Case Study: Visiting Nurse Service of New York Achieves a Paperless, Best-in-Class Grievance Process with Digiscribe

Visiting Nurse Service of New York - Customer Case Study

Visiting Nurse Service of New York (VNSNY CHOICE Health Plans) needed to build a best-in-class grievance and appeals unit while improving process efficiency, strengthening controls, reducing storage and supply costs, and ensuring timely, compliant responses for its 40,000 Medicare Advantage members. The customer turned to Digiscribe for mailroom services and document scanning/indexing to help replace a cumbersome paper-based workflow.

Digiscribe outsourced the grievance and appeals mailroom, scanned and indexed incoming documents, added electronic timestamps as proof of receipt, and delivered digitized files within 24 hours via secure FTP. The new paperless process improved audit readiness, increased staff productivity, accelerated case resolution, and eliminated misplaced-paper frustrations, while saving more than $6,000 annually in storage and materials costs.

Visiting Nurse Service of New York

Paulette Wunsch

VP, Grievances & Appeals