exam scheduling

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.

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:

turnaround time

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 able to settle on an appointment time when you place the order, we can email* the applicant instructions on how to use ScheduleNow to book their own appointment at a time and place that is convenient for them.

Enhance the exam experience

Applicants will receive an email* with a checklist and links to our applicant-focused website, MyExamOne.com. Here they can find frequently asked questions and helpful information to feel prepared for the exam.

Empower applicants with health insights

A comprehensive wellness report on an interactive online platform engages applicants and encourages them to adopt a healthier lifestyle. Within 7 to 14 days of the completed exam, we’ll notify the applicant by email that their results are ready and provide instructions on how to easily and securely access their laboratory results*.

Give applicants a voice

Feedback from your applicants is a powerful way for us to gauge how we’re performing during the paramedical exam process. Applicants receive an email* reminder to complete a short survey and tell us about their exam experience.

 

We are committed to putting your applicants first and ensuring they have a smooth, positive experience throughout the life insurance application process. Providing the applicant’s email address is a helpful way to enhance the experience and empower better health.

*Subject to the insurance company’s participation in this service

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 […]

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Welcoming busy applicants with choice and convenience

January 18, 2017 Applicants

Location, location, location. This is a common catch phrase in real estate, but it’s also becoming more important to life insurance applicants as well. In today’s busy and very mobile society, consumers—including life insurance applicants—want options that best meet their on-the-go lifestyles. To meet this growing consumer demand, ExamOne gives applicants a choice when deciding […]

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Ask the Experts: Effective exam scheduling options with ScheduleNow

October 31, 2016 Ask The Experts

Is ScheduleNow available to all clients? All ExamOne clients can take advantage of ScheduleNow’s capabilities, national coverage, and flexibility. This tool is available for online users to schedule paramedical exams when submitting orders through our website and is used by our call center to schedule a paramedical exam at the end of the medical history telephone […]

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More options = happier applicants!

August 16, 2016 #Committed2 You

Providing applicants with choices and convenience Your applicants made an important decision to protect the ones they love and we want to make the application and examination process as quick and easy as possible. ExamOne is the only paramedical company that offers your applicants the convenience of real-time appointment scheduling and a choice between the most […]

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Do you want to improve your completion rate?

May 29, 2015 Carriers

The industry average turnaround time is two weeks. Schedule Now averages a turnaround time of one week by using multiple locations, real-time scheduling and more accurate examiner calendars. Applicant convenience is the most important piece of scheduling and we offer multiple location options – home, work, local ExamOne office or one of our Quest Diagnostics […]

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Life Insurance – A Key Part of a Sound Financial Plan

September 3, 2014 Carriers

ExamOne Supports Life Insurance Awareness Month in September ExamOne, a leader of laboratory testing, underwriting and paramedical services to the life insurance industry, is supporting Life Insurance Awareness Month, organized by the Life and Health Insurance Foundation for Education (LIFE). During the month of September, the LIFE Foundation is highlighting the need for financial security […]

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ExamOne Portal: Allowing Agents to Spend More Time With Applicants

June 9, 2014 Producers

The new ExamOne Portal has a fresh feel with great user-friendly functionality. The customizable dashboard has made it so much easier for agents to stay on top of everything. They are able to choose what information they want to see upon log in and pick where they want it displayed. Agents can see  recent orders, […]

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ExamOne’s New Online Ordering Site: Designed to Save You Time

June 2, 2014 Producers

As we continue to refine our processes in 2014, we are introducing our new online ordering site, the ExamOne Portal. This new platform combines our suite of services into one Portal.   The user-friendly portal gives you a single, easy-to-use and consistent interface across all lines of services, to include paramedical examinations, laboratory testing, data services, […]

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