needs arise
Complementary Product Integrations
- AS400 line-of-business claims and underwriting applications