Boston Scientific added the zPaper platform to its patient authorization and approval process to have a more efficient workflow that produced real-time activity insights.
Based in Marlborough, Massachusetts, Boston Scientific Corporation (NYSE: “BSX”) began manufacturing medical devices to “transform lives through innovative medical solutions that improve the health of patients around the world” in 1979. The company is dedicated to improving patient lives by partnering with physicians to get patients access to life-changing therapies in many medical specialty areas.
One critical aspect of Boston Scientific’s operations is authorization processing and approvals. The company strives to have patient applications processed expeditiously and efficiently to achieve a positive outcome from the carrier. Additionally, Boston Scientific seeks to scale its services to meet the demand as best as possible across healthcare areas.
Boston Scientific utilizes fax as one of its primary document-sharing channels due to security and low chances of hacking. Fax still remains to be a common channel in the healthcare and life sciences industry. Yet faxing isn’t perfect. Quality issues such as lines going down, incomplete faxes, and multiple send/receipt failures forced Boston Scientific to rely on two separate fax solutions.
Prior to adopting Salesforce and zPaper, the authorization and approval workflow was a tedious multi-step process that entailed processing the case in a CRM, exporting it to the desktop, attaching it as an email, routing it through the server via the fax solution, waiting for confirmation, downloading, printing the document to a PDF then finally uploading it back to the CRM. Additionally, Boston Scientific didn’t have access to adequate analytics reporting.
In an effort to streamline and further digitize its operations, Boston Scientific adopted Salesforce. When Boston Scientific went live with its initial Salesforce solution, the original fax solution lacked integration features with Salesforce and its adherence to HIPAA requirements. In addition, the company now had both internal and external communications processes to take into consideration. Ideally, Boston Scientific sought to leverage a single solution that would allow them to address their current outbound requirement and eventually, centralize and scale their entire document journey management processes.
Prior to adopting Salesforce and zPaper, the authorization and approval workflow was a tedious multi-step process that entailed processing the case in a CRM, exporting it to the desktop, attaching it as an email, routing it through the server via the fax solution, waiting for confirmation, downloading, printing the document to a PDF then finally uploading it back to the CRM. Additionally, Boston Scientific didn’t have access to adequate analytics reporting.
In an effort to streamline and further digitize its operations, Boston Scientific adopted Salesforce. When Boston Scientific went live with its initial Salesforce solution, the original fax solution lacked integration features with Salesforce and its adherence to HIPAA requirements. In addition, the company now had both internal and external communications processes to take into consideration. Ideally, Boston Scientific sought to leverage a single solution that would allow them to address their current outbound requirement and eventually, centralize and scale their entire document journey management processes.
Boston Scientific selected zPaper to achieve the goal of establishing systems of interoperability with Salesforce and improving process efficiency. Boston Scientific chose zPaper on the following criteria:
With the zPaper platform, the outbound process flows smoothly. The faxed documents are received directly into Outlook and uploaded into Salesforce via zPaper from a shared drive. The documents are then stacked and attached to a case. The outbound flow uses zPaper fax capabilities through Salesforce to send documents to the insurance carrier. Boston Scientific has the ability to view the analytics in real-time.
With the zPaper platform, Boston Scientific now has a more efficient healthcare document journey process and access to actionable reporting and operational insights.
- Erin Markovich, Boston Scientific
Boston Scientific claims the zPaper platform is “very easy to use and very secure”. In fact, Boston Scientific has recommended the zPaper document journey automation solution to its subsidiary, BSCI Latin America.
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