According to Top Down, client letter will be rolled out to the entire enterprise of EmblemHealth, with users totaling around 2,000. The first rollout to case managers and care managers in managed care department brought an increase in document production. Additional rollouts are planned for medical management, customer service and claims departments.
The company said that in 2008, it responded to around 7.5 million calls and with such demand, representatives can access past correspondence and also generate documents on demand. Client letter provides this type of functionality, and also the ability to electronically distribute customer correspondence, if requested.
The company’s Professional Services Group (PSG) will be working with EmblemHealth to provide implementation and business process consulting services, including analyzing documents and workflow processes, creating business logic and document workflow automation, and establishing quality assurance procedures.
Dennis Birke, president of Top Down Systems, said: Client Letter will provide an intuitive, single-source customer correspondence solution that will support their growing client base and customer service goals.
