The challenge
El Paso Health was using manual processes to track, assign, work and monitor operations in three key departments: Health Services, Claims, and Complaints and Appeals. As the regional health plan’s volumes grew, it began searching for an automated solution to streamline these operations. In addition, during the COVID-19 outbreak much of the plan’s workforce transitioned to fully remote work and it had limited means to hire additional associates. Thus, the ability to track assignments efficiently, handle higher priority items rapidly and route items to appropriate work queues so the person with the right expertise could handle the task right away was crucial.