Case Study: Optum achieves faster benefits enrollment and streamlined patient intake with Adobe Experience Manager Forms

Eligibility and Enrollment Advocates simplify complex benefits application processes with Adobe Experience Manager Forms

Change Healthcare, one of the largest independent healthcare technology companies in the U.S. (15,000+ employees across 110 U.S. locations and operations in seven other countries), helps hospitals guide uninsured patients through complex assistance programs. Its Eligibility and Enrollment Advocates struggled with a slow, manual workflow: representatives collected patient information at the bedside, returned to offices to enter data, and patients often had to sign dozens of pages — applications could reach 50 pages and require up to 26 signatures — creating delays and stress.

Change Healthcare implemented Adobe Experience Manager Forms so representatives can complete, prepopulate, validate, and attach documentation on tablets, work offline, and capture a single electronic signature that propagates across forms. The solution reduced redundant administrative tasks and average application time, enabled screening of nearly 150,000 patients, improved point-of-service experiences and staff productivity, and is projected to lower costs substantially as enrollment efficiency scales.

Optum

Marco Bland

Director of Implementation Services