Background
A law firm engaged Verus to manage claimants involved in environmental contamination litigation. The firm required a streamlined, secure, and efficient process to handle claimant intake, form management, and documentation collection. The primary goals were to eliminate inefficiencies, reduce manual data entry, and provide a transparent system for tracking claimant progress while accommodating claimant communication preferences through a multi-channel contact center.
Challenges
- Complex Data Collection: Managing intake questionnaires, HIPAA authorizations, medical records, and supporting documentation for a large claimant population.
- Manual Processes: Traditional methods for data entry and form management were time-consuming and prone to human error.
- Diverse Claimant Needs: Claimants required flexible options, including online submission, telephone support, and manual form submission via mail.
- Timely Implementation: The firm needed the system to be fully operational within twenty business days of contract signing.
Solution
Verus designed and implemented a comprehensive case management solution tailored to the firm’s needs. This included a secure online portal, contact center support, and a centralized database to streamline processes and enhance claimant engagement.
1. Empowering Claimants with a Secure Online Portal
- Developed and deployed an online portal for claimant intake, completion of HIPAA authorizations, medical record ordering, and collection of other required documents.
- Enabled claimants to track the progress of their case in real time.
- Provided answers to frequently asked questions to answer questions about the litigation process in general and the specific mass tort, leading to a better-informed and thus more engaged claimant population.
2. Centralized Data Management for Seamless Tracking
- Compiled claimant data into a centralized database for efficient tracking.
- Automated data quality checks to quickly identify and resolve potential discrepancies.
- Bundled forms, signatures, and supporting documents into complete submission packages.
3. Real-Time Dashboard Reporting
- Delivered real-time dashboard reporting, ensuring full transparency into claimant submissions, form completeness, and adoption rates.
4. Personalized Contact Center Support
- Trained the contact center team on program-specific communications to provide informed claimant assistance.
- Conducted regular outreach via phone and email to encourage compliance with submission requirements and optimize onboarding success.
Results
- Timely Deployment: The online portal was launched within twenty business days, meeting the firm’s operational timeline.
- Increased Efficiency: Automated intake processes reduced manual data entry and quality control tasks, saving significant time and resources.
- Enhanced Transparency: Real-time dashboard reporting provided the firm with full visibility into claimant progress and program status.
- Improved Claimant Engagement: Flexible communication methods (online, phone, mail) and regular outreach resulted in a high completion rate for claimant submissions.
- Compliance Achieved: All necessary forms, signatures, and documentation were collected, validated, and bundled for submission, ensuring compliance with legal requirements.
Metrics of Success
- Onboarding Rate: Over 90% of claimants successfully completed intake forms within the firm’s aggressive timeline.
- Time Savings: Manual data entry and quality control time were reduced by over 50%.
- Claimant Satisfaction: High satisfaction rates reported due to the flexible and supportive communication approach.
- Transparency: Real-time reporting allowed the firm to track progress and proactively address gaps.
- Accuracy: Automated quality validations ensured a 98% accuracy rate in collected data and documentation.
Verus streamlined the claimant intake and case management process through advanced technology, centralized data management, and personalized support. With an intuitive online portal and tailored outreach, Verus delivered an efficient and transparent program.
Contact us today to learn how Verus can simplify your case management and claimant engagement.
