How We Do It
ReSource Pro has developed a four-phase client approach to insurance processing for maximum effectiveness:
Phase 1 – Planning and Discovery
This phase, preceded by detailed research, includes a one-day meeting with key stakeholders to:
- Identify specific objectives & timing requirements
- Understand client culture and/or concerns
- Define workflows and various processes
- Review system requirements
- Establish performance expectations
- Discuss implementation options
- Set target dates for implementation
Phase 2 – Testing and Implementing Procedures
This phase, developed from the information generated in Phase One, is dedicated to ensuring a smooth transition of client tasks to remote staff by fine-tuning the operational procedures and capturing of exceptions, and includes:
- Observation and documentation of indicated processes
- Develop and implement the training plan
- Begin processing sample work for client review
- Review and integrate client procedures in relation to remote working
- Structure client communication with remote staffing
Phase 3 – On-boarding processes
This third phase of on-boarding the processes is inherently easy due to the advance work performed in phases one and two. The actual on-boarding occurs when the ReSource Pro team is working independently and efficiently to the client’s satisfaction and factors in such elements as:
- The client IT infrastructure
- Data integrity
- Quality and quantity of workflows
- Selected and required training options
- Development of a governance system
- Documentation of key performance indicators
Phase 4 – Process Management and Improvement
Phase 4 is the ongoing commitment by ReSource Pro’s Client Development & Support Team to continually monitor and improve process management and utilization. Transitioning to an outsourced model of insurance processing is a change management exercise. Phase 4 minimizes the risk and disruptions associated with this kind of process through client rapport and mutual understanding. Our support team works with our clients to:
- Continually motivate client employee buy-in and expectations
- Continually assess outsourcing effectiveness
- Assist in the management and redeployment of client talent
- Identify additional areas of potential cost-savings or revenue production
- Mediate any concerns or exceptions
- Provide training to client management and staff