Since deploying OnBase, Discovery Benefits has grown from providing benefits for 1.25 million people to more than 10.5 million. The company has processed more than 313 million documents into and through OnBase, with nearly 130 million still in the system. As the staff has grown from 120 to more than 800, the organization has cut out the barriers of paperwork and let employees take on more essential responsibilities — like using OnBase to review accounts electronically and discover uncollected fees.
Discovery Benefits achieved a turnaround of one business day for all claims coming into the company. Whether through fax, email, receipt upload or regular mail, information is sent via electronic forms to OnBase,
where they are automatically indexed based on the claim number. Once uploaded into the system, Discovery Benefits offers customers the option of viewing their forms online so they can see the status of their claims and whether they need to follow up with more information. Discovery Benefits' staff spend far less time fielding calls from customers and searching for paperwork.
"We saved around $3 million in paper costs alone since deploying OnBase — about $500,000 a year," said Dean Johnson, OnBase senior engineer at Discovery Benefits.
And then there are the staffing costs. Before OnBase, Discovery Benefits processed 1,500 to 2,000 claims a day — about 60 to 80 per claims specialist. Currently, the provider is processing an average of 12,500 claims per day.
"This breaks down to 300 claims processed per claims specialist per day," Johnson said. "If we didn't have OnBase, we would need roughly 80 or 90 claims specialists to keep up with the incoming claim volume."