“We’ve accomplished that through a couple of different means: we added our digital operations in the form of mailroom support, paper to EDI claims conversion, claims adjudication, as well as our contact center services,” says Patrick Smith, Chief Operations Officer, Imagenet. “These services operate 24 by 7, 365 days a year, providing our clients unparalleled access to technology processes and skilled resources.” The company provides digital transformation and BPO services to more than 250 payers across the U.S for their claims operations, mail rooms, workflow solutions and contact center services.
The clients call for help from Imagenet for a particular health plan, where Imagenet receives paper claims forms and medical records like X-rays, digitizes those documents, and returns electronic files to the clients. The clients can then automate the downstream processes, improve data analytics and develop a document repository that’s HIPAA compliant. In addition, the company provides claims adjudication services, where they will augment the workforce of a health plan using skilled adjudication resources. Imagenet trains the workforce on how to review the claims, properly pay them and provide appropriate denial or rejection reasons using their in-house proprietary technology. The company also provides reporting and analytics on financial and procedural accuracy to its clients. Finally, from a customer support perspective, Imagenet furnishes solutions using a cloud-based elastic call center, which can be easily scaled leveraging resources across the U.S.
The company received the opportunity to work with a large healthcare payer that operates out of all 50 states within the U.S. Before Imagenet, they had low productivity and throughput on their claims processing or claims adjudication business and had a high abandonment rate on the calls. Imagenet came in and put together a project portfolio that addresses all of their operational team points, improves the quality and performance of their adjudication department through Imagenet resources and services, and improves their customer satisfaction and call handle rates.
We’ve accomplished that through a couple of different means: we added our digital operations in the form of mailroom support, paper to EDI claims conversion, claims adjudication, as well as our contact center services
Imagenet has been growing steadily and targets significant expansion of its contact center and claims adjudication services. Targeting a 30 to 40 percent growth in each of the company’s divisions, Imagenet wishes to cater to the demand of the healthcare industry and service those clients.