Contextualized Workflow:
Reshaping the TPA Industry
by Andy Bartel
Vice President of Sales — Group Division
TASC (Total Administrative Services Corporation)
Madison, WI
andy@tasconline.com
Third-party administrators are investing more dollars into innovative technology
because customers are more comfortable with technology and are looking for fast, accessible and accurate access to their health care benefits.
Service expectations are determined and ultimately measured by the type of communication channel used to transmit the information to the TPA. Communication
channels include Web chat, Web forms, text messages, fax, phone, e-mail or snail
mail. We use these channels to filter a “request for work” through a workflow system
where work is queued based on the context of the communication, the product involved and the specifics of the individual communicating before being delivered to a
product-line expert. This type of work design allows for fast, accurate and accessible
delivery to the customer. In today’s economy and market condition, who wouldn’t
want this type of service model?
