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1 Pegasystems 2009
Overview of CTI & PegaCALL
along with
CPM for Healthcare
Matt Ruffing [email protected] Mills [email protected] !ahn [email protected]
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2 Pegasystems 2009
"gen#a
CTI
CTI What and why PegaCALL architecture Integration with PRPC Application Flow Terminology
CPM for Healthcare
eneric CPM HC !"M# CPM HC Cla$$ $tructure "na%ling CPM HC Wi&ard CPM Wi&ard to create flow 'how new flow in HC wor(ing
)nder co*er$ of flow de$ign and $tructure Changing )$er Interface of flow #*er*iew of integration to e+ternal $y$tem$ with CPM
,ue$tion$
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$ Pegasystems 2009
%hat is &'()
Computer Telephony Integration
Technology that allows telephonyevents (call delivered to agent, calltransferred, etc) to be coordinatedor integrated with a computer
The timing of events is such that
telephony and computer eventsoccur practically simultaneously
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* Pegasystems 2009
Rules+,ri-en &omputer 'elephony(ntegration &'(/ with Pega&" for PegaR3
-Legacy pre fetch to drive IVR processing and
call routing -Re use rules to drive IVR decisioning Adaptive screen pop for effective coordination
of call arrival -Desktop and workflow based telephony controls
for improved call management !Implement individually or incrementally
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4 Pegasystems 2009
&'( Functions
Call Control
Customer datapre-fetch
Call routing Adaptive screen
pop
Desktop
Telephony ACD!"# $ogin %a&e available 'oldn-hold
Answer call %a&e call Disconnect call Conference call "lind transfer arm transfer
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5 Pegasystems 2009
'elephony 'echnology in a &ontact&enter
*nteractive +oice esponse (*+) *nteractive phone system that can respond to a callers input(voice &eypad) and either complete pre-determinedservices or assist in properly routing the call to the
appropriate agent
Common -endor$. Avaya, /enesys, 0yntellect, 1uance
ACDCall outing Automatic Call Distributor 2 a device that distributes large
volumes of incoming calls to agents The ACD contains
logic that drives routing decisions based on multiple input
parameters outing parameters can include acombination of data about available agents and their s&ills,and specific information about the callcaller
Common -endor$. Avaya, Aspect, Cisco
Computer Telephony *ntegration (CT*) Technology that allows interactions on a telephone and a
computer to be integrated or coordinated This allows for
an agent to receive both the voice call and the supportingdata at the same time 0upporting data may come from
the *+, the phone switch or other sources
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%hy implement &'()
Cost 0avings
Avg savings of 56 secondscall (/artner) A contact center that handles 768callsday cansave over 56,666 agent hoursyear 9ust byimplementing a successful screen pop
*ncreased customer satisfaction Customers don:t have to repeat information they
have provided to the *+ Agents start the call more focused on thecustomer:s issue
!romotes self-service use. Adds perceived value to entering data in the self-
service *+, once customers learn they will not
have to repeat information to an agent *ncrease agent productivity.
!refetch and screen pops ma&e agents moreefficient
*ntegrated telephony features simplify agenttas&s
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8/567Pegasystems 2009
Pega&" nables PRP& applications with&omputer 'elephony (ntegration &'(/
*ncreased Agent !roductivity.etrieve customer information in advanceof the agent receiving the callDeliver the call and the customer
information simultaneouslyules driven screen pop delivers the right
customer data based on the agent, the
customer and the call$ower Customer ;rustration. Close the *+ /ap.
3liminate the need for the customer torepeat information to an agent - *+data is passed to the agent as the callarrives
Agents can &now the point at which thecustomer
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&'( (ntegration "pproach
& u s t o m e r 3 e r -
8racle ,Mainframe: 83;$90
SQLNet
MQ or
SQL
(unct
route from Pega&all
1
2
3
5
6
7
8
9
4
Rules retrie-e ? e-aluate#ata ? #etermine when;iftelephony functions are
re=uire# by &3R
Pega&" maintainsconnection for P8P
an# &'( e-ents
&'( mi##leware placescaller in "&, =ueue as
instructe# ? notifiesPega&" upon call
offering e-ent
Member #ial 700 an# is
#irecte# to (
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Pega&" for PegaR3!igh e-el "rchitecture
PegaCALL Installation with enesys
(
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Pega&" for PegaR3
CT* support for most ma9or ACD:s using industrystandard CT* middleware and routing platforms.
3nvo4 CT Connect /enesys Aspect Contact 0erver Cisco *C%
0erver-side CT* integration !rovides seamless integration of telephony events and
business processes 1o des&top D$$:s to install eal time adaptive screen pops
!uts the right customer information in front of theagents
3liminates need for the customer to repeat to theagent what they 9ust entered into the *+
;ully configurable 2 can trigger different processesbased on the agent and customer profiles forenhanced customer service
+oice and Data Transfer Transfer customer and wor& ob9ect data with the call
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&oming soonEE.
Configuration i=ard 2 should allow basic connectivity and
features (screen pop) to be configured and running in>6-?@ minutes, including call data mapping, custom
screen pop, etc This will be a huge help during !C:swhere CT* is reBuired
0tateful telephony (/enesys only) 2 allows state to besynchroni=ed between !egaCA$$ and the phone, so thatactions ta&en at the phone (ie put a call on hold) will be
reflected in the !egaCA$$ * This also introduces theconcept of a CT* Toolbar that can be embedded in C!%
CT*$in& 'ot ;ailover 2 ability to have a hot standby CT*$in&
that will detect a failure in the primary lin& and ta&eover automatically
The C!% 7 release (566) will include pre-configuredvoice data transfer ca abilit so that when a user
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'erms you nee# to now Telephony
A1* 2 Automatic 1umber *dentification D1*0 2 Dialed 1umber *dentification 0ervice ACD 2 Automatic Call Distributor
0&ills "ased outing 2 A feature of many ACD:s that provide the ability to route calls basedon call type and agents s&ill set +D1Application 2 +ector Directory 1umber (Avaya) 2 an e4tension that directs incoming
calls to a specific vector or application Calls are trac&ed by vector, the vector drives aspecific message and Bueues The +D1 or App can indicate to the agent (and thesoftware) the type of call
Availability 2 Agent driven indication that they are available to receive calls, usuallyentered into the phone set or the soft phone, but can be software controlled
Auto-*nAuto-eady 2 An indication of the agent state that is automatically establishedupon release of a phone call An
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1* Pegasystems 2009
CPM for Healthcare
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14 Pegasystems 2009
Pegasystems 'he !ealthcarePM ea#er
Target Mar$etarge Payers G 2MM Members'op Pharma ; ife3cience &os!ealthcare Ho-ernment3electi-e Pro-i#ers;(,As;PMs
Mar$et Mo%et'%16 new customers in past 17 months90I license# our solution framewors3ignificant repeat businessnterprise bacbone commitments8-er 94M co-ere# li-es* of top 4 payers44I of &3 Plans
HC Practice Overview*0I of Pega usiness,eep #omain eCpertise
(e)'lt) * (OI64I re#uction &laims aclog$0I increase 1st pass rate97I re#uction in group enrollment costs20I increase issues han#le# per contact20I re#uction call han#ling time40I re#uction in training times
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15 Pegasystems 2009
. .
of top " argest # $ Payers
%
! of &lues 'etwork
%
" of
lues (embers " million covered lives
ar*uee +ealthcare Clients
r an sf orm in g + a lt hc ar
c ro s s ,h l o b
- C O C
http://www.novartis.com/http://www.cms.hhs.gov/http://www.baxter.com/http://www.kendle.com/http://www.csc.com/http://www.carefirst.com/main/html/HomePage.html8/11/2019 105343076 Pega CPMHC Training
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16 Pegasystems 2009
+,ec'tio -a.) Clo)e 0 O'r C')to%er)
Medical Management
FDA & OIGCompliance
HIPAA, CMS & BluesCompliance
Su!ogation,Collections &
"eco#e!$
Inte!nal Se!#icingBac%one
Claims andAdustments
Se!#ice '(ceptionsP!ocessing
'nte!p!ise Case &'#ent Management
C!oss)Sell, *p)sell
+e Sel)Se!#ice
-./ Deg!ee 0iew othe Custome!
CS" Des%top
Sales P!ocessManagement
'n!ollment
1ailo!ed Oe!ings
1ime to Ma!%et
(i)$ 3ra' &Co%.liaceMaage%et
4ervicig
Bac$0oe
C')to%er(elatio)hi.Maage%et
5ew B')ie))
http://www.cms.hhs.gov/http://www.csc.com/8/11/2019 105343076 Pega CPMHC Training
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17 Pegasystems 2009
2ew BusinessBac%one
Pega"*3'S P!ocess Commande! 4P"PC5
Healthca!e Indust!$ FoundationHealthcare Co%%o O06ect MoelX12 +DI Me))age 4'..ort
4a%.le 4i%'late Data4a%.le Orgai7atioal Moel
New BusinessNew Business CRMCRM Servicing BackboneServicing Backbone
RiskRiskFraud &Fraud &
ComplianceCompliance
CPM o! Healthca!e
Me%0er
4ervice
)
Provier
4ervice
)
a le s P ro ce ss
(anager
HC P!oductHC P!oductConigu!ationConigu!ation
62'+662'+6
Claims Bac%one
Clai%)
(e.air
Clai%)
849
BuildBuild"is%"is%
F!audF!aud&&
CompliaCompliancence
"ules"ulesInIn
Indust!$Indust!$Bac%onBac%on
eses
CPM HC FoundationCPM HC Foundation Claims FoundationClaims Foundation
$mart&P( for +ealthcare
Ca!e Mgmt Bac%one62'+6
Care
Maage%et
Clinical FoundationClinical Foundation
5ew Me%0er+roll%et
A'thori7atioMaage%et
A..eal) & -rievace)Maager
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19 Pegasystems 2009
Healthcare I')tr 3o'atio
Healthcare Co%%o O06ect & Data Moel
HC +ter.ri)e Orgai7atio 4tr'ct're
HIPAA X12 +DI Me))age 4'..ortHealthcare Portal)HealthCare O06ect 4earch & (etrieval HealthCare 4taar 4LA)HIPAA 4taar
Coe 4et)
5ew B')ie))Me%0er +roll%et
C ( MA'thori7atio Maage%et
4ervicig Bac$0oeA..eal) a -rievace)
(i)$ a 3ra' Mg%tA'thori7atio Maage%et
Int raction Manag m nt
Cas Manag m nt & Control
HC I t 3 $
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20 Pegasystems 2009
HC I')tr 3ra%ewor$ (Representative Functionality)
( , , ,-ork Parties member provider broker plan, , )sponsor agency etc
+IPAA .DI /01 $upport ( , ,+ealthcare Common 2b3ects claims authori4ation
, , , , )premium benefits C2& policy etc
-Pre configured +ealthcare Components
Reusable -ork ,emplates &(ember $earch Review &Claim $earch Review &Provider $earch Review &Authori4ation $earch Review &Policy $earch Review
-Pre built +IPAA 5unctionality
Correspondence eneration
-Reusable standard letter templates compileddynamically when needed
- ;Automated or on demand choose to re*uire review orallow edits
(aintained as part of inalterable audit trail forcompliance reporting
( & - )Automated file input batch real time &/01 message parsing mapping +IPAA property validation +IPAA /01 .DI samples
Reporting
, &2ut of the bo/ productivity *uality aging reports
-Drill down review capabilities Custom report wi4ard
Automated Authori4ation Re*uest (anagement
Provides -eb $ervice $2AP (essage for providers to -submit /01 167 transactions through $elf service
portal - -5acilitates straight through processing of /01 167
based on easily customi4ed sample business rules &Routes prioriti4es pending transactions for
manual processing
&(ember Application .nrollment Processing
,$ample enrollment workflows driving intake data&entry output
- ;Intent led data entry automated data population for
PD5 and email applications Intelligent enrollment application routing &Per member risk factor computation underwriting
approval recommendation based on medicalunderwriting
&Appeals rievances (anagement
- - , ,(ulti channel guided intake for web phone email andfa/
Comprehensive member composite - , ,Pre packaged workflows for Appeals rievances & /Re*uestor Party Information service claims
information Concurrent assignments to multiple departments for
&research response -$ecure one time link for e/ternal parties to provide
data and work cases
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CPM HC
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22 Pegasystems 2009
CPM*HC (Representative Functionality)
Inbound Customer Call
&Automated email receipt casecreation
(anual inbound correspondencecase creation
Customer verification *
Interaction Driver ,( with &suggested customer processes
offers
$mart Dialog ,( interactionscripting
&Interaction log audit trail *
-Automated interaction wrap up
Communication workflow
Contact Priority 'ote
-(ulti policy servicing includinginactivity logic
Designee management *
-Role based authority management *
Reference #tilities for Reference,(aterials Location 5inder and 5ind
Provider
$mart View ,( customer data composite( , , , ,policy member provider facility
, ,claims authori4ations& )contact plan sponsor
&eneral Informationprofile -(ulti channel interactionhistory $ervice history &enefit Review &Claim search review &Authori4ation searchreview
'otes Add a Contact
8uick Contact Add
pdate Contact 'ame Profile*
pdate Contact Address Profile
Add Attachment
/Complaint Compliment
Dispute Claim
5re*uently Asked 8uestions
eneral $ervice Case
(aterials 5ulfillment
(ember .ligibility
(ember $earch
( ,$chedule Activity call
, )appointment task
$end Correspondence
* 5acilitates +IPAACompliance
nteraction (anagement
ustomer (anagement
eneral $ervice
e*uest Processing
ember $ervice Re*uest
Processing Add a 'ewborn
2rder ID Card ,#pdate (ember Address &irth
,date 'ame
#pdate Primary Care Physician *
#pdate Privacy $ettings*
- / (ulti member (ulti policy
in*uiry facilities
rovider $ervice Re*uest
Processing
Appeal Prior Auth Denial
.nroll in a Provider 'etwork (anage 'ational Provider ID
Re*uest Prior Authori4ation
#pdate Provider Credentials
#pdate Provider Profile
,I 5acilities
&C,I Login Availability
-$creen pop with data collection
from IVR
Desktop telephony controls
CPM HC
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2$ Pegasystems 2009
-$ystem assigned routing based on
case urgency , &$ervice level goals deadlinesescalation events
#ser work lists
$ystem workbaskets
et (ost #rgent -ork functionality
--ork re assignment
-Customer based service level
profiles
-Customer based service level
override
Interaction reports
Productivity reports
8uality reports
Aging reports
Campaign reports
&Pipeline opportunity reports
8uality Performance Reports
9nowledge (anagement Reports
Custom report wi4ard
-Drill down review capabilities
&Automatic manual
generation
&Create modify templates
, , &(ail email fa/
capabilities
, &Review editingverification privileges
, &Access groups privileges userportals for*:
, &(ember Provider #niversalC$Rs
, &(ember Provider #niversal(anagers
$ales Representatives$ales (anagers$ystem Administrators
, &2perator profile schedule skills
management
-orkbasket assignments
$ecure login
&Random manual work selection
, &.mployee review rating scoring
& -Coaching sessions real time
coaching tips
Reporting
&
ork Assignment
ervice evel (anagement
orrespondence
eneration
uality Performance
(anagement
/
ccess Roles
perator
(aintenance
CPM*HC (Representative Functionality)
nowledge (anagement
9nowledge content rules and usage
statistics
&9nowledge in*uiry response
#ser suggestions for content
update
* 5acilitates +IPAACompliance
, &ffer 2pportunity
erritory (anagement
- , ,Cross sell retention, &restitution reward wellness campaigns - &Campaign set up wi4ard scriptdefinition
$uggested offer processing
,2pportunity creation assignment
& resolution
&'amed customer territory
assignments
1h CS" d %t i i t t d i d1h CS" d %t i i t t d i d
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2* Pegasystems 2009
1he CS" des%top is intent)d!i#en and1he CS" des%top is intent)d!i#en andconigu!ed to optimi7e e#e!$ custome!conigu!ed to optimi7e e#e!$ custome!inte!action and o#e!all CS" eicienc$inte!action and o#e!all CS" eicienc$
Sma!t Dialog8Cote,t*)e)itiveCote,t*)e)itive.er)oali7e ialog.er)oali7e ialog
Inte!action D!i#e!8
Cote,t*)e)itiveCote,t*)e)itive.er)oali7e ta)$).er)oali7e ta)$)
Sma!t 0iews8Cote,t*)e)itiveCote,t*)e)itive)'%%ar ifor%atio)'%%ar ifor%atioea0le) re)earch &ea0le) re)earch &reviewreviewcoc'rret withcoc'rret with.roce)).roce))
f'lfill%etf'lfill%et
Sma!t Sc!ipting8Da%ic )cri.tigDa%ic )cri.tig
%ii%i7e) traiig a%ii%i7e) traiig ae)'re) )ervicee)'re) )erviceco)i)tecco)i)tec
Me%0er4.ecificProce))e
)
Me%0er4.ecific:iew)
1h I t ti D i 8 ti i t1h I t ti D i 8 ti i t
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24 Pegasystems 2009
1he Inte!action D!i#e!8 anticipates1he Inte!action D!i#e!8 anticipatescustome! !e9uests, suggests ne(t stepscustome! !e9uests, suggests ne(t steps& 9ueues tas%s o! mo!e eecti#e se!#ice& 9ueues tas%s o! mo!e eecti#e se!#ice
PegaH+ALTHPegaH+ALTHMe%0erMe%0er4ervice)4ervice)
C')to%er ata availa0le o e%aC')to%er ata availa0le o e%aIteractio logIteractio logwhere C4() 0ee a goigwhere C4() 0ee a goig
4cri.tig g'ie4cri.tig g'ie')er with %ii%al')er with %ii%alC4( traiigC4( traiig
Atici.ate) c')to%er itet a g'ie) C4(Atici.ate) c')to%er itet a g'ie) C4(
- i & A l
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25 Pegasystems 2009
-rievace) & A..eal) (Representative Functionality)
, ,Phone email fa/ or -eb
/ /2riginal email fa/ stored w work item
uided data entry
ulti Channel Intake
istorical Composite (ember View
Automatic retrieval of relevant legacy data (ember &enefits Provider Contract
#ser s access group controls information display
re Packaged -orkflows
orrespondence eneration
-Reusable standard letter templates compileddynamically when needed
- ;Automated or on demand choose to re*uire review orallow edits
(aintained as part of inalterable audit trail forcompliance reporting
Appeals (anagement Processes rievance (anagement Processes
Case Creation Re*uestor Party Information /$ervice and or claims information
ulti Party Processing
Concurrent assignments to multiple departments for
&research response
-$ecure one time link for e/ternal parties to providedata and work cases
.asily attach supporting documents includingmedical notes
Reporting
, &f the bo/ productivity *uality aging reports
-l down review capabilities
m report wi4ard
ompliance 5eatures
Automated service levels to ensure compliance andmove cases towards timely resolution
Comprehensive audit trail documents all human andsystem generated activities
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26 Pegasystems 2009
Co%.rehe)ive Care Maage%et
Care Pla Maage%et
-oal Maage%et
Alert Maage%et
Ta)$ Maage%et
are (anagement 5ramework
HealthCare Paer O06ect a Data Moel
Patiet !"; Portal
A'thori7atio 4)te% Iterface
ICD* Coe Loo$'. CPT Coe Loo$'. HCPC4 Coe Loo$'. 5DC Coe Loo$'.
HC Paer +ter.ri)e Orgai7atio 4tr'ct're
HC Cliical O06ect a Data Moel
X12 2 4TP Patiet +vet :i)'ali7er
Ca%.aig Maage%et
A'thori7atio Maage%et
Care Pla Te%.late Maage%et
-oal Te%.late 8i7ar
Alert Te%.late 8i7ar
Ta)$ Te%.late 8i7ar
Coe -ro'. Maage%et
A))e))%et Maage%et
Phar%ac Clai% 4)te% IterfaceMeical Clai% 4)te% Iterface
Corre).oece Te%.late)
Cas Manag m nt & Control
Wor !"tomation
Int raction Manag m nt
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27 Pegasystems 2009
are (anagement 4"ep!esentati#e Functionalit$5
omprehensive Call (anagement
atient %:;
orrespondence eneration
-Reusable standard letter templates compileddynamically when needed
- ;Automated or on demand choose to re*uire review orallow edits
(aintained as part of inalterable audit trail for
compliance reporting
, - -Patient %:; degree view provides a complete up to date profile of the member s care and compliancewith Care Plans
Comprehensive view of patient demographics
, ,including contacts providers policies/eligibility benefit information
Reporting
, &2ut of the bo/ productivity *uality aging reports
-Drill down review capabilities Custom report wi4ardutomated (onitoring of Care Plans ,Automated monitoring of complications e/ceptions to
, -optimal care avoidable utili4ations of high cost( ,services emergency department care
, )hospitali4ations etc Alerts notify Care (anagers of a patient s lack of
compliance with a Care Plan ,Automated creation of correspondence to patients
,providers and case managers
i4ard Driven Program Creation
,$tructured wi4ard driven creation of Care(anagement programs
Reusable components optimi4e Program creation 5le/ible design allows for Programs to be createdand deployed rapidly by business users Automated documentation of Care Plans help ensure
consistency and support meeting operational goalsof Care (anagement programs
nified Care (anagement
,$ingle portal for Disease (anagement Case
(anagement and #tili4ation (anagement
$upports managing participants across the spectrumof care
Improves the delivery of Care (anagement programs by providing a complete view of the patient s care
-Automated straight through processing ofauthori4ations
$upport for creating and routing of authori4ationre*uests
, ,Drill down views of medical claims pharmacy claimsand authori4ations
$chedule Call tasks support fle/ible scheduling of periodic monitoring and assessment of the patient s
health
Automated scheduling of follow up calls Powerful assessments support branching and hidelogic for *uestions
Assessments perform risk calculation and automaticcreation of Care Plans based on risk
utomated Case Creation
2ut of the bo/ support for automated case creationwith automatic assignment of Programs and Care
Plans
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29 Pegasystems 2009
ealthcare Claims $uite
&ealthcare Payer Common 2b3ect Data (odel
C Payer .nterprise 2rgani4ation $tructure
ealthcare Portals
r io ri ti4 at io n an d .s cal at io n
laims %:; degree
Dashboard
l ai m .d itslaim Inventory (anagement
utomated -ork
Distribution
roductivity Analytics
( Inbound Claims
mage Viewer
Integration
eg ac y C la im $y ste m
Connectors
IPAA
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$0 Pegasystems 2009
Finalized Claims
New
Claim
Files
New
Claim
FilesPreProcess
ing
PreProcessing
Adjudicati
on
Adjudication
Pend
edClaim
Files
Pended
Claim
Files
!ealthcare &laimsE
Actual Customer Results
!" impro#ement in $irst pass rate %&" to '(")
*+" increase in sta$$ producti#ity&+" ,TP o$ pre#iously manually processed work'-" reduction in training time . e/pense*+" throughput increase in $irst week&(" reduction in a#erage in#entory days on hand %'01 to )*1" o$ duplicate claim de$errals repaired automatically
CLAIM4 (+PAI(CLAIM4 (+PAI(
CLAIM4 (+PAI(CLAIM4 (+PAI( CLAIM4 8O(
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$1 Pegasystems 2009
Clai%) (e.air (Representative Functionality)
Code ,ranslations (ember
Provider ,imely 5iling Duplicate Claim Routing Rules Accident Claims Revenue CP, Code
Validations
Pre*A6'icatio B')ie)) +it)
Routine .ye ./ams Common .ye
$urgeries
Chiropractor$ervices Podiatry $ervices Anesthesia $ervices Inpatient $ervices Ambulance $ervices Lab ,ests
Prostate $creening+emoccult &lood
Po)t*A6'icatio B')ie)) +it)
Pending &enefits .mergency Room $ervices Pending &enefits Cardiac Rehab $ervices Pending Pricing +ome +ealth In3ectable Drugs Pending Potential Duplicate Claim
Clai%) I.'t & O't.'t Proce))
Corre).oece -eeratio
Critical .rror Claims (ember 'ot 5ound
- ( )7%6 Claim Pre Processing 5lat 5ile
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$2 Pegasystems 2009
Clai%) 8or$)tatio9 ERepresentative Functionality)
$ecure Login :Access roups Claims
, ,./aminer (gr $ysAdmin
:Custom Portals Claims, ,./aminer (gr $ysAdmin -Role based workflow
: /privileges ./aminer (gr
4ig*O / 4ig*Off & 4ec'rit
A'to%ate (o'tig to8or$0a)$et)
Duplicate claim detection
Routing to specified workbasket
- -Primary routing by line ofbusiness
$econdary routing by pend code : &,ertiary routing claim type
total charge amount
Corre).oece -eeratio
-Auto correspondence for re3ected( & )claims $ubscriber Provider
-Auto correspondence option for
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$4 Pegasystems 2009
4ale) Proce)) Maager 4"ep!esentati#e Functionalit$5
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$5 Pegasystems 2009
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$6 Pegasystems 2009
CPM for Healthcare I Actio
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$7 Pegasystems 2009
&PM &onfiguration 3etup
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$9 Pegasystems 2009
&PM ruleset for new a##itions
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*0 Pegasystems 2009
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*1 Pegasystems 2009
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*2 Pegasystems 2009
&PM setup %or Pools
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*$ Pegasystems 2009
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** Pegasystems 2009
&PM setup %iJar# is now a-ailable
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*4 Pegasystems 2009
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*5 Pegasystems 2009
&PM wiJar# 3elect ruleset an# -ersion
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*6 Pegasystems 2009
&PM %iJar# name the new process
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*7 Pegasystems 2009
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*9 Pegasystems 2009
&PM %iJar# something special nee#e#)
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40 Pegasystems 2009
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41 Pegasystems 2009
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42 Pegasystems 2009
&PM %iJar# Flow "ction #efaults
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4$ Pegasystems 2009
&PM %iJar# Flow "ction #efaults
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4* Pegasystems 2009
&PM Aew process in action
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44 Pegasystems 2009
&PM a##;up#ate #ialog #efaults
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&PM up#ate new flow