interactive customer communication management (ccm)
TRANSCRIPT
Customer Communication Management
Interactive Customer Communication for
Appeals & Grievance Process
Process Flow for Appeals & Grievances Process for a Healthcare Provider
Process Flow for Appeals & Grievances Process for a Healthcare Provider
Appellant registers his appeals/ grievances via different channels like email, snail mail, fax, telephonic call etc..
Auto generated acknowledgement mail is sent to the appellant soon after the Data Entry Agent registers the appeal into Newgen’s CCM solution for Interactive Communication
Process Flow for Appeals & Grievances Process for a Healthcare Provider
The Reviewer takes necessary decision on approval or raising an exception for modifications or even discard the appeal with reasoning and remarks.
Process Flow for Appeals & Grievances Process for a Healthcare Provider
The committee reviews the Reviewer’s decision and takes the final call on approval of the Appeal.
Process Flow for Appeals & Grievances Process for a Healthcare Provider
Approval Letter generated over the predefined templates is sent to the appellant and also archived into OmniDocs –DMS , integrated part of Newgen’s CCM Solution
Process Flow for Appeals & Grievances Process for a Healthcare Provider
Data Entry Agent logs-in to the OmniFlow Screen
DE Operator initiates a new transaction for every new appeal or grievance entering from different channels.
The operator keys in details corresponding to the Appeal on the form created in Newgen's form designer - OmniForm , within the Newgen’s CCM framework
The system validates by a popup to check for the confirmation of the decision
Auto generated mail is triggered to appellant as an acknowledgement of the receipt and initiation of the A&G process
Auto generated html mail from the system
Dynamic Data linking of the template to the databases
Reviewer logs in the OmniFlow which is the heart of the Newgen’s CCM Solution for Interactive Communication
Reviewer logs in the OmniFlow which is the heart of the Newgen’s CCM Solution for Interactive Communication
The reviewer selects the corresponding transaction for necessary action execute
Reviewer reviews the data entered corresponding to the appeal by the appellant
Reviewer reviews the data entered corresponding to the appeal by the appellant
Reviewer takes necessary action from the drop down with comments corresponding to it.
Reviewer takes necessary action from the drop down with comments corresponding to it.
The work item is sent back to the reviewer/ pharmalogical appeal department to make necessary changes for the approval.
DE operator / Pharmalogical Appeal Deptt. Operator Logs into the OmniFlow web desktop to make necessary changes in the Appeal
DE operator / Pharmalogical Appeal Deptt. Operator Logs into the OmniFlow web desktop to make necessary changes in the Appeal
Necessary changes are incorporated by the Pharmalogical Department
Validation to confirm the approval from the Reviewer
Reviewer’s Log In Screen
Reviewer’s Log In Screen
Newgen’s Solution framework enables Extensive search capabilities
Reviewer again reviews and approves the appeal which is further sent to the
committee for further approval
Committee Reviewer logs In with the unique Id and password as provided to users at different stages of
the approval cycle
Committee Reviewer logs In with the unique Id and password as provided to users at different stages of
the approval cycle
Committee Further reviews the appeal which has been approved by the reviewer
and takes necessary action
System generates a final statement – approval letter designed in the Composition Designer Module – part
of the Newgen’s CCM solution
Approval letter documents are archived for reference and compliance measures in the Omni Docs ,integral
part of the Newgen’s CCM Solution
To view the appeal letters , supervisor logs into the OmniDocs - DMS web interface
Documents are maintained into folder and subfolders as per the Business use cases
Approval letter corresponding to appeals and the appellant is stored as pdf within the OmniDocs system
The case is closed by sending the confirmation e-mail to the appellant on approval
Thank You
Newgen Software Technologies Ltd
A-6, Satsang Vihar MargQutab Institutional AreaNew Delhi - 110067, IndiaTel: +91-11-26963571
Newgen Software Inc
1364 Beverly Rd., Ste. 300McLean, VA 22101, USA Tel: +1 (703) 749-2855