Responding to COVID-19 together with our customers!
We have listed example use cases of customers in Retail, Healthcare and Insurance using automation to respond to drastic shifts in demand.
Rapid response in different industries are required to cope up with COVID-19. Below is the compilation of best practices from different industries:
INDUSTRY: INSURANCE
Use case 1: Facilitate employee / member disability claim processing
Claims Group Benefits - Leave of Absence - Due to mandated school closings and federal/state quarantines, a large number of employees of the Group Benefit business are requesting claims as per the FMLA (Family Medical Leave Act). The insurance group receiving these claims is anticipating a surge of 300 – 400 claims per day.
Solution
The insurance group is deploying 5 bots that pick up a claim from a common queue and check eligibility. The bots assist with claim creation, validation, approval/denial of requests including return to work notices, letter generation, and responses.
Use case 2: Speedy claims processing for small commercial business
Claims First Notice of Loss: A large number of small business customers were raising claims and notifying losses due to the current COVID-19 pandemic. Operation capacity constraint overwhelmed back office operations.
Solution
5 bots have been leveraged to reduce overhead of claims adjudicators allowing back offices to focus on claims processing. Bots were developed and deployed in 40 hours to create a claim, generate and send the acknowledgement letter to the insured. Started handling 200-250 transactions per day right at the peak of lockdown. All COVID-19 First Notice of Loss related transactions were handled by the bot there by avoiding any delayed resolutions, which would have impacted customer satisfaction.
INDUSTRY: HEALTHCARE
Use case 1: Tracking employee health for medical staff
Due to the high risk of contagiousness of COVID-19, a close monitoring of the health status of the medical staff is needed. The health systems needs to track symptoms, disease stages and other data for the ones infected with the virus, as well as keep track of the healthy employees and ensure their safety. The report needs to be updated in real time and must not add to the strain of the staff who are already working tirelessly.
Solution
An UiPath bot has been set up to keep track of the health status of the hospital’s employees. It logs details about employees who have been infected with COVID-19, the ones that need quarantine, and the ones that continue in good health.
This allows for an efficient distribution of resources and timely help for both the medical staff as well as for the patients.
Use case 2: Automate COVID-19 test results
At COVID-19 testing sites, test results must be logged in different systems to report to infection control and the IPC (or regional equivalent). Admin work takes nurses up to 50% of their time, and this process is especially cumbersome. It was created in 2003 during the SARS outbreak and requires clinicians to log into the laboratory system (blood test system), extract disease codes, then VPN into a .NET data platform and manually enter results into that. In typical weeks, 1 nurse takes 2 hours a week to enter results in. However, in dealing with COVID-19, the test results must be reported daily—and not just on positive cases but on every test, taking 3 hours per day.
Solution
UiPath robots are now logging into the laboratory system, they select the appropriate disease code and input the test result. The information is processed in a fraction of the current time, saving the infection control department 3 hours per day, 18 hours per week.
With a robot for every nurse approach the infection control department saves 3 hours per day, so the medical personnel can spend more time taking care of patients rather than filling in paperwork.
INDUSTRY: RETAIL
Use case : Managing business with Staff reductions
Staff reductions create delays in claim and payment processing
60% of a large retail organization has been furloughed due to inactivity during the COVID-19 crisis. This has left mission critical processes now unmanaged. The organization’s claims process is manual and the personnel is no longer available to execute. On top of that, Finance and Revenue Cycle Management has completely stopped, impacting cashflow.
Solution
The dental organization is starting to use automation to keep their claims process and Revenue Cycle Management running. With attended automation, they will take the details of a claim from a spreadsheet and heck its status via a common exchange portal. The status will then be updated in the spreadsheet and used to track incoming payments,prioritizing larger pending claims.