Case Study
Digital Mailroom:
Healthcare
Details
 Industry: Healthcare Benefits
A health benefits provider faced challenges managing 1,400 pieces of incoming mail monthly, causing delays and compliance concerns due to the manual handling of sensitive documents. Recordsforce implemented an outsourced mailroom solution. Mail was categorized, scanned, and data extracted for accurate routing, with documents accessible in real time via the PACE customer portal. The solution streamlined mail management, improved response times, and enhanced data security, enabling faster client outreach and significant operational efficiency gains for the provider.
Analyzing The Problem
A health benefits provider was struggling to efficiently manage their incoming mail, which amounted to approximately 1,400 pieces per month. The manual handling of the collection, sorting, scanning, and routing of this mail was consuming significant time and resources. The existing process led to delays in responding to clients, updating personal information, and ensuring that critical documents reached the appropriate staff members in a timely manner. Additionally, the provider needed a secure way to manage sensitive information, as the mail often contained private health and financial data. They required a solution that not only ensured compliance with data protection regulations but also provided transparency and visibility throughout the document processing workflow.
Creating A Customized Solution
To address their needs, Recordsforce established a dedicated PO box for the company, which we monitor daily. Our team collects the mail securely and transports it to our secure processing facility. At the facility, each batch is checked into the PACE customer portal, giving the provider’s team real-time visibility into the status of their documents throughout the processing cycle.
The processing involves opening envelopes and preparing documents for high-speed scanning, with the mail categorized into three distinct types:
- Returned Mail: Only the envelope needed to be scanned for records.
- Business Mail: The contents inside the envelope required scanning.
- Business Reply Mail: Similar to business mail, the contents were scanned to capture any client updates or responses.
Post-scanning, the document images undergo data extraction to accurately capture necessary fields for routing. We capture the type of mail (returned, business, or business reply) and then if it’s returned mail we capture the address and nixie label reason. This process also ensures that the mail is directed to the correct recipient within the organization. Each digital document is reviewed for accuracy, and automated workflows enable the secure distribution of digital mail within one business day. Additionally, retention settings are configured according to the provider’s business rules to comply with legal and regulatory requirements.
Instant Results
The health benefits provider significantly streamlined their mail processing operations by partnering with Recordsforce. With the outsourcing of mail management, their staff no longer needed to manually collect, sort, or handle sensitive documents, freeing up valuable time and resources to focus on core business functions. The digitization of business reply mail allowed the company to reach out to clients for updates to personal information, such as addresses, more quickly and efficiently than before.
Furthermore, the automated distribution and accurate data extraction drastically reduced delays in mail routing, improving internal response times and enhancing customer service. The transparency offered by the PACE portal allowed the organization to monitor the entire process in real time, ensuring compliance and quality control were maintained. Ultimately, the provider saw an increase in operational efficiency, cost savings from reduced manual labor, and strengthened data security, which aligned with industry regulations for handling sensitive health information.