Background
Our customer is a national health insurance provider that mails large volumes of member communication correspondence and is required by the Centers for Medicare and Medicaid Services (CMS) to provide proof of these mailings. This required proof is routinely audited by the CMS.  Among the audit requirements: the ability to show when an item has mailed, the recipient, and a copy of the correspondence with any enclosures.  

Analysis and Teamwork
United Mail, working with key personnel from the insurer, introduced a web based electronic document storage system that can be customized to meet the requirements of CMS.  The insurer’s call center can also access the system for the purpose of re-prints or re-sending documents to their customers. 

Results
With minimal start up costs, United Mail provided the insurer with one centralized, secure web based system to store all documents mailed or sent electronically.  The insurer now meets CMS auditing requirements, but additionally, through the efficiency gained from this "one stop" location for documents and reporting, the insurer’s call center decreased member assistance time by 30% and virtually eliminated customer callbacks because operators can now locate documents and re-send to recipients immediately.