Case Study

Digital Mailroom: Healthcare/Insurance

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Details

 Industry:  Senior Living Community

 

A senior living community was overwhelmed by manual Medicaid mail processing. By partnering with Recordsforce, they automated the workflow, reduced manual handling by 75%, and gained faster, more accurate access to critical resident documents.

 

Analyzing The Problem

A senior living community operating across multiple locations was overwhelmed by the burden of managing incoming Medicaid mail for its residents. The process was entirely manual, one staff member was responsible for collecting all resident mail, sorting each piece, classifying the contents, and assigning it to the appropriate workflow. As mail volume increased, this time-consuming process became unsustainable, leading to delays, increased risk of errors, and difficulty keeping up with important documentation.

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    Creating A Customized Solution

    Recordsforce implemented a digital mailroom solution to automate and streamline the community’s Medicaid mail processing. Each month, approximately 800 pieces of mail, averaging three pages per envelope, were redirected to a dedicated Recordsforce PO box.

    Upon arrival, all mail was opened and reviewed. Unnecessary items such as advertisements, magazines, newspapers, and catalogs were securely shredded. The remaining documents were scanned, and critical data points were automatically extracted, including:

    • Resident first and last name
    • Document type
    • Case number
    • Original cost
    • Change of cost

    Once processed, high-quality digital images and their corresponding metadata were securely delivered to the community’s SharePoint system for immediate access and workflow management. Physical documents were stored securely for 90 days and then shredded in compliance with retention policies.

    Instant Results

    By automating the Medicaid mail process, the senior living community gained immediate and measurable improvements in efficiency, accuracy, and compliance. Recordsforce’s solution transformed a time-consuming manual task into a streamlined, scalable workflow that better supports staff and residents alike.

    • 75% reduction in manual handling time, significantly easing staff workload

    • Eliminated backlog of unprocessed Medicaid mail, ensuring timely responses and submissions

    • Faster access to critical resident documents through automated SharePoint integration

    • Improved accuracy with consistent metadata capture and reliable document classification

    • Enhanced compliance with HIPAA and internal retention policies through secure handling and shredding protocols

    • Freed up staff resources, allowing personnel to focus more on resident care and less on paperwork

    • Scalable process now in place to handle future growth without additional strain on internal teams

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