Page 24 - DN Press Final NIQC

Kaizen

Platinum Winner Deepak Nayak

A major Healthcare back office support service
Deepak Nayak
settled the healthcare claims for UK, Middle East &
International clients. The Claims expert team comprised
of subject matter experts which is a Niche profile that worked
on commitment raised by Pre-Auth personal advisor who attended
to calls from customer who would be querying on outstanding claims,
Error in claims, Incorrect shortfalls, clarifications regarding the
communication received post assessment done by the claims team.

The issue was there was a high error % in commitments to the tune of 50% and
the goal was to reduce this error % by 20% which would result in a benefit of
improving the customer experience. The PDCA was being executed to facilitate a more
Error free approach and getting the claims assessment action right the first time which
lead to a satisfied & happy customer . It would also enhance the knowledge levels &
morale of employees by constant coaching and feedback sessions.

The approach was very simple to do a brainstorming and use a fishbone to depict the key points.
Post which the solutioning was done around the major root causes identified. Concepts of Mistake
proofing were also incorporated as part of solutiniong.

The end result was achieved the error % was down to 28% from 50% a reduction of 22%. This project
was indeed a success because of the commitment of the team who worked on it. The investment was
almost nil and the gain was huge. A true Kaizen indeed.

Deepak was a very sincere student of NIQC and he was very glad to have achieved recognition both
in his organisation and at DN Business excellence for this project he had done. We appreciate his
sincerity, dedication and commitment towards implementing what he had learnt.

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