Firstsource initiated a Six Sigma process reengineering exercise to take the non-keyable claims identification accuracy to 100%. An analysis was conducted to understand the main reasons contributing to 50% of total errors (claims reported as non keyable when they were not). Firstsource’s approach was to prevent errors from occurring by improving agent understanding as well as to analyze the reasons for errors when they occurred in order to eliminate them.
The following areas were developed and/or
improved:
Business process change
Firstsource studied the non-keyable claims process and introduced an important change to the workflow. In addition to classifying claims as non-keyable, agents were requested to also put down the reasons for this. This resulted in:
- Making agents more aware while
terming claims
- Savings in review and re-work as
specific problems in the claims were
captured
Knowledge sharing portal
To ensure that agents did not miss key due to
lack of information, a knowledge portal was
setup for keying instructions and rules to
facilitate information sharing across agents.
Rehaul of training modules
Training modules were expanded to include
examples based on real life scenarios to ensure
better agent understanding of customer needs.
In addition, the following were introduced to
track and analyze errors and prevent
recurrence:
- Defect tracker: the tracker captured all
new defects which were then
incorporated into the standard
operating procedure (SOP)
- Feedback mechanism: a user-friendly
mistake proof interface was
developed to capture reasons for
claim rejection. For erroneous
rejects, agents were given feedback to
avoid these recurring
