Case Study BPO

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Case Study BPO

Discoveries

The Client

The client who approached Neural IT Pvt. Ltd. has represented over 7,000 medical providers in New York and New Jersey. In addition, the firm has achieved significant results for personal injury clients through its extensive experience and exceptional trial work.

Challenges

The client was looking for a team which will deliver tasks like

  • Process cases eligible for Discoveries.
  • Push files for Notice of Trial.
  • Work flow automation.

Some of the main challenges foreseen in this project were the following.

  • Queuing printed Discoveries for Mail room operations.
  • Templatizing and automating the workflow.
  • Missing documents to be tracked for follow ups.
  • Queuing cases for Notice of Trials.

Historical Approach

The postings were carried out by a team of paralegals at client’s office.

Neural IT’s solution

  • Neural IT assigned an experienced Project Manager who had expertise in BPO to get the client's workflow evaluated.
  • Neural IT developed a team of 3 comprising of offshore personnel with a three tier structure.
  • Automated scheduled crons were set up to instantly push the eligible files for Discoveries based on the pre-defined criteria.
  • All the discovery responses were converted to html templates for mass merging.
  • Print and associate feature was created to store the printed documents within the case files.
  • Files were coded so each file needing Verification follow ups with the clients could be easily tracked.
  • Handheld Barcode screen, putting barcode on Discovery templates, triggers of status coding and date fields were created.
  • Pre-defined crons were set up to push the files for filing Notice of Trials.
  • Penalty aspect was added for non-complying clients.
  • Structured workflow was designed with tracking at every level.
  • Transparency was introduced in the end to end process.

Results

  • Client could focus on core competencies.
  • Client never had to worry about following up on massive cases for filing Notice of Trials as Pre-scheduled crons pushed the files to the respective dept in an automated way.
  • Handheld updates ensured that each Discovery is tracked when it leaves the office. Be sending it with verifications to the clients or sending a copy to the Adversary Attorney. Everything was tracked and automated for simplifying purposes.
  • Templatizing simplified the process of printing the templates on cases in Mass. The only point the team had to ensure was to choose the correct Discovery response for desired discovery demands.
  • Automated system notifications ensured that the client is always informed about the outstanding verifications.
  • Print and associate feature made sure that the printed Discoveries wouldn’t need a re-scan of the same into the files for reference. The moment a template was printed, the copy of the same was added to the scanned documents at the same time.
  • Automated crons ensured the penalties are charged to the clients for non-compliance of Discovery response verifications.

Intake

Challenges

The client was looking for a team which will deliver tasks like

  • Generate claims.
  • Create initial submission letters.
  • Queue cases due for immediate filing.

Some of the main challenges foreseen in this project were the following.

  • Generated claims to be delivered within 12 hrs.
  • Generate Error free data.
  • Queue cases due for immediate filing.
  • Variations in the formats and the data sent by different clients.
  • Tracking claims for successful submission.

Historical Approach

The client has been outsourcing the tasks to legal organizations. Analysis, Review and Extraction were carried out by a team of paralegals in United States.

Neural IT’s solution

  • Neural IT sent an experienced Project Manager, who had expertise in BPO to get trained by the client.
  • Neural IT assigned the Project Manager to train a team in India for 2 weeks
  • Neural IT developed a team of 20 comprising of offshore personnel with a three tier structure.
  • Unique patient id concept was deployed.
  • 3 QA executives with eye for detail were assigned the work of Quality checking.
  • Initial submission packages were sent to local printers with labels.
  • Handheld barcodes were added to the packages.
  • Structured workflow was designed with tracking at every level.
  • Transparency was introduced in the end to end process.

Results

  • Client could focus on core competencies and could get more clients.
  • Client could retrieve the claims info from the system in 12 hrs as opposed to a week’s time like before. This enhanced the firm’s approach on filing the cases immediately.
  • Patient id concept reduced the variations in data.
  • Compiled package with labels ensured less Manual efforts were put in by Mail room operations.
  • Handheld barcodes ensured all outgoing packages were tracked for successful submissions.
  • Accuracy rate of the early batches were at 70% due to the learning curve, but it improved to accuracy rate of 99.5% in the later batches.

This project’s success encouraged the client to award two new projects to Neural IT.

Calendering

Challenges

The client was looking for a team which will deliver tasks like

  • Print Notice of Trials.
  • Do the prepping of files due for upcoming Trials and Motions calendar.
  • Associate all the documents related to the Trial and Motions to the appropriate claims.
  • Create a calendar module for Attorneys and paralegals.
  • Work flow automation.

Some of the main challenges foreseen in this project were the following.

  • Print Notice of Trial within 12 hrs from the time the team was assigned.
  • Prep files for appearing attorneys and send the package to local printers.
  • Design calendar module for upcoming dates with distinctly segregating Calendars scanned, Returned and Processed by the team.
  • Automate tasks to push the eligible files for Trial/Motions.
  • Queue costs for filing docs.

Historical Approach

The postings were carried out by a team of paralegals at client’s office.

Neural IT’s solution

  • Neural IT sent an experienced Project Manager to on-shore dept, who had expertise in BPO to get trained by the client.
  • Neural IT assigned the Project Manager to train a team in India for 1 week.
  • Neural IT developed a team of 7 comprising of offshore personnel with a three tier structure.
  • Automated scheduled crons were set up to instantly push the eligible files for Trial/Motions based on the pre-defined criteria.
  • Weekly filing reports were set to review the filings across different venues in one snapshot.
  • Team was deployed to update the adjourned Trial/Motion dates, associate the incoming calendars from courts and also update the court cal #.
  • Files were coded so each file needing Decisions or any other documents needing follow ups could be easily tracked.
  • Unpaid cases were tracked and pushed for Judgments.
  • Handheld Barcode screen, putting barcode on notice of Trials/Motions and triggers of status coding, date fields as well as costs were created.
  • New-Age calendars were created which gave real time update on upcoming Trial/Motions, assigned atty for each venue & calendars returned from courts.
  • Automated email notifications were set up to remind the clients about the upcoming appearances.
  • Structured workflow was designed with tracking at every level.
  • Transparency was introduced in the end to end process.

Results

  • Client could focus on core competencies.
  • Client never had to worry about following up on massive cases for filing Notice of Trials or Motions. Pre-scheduled crons pushed the files to the respective dept in an automated way.
  • Desired summary reports of filed cases in each venue ensured that partners are monitoring the movement of notice of Trial/ Motions. Optimum level of filings were maintained this way.
  • Handheld updates ensured that each Notice of Trial/Motion is tracked when it leaves the office. Be it filing it with court or sending a copy to the Adversary Attorney. Everything was tracked and automated for simplifying purposes.
  • Offshore team ensured all incoming calendars, cards, receipts, decisions, etc are updated in 12 hrs making sure we don’t miss out on important information when it comes to upcoming hearings.
  • Calendar view ensured that each Attorney assigned to the venues are getting the prepped files.
  • Automated system notifications ensured that the client is always informed about the upcoming appearances and can schedule the appointments accordingly.

Financials

Challenges

The client was looking for a team which will deliver tasks like

  • Post incoming checks.
  • Associate the posted checks to relevant claim files.
  • Bank Reconciliation.

Some of the main challenges foreseen in this project were the following.

  • Checks to be posted within 12 hrs.
  • Reconcile each penny assigned for posting.
  • Has to be error free posting.
  • Link posted & associated checks to client remittances.
  • Do bank reconciliations.
  • Clear backlog of checks waiting to be posted for more than 3 weeks.

Historical Approach

The postings were carried out by a team of paralegals at client’s office.

Neural IT’s solution

  • Neural IT sent an experienced Project Manager to on-shore dept, who had expertise in BPO to get trained by the client.
  • Neural IT assigned the Project Manager to train a team in India for 1 week.
  • Neural IT developed a team of 10 comprising of offshore personnel with a three tier structure.
  • Unique interface was created to link each check assigned for postings with remittances.
  • Unique Bank reconciliation interface was created which pulls the appropriate postings from the entire application and displays the entire financial information in one snapshot.
  • The count of checks and the amount of checks assigned were tallied by the offshore team which worked in tandum with onshore team.
  • New age Remittance screen was developed to process all the remittances for the clients in one go.
  • Structured workflow was designed with tracking at every level.
  • Transparency was introduced in the end to end process.

Results

  • Client could focus on core competencies.
  • Client could view the snapshot of bank reconciliation statement in one go and ignore the reconciliation part since it was taken up by the paralegals in India.
  • Parallel verification of checks ensured peace of mind for clients in terms of monies allocated for postings and how much was posted at the end of the day.
  • Automation in remittances ensured appropriate information is reaching clients with receivables which proved transparency. This also saved exorbitant time of processing remittances for clients.

Settlements

Challenges

The client was looking for a team which will deliver tasks like

  • Automate the settlement calculations.
  • Follow up for the unsigned settled cases or unpaid cases.
  • Electronically send over the stips to the Adjuster.
  • Give an option to enter bulk settlement entries in the system.
  • Some of the main challenges foreseen in this project were the following.
  • Queuing exceptionally settled cases for approval.
  • Templatizing and automating the workflow.
  • Unsigned or unpaid cases to be tracked for follow ups.
  • Calculation of the settlements on the fly with all the variations.

Historical Approach

The postings were carried out by a team of paralegals at client’s office.

Neural IT’s solution

  • Neural IT sent an experienced Project Manager to on-shore dept, who had expertise in IT to get trained by the client.
  • Neural IT assigned the Project Manager the task to accomplish the automation in India.
  • Neural IT developed a team of 2 comprising of offshore personnel with a three tier structure.
  • New-Age interface was created to possibly settle the files from all the given scenarios. Cases were negotiated on the call the calculations were adjusted on the fly.
  • Exceptionally settled cases were queued for the dept manager for approvals.
  • All companion files were settled in one view and one shot.
  • Stips were automated with digital signatures.
  • Feature of emailing from the system was introduced for electronically emailing the stips to the Adjusters.
  • Pre-defined scheduled crons were set up for automated follow ups of unsigned stip cases and unpaid cases.
  • Incoming signed stip faxes were centrally queued for the offshore BPO team for associations and coding.
  • Automated tasks were created for picking up the unpaid successfully settled cases for possible Judgments.
  • Bulk settlement screen was developed for settling the files in mass.
  • Structured workflow was designed with tracking at every level.
  • Transparency was introduced in the end to end process.

Results

  • Client could focus on core competencies.
  • Client never had to worry about following up on massive cases they had settled as Pre-scheduled crons sent automated follow up emails to the adjusters for following up on the unsigned cases and unpaid settlements. 3rd follow ups were escalated to the partners as well.
  • Settlement interface was dynamically designed for complete flexibility. The collector never had any issues in tweaking the settlements the way they want it to be. All of this can be done while having the adjuster on the call.
  • Electronically transmitting the stips ensured that the collectors are not wasting their time in tweaking the values mentioned on the stips and emailing them through outlook.
  • Offshore team ensured that all incoming signed stips were associated and coded for the next step.
  • Through bulk settlement screen the settlements could now be entered in mass which made collectors life much easier than before.