In the past, the support program had little in the way of automation. Peer support consultants needed to schedule calls with the insured member and usually follow up phone consultations with emailed advice.
“A five-minute phone call could easily involve 20-minutes or more administration,” says Tiffany. “There could be emails, text messages, and voicemails needed to schedule a consultation. After a phone call, there’s usually a follow-up email to send, and then, the peer support consultant would need to record all relevant details manually.”
Adding yet more effort to the process, peer support consultants needed to record details of the time spent working on cases, calculate their fee based on a day rate, and manually compose and submit invoices at the end of a month.
Constellation’s IT team wanted to streamline the entire process with a digital case management system that would eliminate manually composed communications while automating record-keeping and timekeeping.
“Our goal was to eliminate repetitive manual work,” explains Tiffany. “We’d rather pay consultants for their expert advice, not their time spent composing emails and retyping details into a standalone system.”