Case Study: New Directions Behavioral Health achieves streamlined, accurate patient notification letters and near-zero template management with ActiveDocs

New Directions Behavioral Health simplifies patient correspondence with ActiveDocs document automation software

New Directions Behavioral Health, a managed behavioral healthcare provider serving more than 5.3 million subscribers, faced an unsustainable, error-prone process for producing thousands of regulatory patient notification letters each year. The company relied on hundreds of Microsoft Word templates (about 90 state-specific sub-templates for Medicaid alone) and a three-person team to manage them, which did not scale with rapid growth. To address this, New Directions implemented ActiveDocs document automation and template management software as part of its modernization effort.

ActiveDocs was integrated with New Directions’ OPTAMUM case management system so letters are generated from workflows or a single button click that pulls data automatically from OPTAMUM. The ActiveDocs solution consolidated documents—collapsing as many as 90 sub-templates into as few as three—reduced template-management staff from three to none and cut template management time almost to zero, improved accuracy and consistency, and enabled on-demand reproduction of notifications; New Directions plans to extend ActiveDocs to all patient and provider documents.

New Directions Behavioral Health

David Mauer

Vice President of Technology