From Backlog to Breakthrough: First Choice Health’s Success Story
First Choice Health is a provider-owned healthcare organization offering a modern alternative to traditional health insurance. They serve employers across various industries with services such as health benefits administration, a traditional PPO, clinically integrated networks (CIN), and an Employee Assistance Program (EAP) to address mental health and improve work-life balance. Their commitment to personalized, high-quality service focuses on reducing costs while improving the health of their members.
Client: First Choice Health
Industry: Healthcare Benefits Administration
Location: Seattle, WA
6-Month Backlog Eliminated
For Roster Processing
Rosters Now Processed In Minutes
Previously Days Or Weeks
+750%
Team Weekly Throughput Improvement
The challenge
Operational bottleneck
In 2022, First Choice Health faced a critical operational bottleneck. Their provider intake team struggled to process rosters in over 70 different formats from their delegated population.
The backlog not only delayed updates but also created ripple effects across the organization. For example, the lack of access to accurate provider data limited the team's ability to focus on higher-priority tasks. The manual process lacked the necessary data validation mechanisms, leading to mismatched billing details, incorrect provider titles, and unverified specialties.
The solution
From Manual to Automated
First Choice Health partnered with Orderly to deploy an automated roster processing system tailored to their unique needs.
The solution included:
- Roster Automation: Automated processing for over 70 different roster formats, eliminating manual intervention and reducing errors.
- Data Validation: Comprehensive validation checks, including:
- Verifying consistency between billing names, tax IDs, and records.
- Ensuring accuracy of provider titles and specialties.
- Flagging issues for resolution by provider groups or the internal team before system integration.
- Seamless Integration: The automated system ensured clean, verified data was ready for import into First Choice Health's systems.
- Customer Focused: Orderly’s white glove treatment and dedication to every partner’s success has sustained a 100% NPS over the past year.
The results
Six-Month Backlog Eliminated
The impact of Orderly’s solution was transformative:
- Backlog Elimination: The team’s persistent six-month backlog was entirely cleared after implementation of Roster Automation Suite. The majority of rosters are now processed in minutes.
- Productivity Surge: Weekly throughput increased by over 750%, enabling the same team to process significantly higher volumes of rosters without additional resources.
- Sustained Success: After three years of partnering with Orderly Health, First Choice Health continues to maintain high productivity levels while expanding its operations beyond the Northwest region.
CONCLUSION
Game-Changing Partnership
Orderly’s automated roster processing system empowered First Choice Health to overcome a significant operational hurdle. By eliminating inefficiencies and ensuring data accuracy, Orderly enabled the team to focus on their core mission: delivering exceptional health benefits administration and maintaining unparalleled service for their clients.
For First Choice Health, the partnership with Orderly was a game-changer—proving that automation and data validation can unlock new levels of productivity and set the stage for sustainable growth.
Is your provider data slowing you down? Let’s fix that.
