- >95% Response Compliance
- 2% Misrouting Rate (Down from 20%)
- 60% Reduction in Manual Handling Time
Overview
A national provider organization struggled to manage 500–1,000+ daily correspondence items—payer letters, requests for information, and denial notices—leading to compliance risk and resolution delays. GeBBS introduced an RPA-based Correspondence Management solution to automate categorization, routing, and response tracking across HIM and PFS teams.
Opportunities & Challenges
The organization’s manual process caused:
- 10–20 minutes of manual handling per document
- Misrouting rates up to 15–20%, increasing rework and audit risk
- Response compliance near 70%, causing missed deadlines
- 5–10% document loss during manual transfers
Solution
Automated Categorization, Routing & Tracking
GeBBS deployed RPA to:
- Read and classify documents by type and payer source
- Auto-route items to coding, billing, or appeals teams
- Track completion and SLA compliance with escalation alerts
- Centralize logs for audit transparency and compliance reporting
Outcomes
- Processing Time: Reduced from 10–20 mins to under 5 mins per item
- Misrouting Rate: Cut from 15–20% to <2%
- Response Compliance: Improved from 70% to >95%
- Document Loss: Reduced to near zero
- Manual Effort: Staff time on routine correspondence reduced by 60%
Key Takeaways
- Correspondence automation improves compliance, traceability, and throughput.
- Centralized monitoring enables defensible audit trails.
- Exception-based work increases responsiveness and quality.
Conclusion
By integrating RPA into correspondence workflows, GeBBS delivered measurable gains in speed, compliance, and accuracy—empowering HIM leaders to strengthen governance and PFS teams to focus on higher-value resolution.
Client Testimonial
“We now move from intake to action in minutes—not hours. With misroutes nearly eliminated and response SLAs consistently met, our compliance posture has never been stronger.”
— Director, Health Information Management
