Health Insurer Uses Business Process Analysis Tools to Improve Service, Save $75,000

Overview

Highmark Inc. used internal and external resources in multiple locations to run its short-term disability program, causing inefficiencies and customer dissatisfaction. Management sought to understand the impact of proposed process changes on resources, costs, and service quality. Highmark used information from the Human Capital Group and ProcessView, a business process analysis tool from the Orlando Software Group, to make data-driven decisions.