Case Studies

Sustaining Compliance in an Increasingly Regulated Environment

For decades, this BlueCross and BlueShield firm has been serving the health care coverage needs of its members through Individual and Group health care coverage, National Accounts, and Medicare/Medicaid program servicing.

The Nolan Company was enlisted to aid a large regional group insurer and HMO with the redesign of its claims and customer service areas in the company's growing managed care business segment. Problems included inefficient processes, incorrect use of existing technologies, random assignment of work and rework, and staff training which was not linked to improving customer service.

Improving the Deposit Acquisition Process

All retail banks strive to enhance the customer experience while reducing time and cost. This project demonstrates how major divisions within a bank can work together to accomplish change quickly while streamlining the processes that pave the way for the introduction of new technology.

Reducing the Efficiency Ratio

Trustmark National Bank, based in Jackson, Mississippi, was concerned about expense controls, capacity improvements and untapped revenue opportunities. Trustmark set a goal to reduce their efficiency ratio below the current 53% level. Bank management determined that a first step toward improvement was to participate in the Robert E.

Rapid Solution for HIPAA Requirements

The Health Insurance Portability and Accountability Act (HIPAA) was passed in 1996. The Department of Health and Human Services published a final rule regarding standards for electronic transactions in health care. Currently health care organizations must comply by fall of 2003.

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