Healthcare service providers in USA raise large number of requests to update their demographic record which are executed by associates. Current system does this through manual process where managers identify the requests based on priorities and distributes to the associates based on their availability, experience and skillsets. However this causes significant delays on overall process cycle. As upon receiving the task from the managers, associates work on two systems simultaneously. Where one system captures the actual updates & the other tracks the progress of the request. The associates have to copy the data to be updated from one system to another manually, which leads to a huge risk of incorrect information updates in the system, costing significant resource time, as the associates fillout out the requests. Our task was to reduce the effort, cost and increase productivity.
The high degree of success of the project can be gauged by the following metrics: