Chaves won the DHS bid for
performing the Oregon Health Plan Premium billing, (OHP)accounts
receivable and help-desk support to 11,000 customers (expected to
increase by 60% in 2008)
• English and Spanish spoken
• Bills and inserts printed in 4 languages
• Chaves team has worked with DHS to learn their business and act as a
partner support them to increase efficiency and
accuracy through the Chaves software and help-desk support.
Examples:
Within 30 days of the contract approval, Chaves designed, wrote and
tested a new accounts receivable software package customized to exceed
DHS standards.
• Chaves took the lead to acquire data and convert antiquated code
from prior contractor
• Prior contractor sent more than 400 boxes of paper reports to DHS at
end of the contract; Chaves scanned and electronically stored report
data eliminating the need for DHS to store 400 boxes of paper reports!
• Chaves team has worked with DHS on a "refund project" to clean-up
more than 15,000 closed accounts that had credit balances from the
prior vendor. Chaves has initiated new reports and processes to
prevent this problem from recurring.
• Chaves team goes beyond just doing the basics. They learn the
customer's business and do all they can to provide outstanding customer
service.
Helped to solve a recurring mystery:
DHS staff were processing adjustments that weren't appearing in the
customer records.
When adjustments were identified as "missing", manual adjustments I had
to be made, which took a lot of time and process steps. This was
frustrating for all involved. Chaves team created a spreadsheet
to track the "missing adjustments" I reported by DHS staff and OHP
customers. The spreadsheet revealed that the adjustments that
weren't appearing were all made on Fridays. Chaves team reported
that to DHS IT staff who were then able to pinpoint a DHS program error
that was causing the problem. " This error, which had been
occurring for years, was finally resolved because Chaves team went the
extra mile to support the customer.
Training DHS staff
Because of the 10Os of processes and details that DHS case workers are
responsible to deliver, the premium processes that are less used S can
be forgotten. When the Chaves team identifies a premium process
that is causing difficulty, they work with the DHS case workers to walk
them through the process (an example is how to adjust off premiums).
Beyond the call of duty
When OHP client calls with a problem that is not a billing issue (which
is all that Chaves is technically paid to handle), the Chaves team has
educated themselves about all the other DHS resources so Chaves can
direct the client to the right resource for them (instead of saying
"that's not our job").
As part of providing great customer service, the Chaves team has
written multiple custom reports that provide meaningful information to
DHS to support them to I attain their goals. These were provided for
no-fee.
Chaves maintains a knowledge-base software package called Tech Excel
to track customer calls and record results. Reports from the knowledge
base identify results and trends that can be used to improve business
processes. The knowledge base data can be remotely viewed by DHS at any
time.
Using Mocha Software, DHS and DMAP authorized personnel can access
any of the OHP client data residing on the Chaves system right from
their own desktop computer at any time. This process was not available
from the prior vendor, and has saved the contractor administrator
significant time and many phone calls.
Using "Go To Meeting" software, Chaves can meet and/or train State
personnel without needing a conference room, or even leaving their
office.
DHS and DMAP contract administrators have reported high customer
satisfaction with Chaves software and excellent customer service
support. They have stated that there are a reduced number of
clients calling busy DHS case workers about billing questions due to
Chaves excellent support.
DHS Division of Medical Assistance Payments awarded Chaves
Consulting with a Certificate of Appreciation for Exemplary Customer
Service in August 2007.
Client Account Contact: Raeann Reese, Contract Administrator, (503)
947-5514
Oregon Department of Human Services
