Integrated Behavioral Health (IBH), of Laguna Niguel, Calif., specializes in behavioral health plan administration, employee assistance programs, psychiatric disability management and work-life services. The managed-care provider serves Fortune 1000 employers, business coalitions, insurance companies, union health plans, HMO's and PPO's.
The company had grown so rapidly, however—800 percent over nine years—that it’s paper-based systems were creating barriers to effective service. Case documents were not readily accessible for review, and claims required an unacceptably long time to process. The claims were being logged and distributed manually, producing mounds of paper throughout the organization. Eventually the backlog totaled 800 to 1,000 claims, and hundreds of file cabinets were stuffed with client charts. Mailroom staff was overburdened by sorting mail and inter-office paperwork and routing it to the appropriate desk. Claims could occasionally be misplaced in this process, delaying the initiation of appropriate actions relating to the information the forms contain, and sour the experience and satisfaction of clients.
To resolve these issues, IBH searched for a comprehensive enterprise content management system that offered the processing power and flexibility mandated by larger health-care insurers.