Post-call notes hold valuable information, such as the reason for the call, the outcome of the call, specific updates, customer feedback, next steps, or follow-ups. An A/R call center agent must place accurate notes on the system after following on accounts receivable claims with Payers. With multiple agents following up on different accounts with different payers, the call notes do not follow any standards. Lack of standardized call notes makes it difficult for the agent, who picks up the same claim next time, to understand the call notes and initiate resolution actions.
SIXA automates the post-call documentation work through an interactive documentation tool that includes:

• Pre-built template for every call scenario that requires minimal effort in capturing call notes
• Allows editing of the documentation and manual interventions for processing exceptions
• In some scenarios, echo can also complete certain post-call work items on the customer’s revenue cycle system

SIXA simplifies and standardizes the post-call documentation work. It also improves the productivity and accuracy levels of the agents working on the accounts receivable and subsequent business processes. Typical results include:

• 30% reduction in the post-call documentation error and save time
• Improved consistency of post-call documentation
• Quality delivered at 99% accuracy for documentation, posting, and retrieval
• The output formats adhering to the client’s requirements

SIXA DECISION TREE
Business Processes often require a series of steps to arrive at the right decision. SIXA decision tree empowers supervisory staff to pre-define process steps to collect information at each step of the business process and for each scenario. Thus, it enables the collection of the required information at each step of the process.

• A workflow-based solution that gathers required information from the user and presents the solution sequentially to complete the scenario
• Integration of knowledge from various subject matter experts, process manuals, procedures, and referenceable documents to develop a scenario-based rule for the business processes
• Decision Time gathers all the required information from the user about each case to match with existing cases on the system.
• Runtime is the real-time configuration of the data that is presented to the user with the relevant references and use-cases to complete the scenario successfully.
• In-built reporting allows the supervisor to track the number of cases in the inventory, the steps of activities performed using the real-time cases, and identify the missing case types for future addition.

Typical results that our clients see:

• Improved productivity of denials and A/R management calls by 10%
• Reduction in errors by 2-5%
• Improved standardization of processes across and within the business verticals
• Improved consistency and reliability of the service delivery outcomes
• Eliminated delays due to waiting for supervisory intervention for complex scenarios

SIXA AUTOMATED CLAIMS STATUS
Hundreds of Payers now provide claim status online. However, the problem lies with automating the status of the claim check information in a HIPAA-compliant manner. SIXA includes secure login management and robotic process automation architecture that fetches data from the Payer websites using assisted and unassisted automation.
Benefits:

• HIPAA compliant secure information extraction
• Reduction of labor costs and improved productivity