A Western New York health plan serving 330,000 members shows what changes when the people who own member communications can update them without waiting on IT.
Independent Health produces well over two million member documents a year, from approval and denial letters to member ID cards and summaries of benefit coverage. Everyone has to be accurate, on brand, and compliant with state and federal rules that keep shifting. For years, updating that correspondence meant routing the work through IT and product development, then waiting. This case study is a candid Q&A with the director and manager of enterprise content management at Independent Health on how Cincom Eloquence changed who holds the pen.
What you'll discover inside:
The specific moment a required regulatory letter change went from a multi-week product-development ticket to a same-day fix made by the team itself.
How a Microsoft Word-based authoring approach let Independent Health bring business-side template authors up to speed, and why that shortened onboarding.
A close look at the staffing math behind their "by-request" jobs, and the change that let one person do work that used to take two.
What migrating welcome kits, approval and denial letters, and member ID cards onto a single platform looked like in practice.
How Independent Health's digital transformation is playing out day to day, including running 50,000 monthly Explanation of Benefits statements through Eloquence and piloting real-time print and digital delivery for members.
For any health plan weighing how much of its member correspondence still routes through IT, this is a first-hand account of what it takes to move that control to the business and what the plan got back in speed, cost, and compliance.
Get the full Independent Health case study.
