Case Study | Blue Cross Blue Shield of Massachusetts

Challenge: 

BCBSMA aimed to provide group and individual members with an online solution for viewing and paying invoices, improving customer experience and in-house efficiency. The company set three KPIs to track success:

• Decrease call volume related to billing inquiries by promoting self-service via online billing
• Reduce outstanding accounts receivable for small groups 
• Increase online billing adoption to reduce paper and postage expenses

Solution:

BCSMA selected Benefitplace Billing & Payments to replace paper-based billing, improve efficiency and provide a higher quality digital experience for its groups and members.

Results:

• Increased paperless billing adoption by 3X
• Reduced call volume of billing-related issues by more than 59%
• Reduced outstanding account receivables for small group business by 39%

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