empowering your decisions

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.

examone customer surveyThroughout the past year, ExamOne has been changing. We’ve taken steps to ensure we are focused on the right thing—you, our customer. We also established a new mission to empower your decisions with health-based insights, a mission we believe supports both insurers and applicants on the journey to protecting more families with life insurance.

In August, we conducted a national customer survey. Our goal is to better understand our customers’ experiences across all interactions with our company. We found that our mission of empowerment works both ways. Now, we are using the insights you shared with us to empower the decisions we make next in order to continue serving as a valuable partner to you.

How we can serve you better

Your feedback helped us identify three key areas where we can create a better experience for our customers: turnaround times, network coverage and scheduling, and applicant experience. Here is a brief overview of how we plan to address the opportunities you highlighted.

turnaround time

Reduce turnaround times

We are assessing our workflows and systems to identify ways we can improve turnaround times.

paramedical exam

Improve network coverage

At the end of October, we are expanding our exam center network to hundreds of additional locations to provide you and your applicants more appointment options. We are also working to enhance our scheduling platforms and processes to simplify the scheduling process and increase availability. We will share details on these initiatives in the next few issues of our Insight newsletter.

applicant experience

Enhance applicant experience

In addition to our quality management programs that monitor examiner performance, we are analyzing and focusing our tools and programs to help reduce reschedule rates.

As these action plans continue to develop, we will share progress and next steps with you directly.

Thank you to everyone who completed our first customer survey. We appreciate your honesty and passion. The survey will be offered each year and we are excited about hearing your feedback.