The deployment is part of Keystone Mercy Health Plan’s (KMHP) enterprise initiative to acquire technology to measure and analyze the company’s claims, billing and plan administration processes. Witness System’s platform will be used to capture employees’ desktop application workflow, in order to gauge process adherence, identify key areas of improvement to increase efficiencies, reduce errors and decrease workflow costs.
In addition, KMHP anticipates that the software will provide the flexibility to set a variety of recording parameters by offering advanced recording capabilities which will enable the company to establish screen-based triggers to capture specific business functions based on the values of individual fields within any desktop application.
KMHP will also leverage the platform to develop company-specific online training courses to address skill deficiencies with e-learning based on actual recorded transactions/customer interactions using practice recordings captured through Witness Systems’ technology.
Reno Samuel, senior director of accuracy and efficiency operations for KMHP, said: By creating training sessions using the Witness Systems technology, we have been able to help our employees become proficient in specific skills, communicate policy changes and other critical information quickly, and verify their understanding of subject matter using assessments.
