Case Study: VillageCareMAX achieves HIPAA-compliant automated direct mail and 4,000 hours saved annually with Lob

VillageCareMAX Saves Over 4,000 Hours a Year by Automating HIPAA-Compliant Direct Mail

VillageCareMAX, a New York–based managed long-term care plan, faced a costly, manual process for sending HIPAA‑sensitive member care plans and logged mailings: its mailroom spent over 300 hours per month preparing 2,500 monthly care plans and maintaining detailed delivery records. To address compliance and scalability, VillageCareMAX integrated with Lob’s automated direct mail/printing and distribution service.

Using Lob, VillageCareMAX automated care plan letters and monthly agency reports, cutting costs to a fraction of their prior spend and saving roughly 4,000 staff hours per year. Lob’s solution sped delivery, maintained HIPAA‑compliant tracking, supported a remote workforce during COVID‑19, and enabled new automated workflows (with plans to expand into complaints, appeals, and authorization letters) that improved partner communication and member care.

VillageCareMAX

Stuart Myer

Chief Information Officer