Case Study: VNS Health achieves faster, more secure appeals and grievances processing with OnBase

New York health plan enhances efficiency and security by automating appeals and grievances processes

VNS Health, a New York health plan, needed a better way to manage appeals and grievances processes while improving efficiency, security, and data control. Using OnBase, the organization sought to replace a more limited Access database setup and reduce the manual effort involved in handling incoming mail, email, and case information.

OnBase helped VNS Health automate case assignment and template population, with A&G data categorized by a third-party vendor and then processed in OnBase for staff review. The result was cleaner, more secure data and easier case tracking, while automation cut about 30 minutes from the time needed to process each case. OnBase also streamlined reporting and dashboarding, making it easier to identify regulator-relevant complaint and provider information.

VNS Health

Tanya McCray

Vice President, Grievance and Appeals and Vendor Management