Case Study: Leading Managed Care Organization reduces errors and streamlines CMS document production with RR Donnelley

Automating a Manual Process Helps Reduce Risk and Errors

Leading Managed Care Organization, a leading managed care organization, needed a better way to produce, mail, and manage CMS-regulated Medicare materials across multiple states. With lengthy, highly versioned documents and tight CMS approval deadlines, its manual and homegrown processes for Summary of Benefits, Evidence of Coverage, and Annual Notice of Changes documents were causing errors, delays, and compliance risk. RR Donnelley supported the effort with its RRD Healthcare Solutions document automation tool.

RR Donnelley began with a process assessment and then implemented its document automation tool to streamline versioning, improve document control, and reduce manual work. By the second year, the organization had eliminated extensive manual processing, achieved reduced cycle times, more consistent content, improved accuracy, and better support for in-language, large print, and 508-compliant materials. RR Donnelley also helped free knowledge experts to focus on content quality and accuracy while improving compliance metrics and overall workflow efficiency.