Case Study: Top 5 U.S. Healthcare Provider achieves faster, more effective claims processing with Mattersight

Leading healthcare provider ensures a faster, more effective claims processing operation

Top Healthcare Provider, one of the largest U.S. healthcare providers, was struggling to improve claims processing across millions of claims each year. Agents were under pressure to work quickly and accurately, but managers lacked visibility into the root causes of slower processing and inconsistent performance, so they turned to Mattersight and its Desktop Analytics solution.

Mattersight implemented Mattersight Desktop Analytics for an initial group of claims agents, giving supervisors real-time dashboard insights into desktop activity, idle time, and performance patterns. The solution helped identify inefficient processes and compliance risks, enabled targeted coaching, and led to 10,000 coaching sessions, a 22% reduction in desktop idle time, and a 25% increase in claims processing efficiency.