Case Study: Visiting Nurse Service of New York (VNSNY) achieves faster, more secure appeals and grievances processing with OnBase

Payer enhances efficiency and security by automating appeals and grievances processes

VNSNY CHOICE, a New York not‑for‑profit health plan created by the Visiting Nurse Service of New York, faced slow, paper‑based appeals and grievances (A&G) workflows that relied on Access databases and Windows folders, leading to lost documents, interrupted workflows and long turnaround times. The organization needed a more secure, auditable way to track cases and meet regulatory reporting requirements.

In June 2016 VNSNY CHOICE implemented Hyland’s OnBase to ingest and categorize incoming mail and email, auto‑assign cases, and auto‑populate response templates with membership and eligibility data. The solution reduced processing time by about 30 minutes per case, improved data quality and security, streamlined reporting and dashboards, and set the stage for further integrations and automated workflows.

Visiting Nurse Service of New York (VNSNY)

Tanya McCray

Vice President, Grievance and Appeals and Vendor Management