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The Impact of Health Care Reform on Member Correspondence Systems

  

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Whatever the implications of the new legislation, we can be sure that the process to create and produce member correspondence will be greatly impacted. The volume of communications will rise dramatically to respond to the many market changes. Member correspondence requirements will become increasingly demanding as plan structures evolve. Insurers will need to initiate new systems, products and processes to appropriately comply with the new law and the ability to efficiently manage member correspondence associated with legislative changes - and there will be many - will be vitally important. The pressure for cost containment will become intense as insurers react, often rapidly and without a great deal of clarity, to the new demands in the market place.

Companies can respond to these implications in two ways: with great efficiency or with great inefficiency.  Either way, the results could mean the difference between survival and failure. Indeed, how insurers manage their document processes will have a direct bearing on their ability to navigate the transition and how well they will fare in a post-reform market place.

Many health insurance organizations will struggle to respond to health care reform due in large part to the current state of their member correspondence systems. What is needed is greater "document agility."