HCF and e5 – Project Phoenix

e5 has been fortunate to assist Australian private health insurer, HCF, with their largest ever program of work: “Phoenix”. The program delivered for HCF a modern and integrated solution, the ability to better service customers and to operate more efficiently.

Under this program, legacy claims systems were replaced by a new custom developed solution of which e5 plays an integral role as the automated exception handler for all claims.

The ambitious project fundamentally changes the way that HCF operates and ensures that their staff have the right tools to provide an ideal member claims experience. As the exception handler for the new system, e5 is embedded into the existing software architecture to provide automation, intelligence and organisation to the large volume of claims that HCF processes. e5’s ability to be integrated within HCF’s new system means that the frontline processor is now provided with a single view of the entire claim and the supervisor has a complete picture of service levels across all teams. This level of insight allows team leaders to better plan how they manage their teams during busier periods.

For Greg Davidson, Program Director Core Systems and Data Migration at HCF, e5’s unique capabilities and ease of integration made it an essential component of the program.

“Having initially used e5 for our OVHC program implementation, we were aware of the value that it’s Priority Processing and exception handling capability provides. This combined with the ability to easily integrate and embed into our new claims system is why we chose e5 as our claims workflow platform”, he said.

e5 Account Manager, Kate Flamank, worked closely with the HCF team and was delighted to help implement a solution that delivered value beyond doubt.

“Working with the HCF Team on such a significant transformation project was a career highlight for myself and the members of the e5 team. 8 months after go live, the success of the project is evident as is the part that e5 has played in the project, delivering process efficiency and an improved customer experience” Kate said.

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