Business Process Management Project

Business Issue:

Delta Dental needed process control for their highly cross functional New Customer Setup activities. They were challenged with a manual and paper intensive process that was slow and prone to variation.  
CBG Delivers:  

CBG reviewed the entire New Customer Setup process, which included Contract Completion, Final Underwriting Review, Group Application, Open Enrollment, Management of Benefit Books and ID Card Logistics, Establishment of EDI Processes, Loading of Census and Plan Data into the Claims Processing Engine, and Implementation QA.

CBG worked closely with Delta Dental to re-engineer these processes and to clearly define the stages, roles and responsibilities associated with each step in the process. The re-engineered process automated the New Customer Setup activities through an end-to-end systemic workflow. The implemented workflow engine drives the next workflow step based on roles, and then each stage presents the appropriate electronic forms and documents, eliminating the manual paper shuffle.

Delta Dental has reporting visibility at each workflow step in the process. The new process has improved productivity through turnaround on new customer setup times, through reduced billing cycle time and through improved quality and accountability.  
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