Workflow Standardization and Procedure Development

APG has supported several clients with the documentation of current workflows and process models across their organizations to standardize or simplify work efforts with the intent of transforming their workflows and systems to achieve improved operations and financial results.  Key highlights from across our clients include:

  • Process model inventory and workflow documentation for over 100 business critical processes that were subsequently transitioned to Standard Operating Procedures (SOPs) and related staff job aides for a national Association
  • Business requirements and technical specifications for the selection and on-boarding of a new operating system including implementation of a third-party administrator (TPA) claim vendor, implementation of a member and provider database, and support to external payment and call center vendor systems
  • Development of HIPAA compliance programs for several national payer organizations including internal privacy and security procedure inventory, regulatory gap analysis, new procedure development and staff training for nearly 3,000 staff members across multiple organizations
  • Staff and leadership process interviews and system mapping sessions with over 50 clients in support of internal workflow standardization and improvement projects across all parts of the operating units, claims, customer service, provider network, credentialing, supply chain management, revenue cycle management, patient experience and information system integration

APGs proven Business Transformation methodology and toolkit has been utilized by our clients to accelerate their workflow standardization and system enhancement activities and can be quickly deployed in all parts of an organization to augment internal staff activities or provide a starting point for internal assessment and change initiatives.