Overview

Aetna Inc. (Aetna) is a US-based health insurance company, which offers health insurance plans and services, including medical, pharmaceutical and dental plans, Medicare plans, Medicaid services, Behavioral health programs, and Medical management.

Opportunity

The cycle time of servicing/processing requests was quite high due to the manual nature of the process​. Due to the complexity of process and rules, agents couldn’t go through all possible rules leading to errors. ​ Long cycle time had led to a backlog of over 70K records.

Solution

The monitoring and execution of tasks were automated based on business rules.​ Bots handled the complex process by checking multiple rules and running verification with high levels of accuracy.​

AssistEdge RPA configured over 25 main rules with each main rule having 5 sub-rules with automation.​

Outcome

Cleared 10K transactions in a short period of time through automation

Reduced backlog volume significantly

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