b e y o n d siebel healthcare, professional edition catalyzes business process improvements at...
TRANSCRIPT
b e y o n d
Siebel Healthcare, Professional Edition
Catalyzes Business Process Improvements at Horizon
Health
Cindy Sheriff, President EAP, Horizon Health
Presentation Outline
Business OverviewBusiness Overview
IT OverviewIT Overview
Application DesignApplication Design
Business OverviewEAP at Horizon Health
Horizon Health is a leading provider of Employee Assistance Programs
Other Company Facts:› Publicly held company based in Lewisville, TX
› Leader in the provision and management of psychiatric and rehabilitation services.
› Owns and operates freestanding behavioral health facilities throughout the United States.
› A leading provider of contract management services for psychiatric and physical rehabilitation programs in general acute care hospitals.
› A leading provider of employee assistance programs for employers.
Business OverviewHistory of Business Challenge for EAP
Business OverviewHistory of Business Challenge for EAP
›Change ManagementHorizon was not simply replacing a legacy system and streamlining existing processes, there is also a level of Change Management.
›Business Processes RedesignHorizon was at the beginning stages of redesigning current business processes – user groups had not been earnestly discussing how to solve existing problems with new business processes.
›Silos of Information Information being gathered needed to be evaluated for consistency across groups for confirmation; understanding true requirements versus traditional practices must be sifted through before designing in Siebel.
›Multiple exceptions due to Acquisitions Multiple acquisitions had created an environment with non-standard business process and regional exceptions based on specific contracts.
›Loss of domain knowledge Due to attrition, process knowledge was being lost as employees took on new roles and responsibilities, or new employees were hired.
Business OverviewBusiness Improvements Realized
Before After
Many Call Centers (18) 3 Call Centers
4 Different Systems Siebel HealthCare Vertical
Low amount of automatic claim processing (5%)
90% of Claims processed automatically
High cost of system Maintenance
Support budget reduced7 figures
Long Time to TrainTraining time reduced
80%
Long Cycle Time toproduce reports
Report production time decreased by 90%
Business OverviewThe Roaring Stopped
IT OverviewProject Timeline
7/2005
Consolidate Call CentersSelect CRM Solution
Implement Siebel Call Center Solution
9/2005
IT OverviewIncomplete Solution
IT OverviewProject Timeline
7/2005 9/2005
Implement Siebel Call Center Solution
Re-evaluate Project Scope
Consolidate Call CentersSelect CRM Solution
IT OverviewReevaluate & Focus
IT OverviewProject Timeline
7/2005 12/20059/2005 4/2006
Installation spanning 9 Months
Re-evaluate Project Scope
Implement Siebel Healthcare, Pro Edition
Convert Data, Train and Go Live
Implement Siebel ProfessionalEdition Call Center Solution
Consolidate Call CentersSelect CRM Solution
IT OverviewTaking the Plunge!
IT OverviewCritical Success Factors
Fostered Management Support Clarified Understanding of Business Processes Leveraged Teamwork: Vendor, Integrator, Business, & IT
Promoted Ownership within User Community Defined Roles and Expectations
Fostered Management Support Clarified Understanding of Business Processes Leveraged Teamwork: Vendor, Integrator, Business, & IT
Promoted Ownership within User Community Defined Roles and Expectations
Iterative Prototyping ProcessIterative Prototyping ProcessIterative Prototyping ProcessIterative Prototyping Process
Strong starting point: Strong starting point: World Class Product World Class Product
Affordable to Midsize BusinessesAffordable to Midsize Businesses
Strong starting point: Strong starting point: World Class Product World Class Product
Affordable to Midsize BusinessesAffordable to Midsize Businesses
Application DesignDesigned to Last
Application DesignMember Benefits
Application DesignMember Authorization History
Application DesignAuthorization Sessions & Claims
Application DesignCharts
Application DesignUtilization Report
Application DesignUtilization Report (cont)
Application DesignSummary of Key Points
› Deep functionality for Healthcare
› Flexible application, able to be tailored to Horizon
› User friendly, intuitive UI
› Ability to view Member Benefits at a glance
› Customer driven rather than system driven
› Ability to quickly review history
› Session records are foundation for Claims
› Summary Charts to Analyze Data
› Intuitive querying is basis for report information
› Report matches look/feel of customer presentations
Questions