applicant experience

ScheduleNow™ is a modern scheduling platform that helps speed up the application process. All ExamOne clients can take advantage of ScheduleNow’s capabilities, national coverage, and flexibility. Recent improvements to the scheduling platform allow users to quickly identify the best days and times to schedule appointments. If an examiner or exam center is not available, the date(s) and time(s) will be shaded out, making those non-clickable options for users. Using real-time availability, ScheduleNow will identify the best exam time based on the applicant’s appointment address and exam requirements. 

These improvements to the ScheduleNow calendar reflect ExamOne’s commitment to improving the applicant experience. This user-friendly scheduling tool reduces turnaround time to as little as 6 days, and helps ensure the applicant is reserving a time that is both convenient and moves the process forward. 

In October 2018, we shared some of the findings from our annual customer satisfaction survey. Since then, we’ve put together action plan teams to address the key opportunities our customers highlighted: reduce turnaround times, improve network coverage and enhance applicant experience. The action plan teams, made up of representatives from all departments of ExamOne, are working on product and process enhancements that will address these opportunities and create a better experience for our customers and their applicants.

Reduce turnaround times

One of the most prominent opportunities we have to reduce turnaround time is Attending Physician Statements (APS). These tedious data collections can often take weeks to obtain because of the high-touch nature of contacting physician offices, especially when a special authorization is required.

The APS action plan team is investigating ways to automate key steps in the process that will drive faster turnaround times and provide ExamOne clients with deeper insight into the status of each request. We have also implemented a pilot in our Kansas City office—where the special authorization is collected on an iPad during the exam—which we anticipate will help reduce the amount of time needed to obtain special authorizations. We are looking to expand the pilot to more offices in the second quarter of 2019.

Improve network coverage

In the fourth quarter of 2018, we announced the expansion of our exam center network across the country. By adding hundreds of Quest Diagnostics Patient Service Centers (PSC) to the ExamOne network for life insurance exams, we’ve added more than 8,000 weekly appointment times. This additional availability has resulted in a 195 percent monthly increase in PSC-based exams since November 2018, compared to 2017.

We’re also working to add more options and appointment times for mobile exams by further enhancing our scheduling capabilities. We look forward to sharing more details about this initiative later this year.

Enhance applicant experience

A couple of the action plan teams are developing new workflows that leverage Six Sigma practices for scheduling and appointment management in order to reduce reschedules, improve quality, and drive higher completion rates. We are also evaluating ways to expand our communication capabilities to include text and email notifications to both applicants and examiners. These workflow changes will create a more positive and efficient experience for your applicants throughout the exam process, from scheduling to completion.

Our action plan teams are working to implement these enhancements in the second quarter. In addition to these key areas, the valuable feedback we received in the survey is driving initiatives across the business that will empower ExamOne to be an even more valuable partner to our customers.

3 tips on how to use videos to educate consumers on life insurance

January 16, 2019 Producers

Consumers are watching more online videos than ever before. And it’s more than just viral cute cat videos. Life insurance is an unfamiliar subject for many and savvy consumers are seeking out more information. How can you help your prospect and current clients learn more about insurance-related information in a video format? 100 MILLION INTERNET […]

Read the full article →

1 easy way to engage applicants during the exam experience

December 21, 2018 Applicants

Are you providing the applicant’s email address when you place the order with ExamOne? Here are four reasons why the applicant’s email is important: Improve exam cycle time When the applicant’s email address is provided on the case, we will email* them an appointment confirmation with important details prior to their exam. If you’re not […]

Read the full article →

Thanks for the memories

January 11, 2018 Carriers

There’s something about turning over the calendar page that makes us want to reflect. As we look ahead to an exciting 2018, it’s also a great time to look back on the journey we’ve taken with you — our clients — last year. Watch a special “Thank You” to our partners who are dedicated to […]

Read the full article →

Three ways we put people first during the exam

January 2, 2018 Carriers

ExamOne is committed to developing solutions that not only assist our clients and partners in meeting their business goals, but also enable individuals to become better informed about their health and empower them to lead the lives they want to live. That’s why we take great care in fine-tuning our exam experience so it is […]

Read the full article →

How we can help you grow your brokerage business

February 2, 2017 #Committed2 You

The beginning of the year is a great time to review your business strategies and explore improvement opportunities. Whether you believe in resolutions or not, making a list of action items can help you achieve your goals in 2017—and we’re here to help. See how our ExamOne Superior Solutions has tailored our offerings to meet your unique […]

Read the full article →

An ExamOne employee’s own applicant experience

August 3, 2016 #Committed2 You

Ashley Humphrey is a District Sales Manager for ExamOne who recently had a real-life experience with the life insurance application process. Read on to find out what Ashley learned as she applied for life insurance for the first time, and how she felt about experiencing ExamOne’s superior applicant experience firsthand. Why did you decide to […]

Read the full article →

Ask the Experts: Ensuring quality throughout the applicant exam process

July 26, 2016 Ask The Experts

Do applicants prefer visiting a paramedical service center for the exam? Why? Your applicants made an important decision to protect the ones they love, and ExamOne wants to make the application and examination process as quick and easy as possible. As part of that commitment, ExamOne offers your applicants the convenience of real-time appointment scheduling […]

Read the full article →

Committed to a positive experience for clients and applicants

July 13, 2016 #Committed2 You

At ExamOne, our employees are committed to being a premier service provider to life insurers, while creating a positive experience for those taking the important step of protecting their families with life insurance. Each year, we recognize the hardworking employees who have been leaders in demonstrating this commitment. The 2015 Regional Account Manager of the […]

Read the full article →