PHastrak Goes Live
PHN's Broker Service Unit (BSU) has introduced an innovative Lotus Notes based computer application entitled "PHastrak". PHastrak was designed to facilitate efficient processing, tracking and reporting on the status of both new and renewing business during the installation process. The system is built upon a shared platform for multi-users that will be internet-enabled in the near future. As designed, it allows concurrent installation processing at PHN resulting in an efficient, user-friendly approach to managing the installation process. Built into the system is the ability to send e-mail notification to the broker or broker administrator at a number of checkpoints along the installation timeline. Additionally, other service partners such as pharmacy and mental health vendors will benefit by receiving group enrollment information in a more timely manner.
PHastrak operates as follows:
Once an employer group packet of documents is received in the BSU, an electronic record is created for that group. The record is instantly available to all departments involved in installing the account including Underwriting, Benefit Planning, and Membership and Customer Accounting (MCA). Data entered into a header record automatically populates fields throughout the tracking system and offers concurrent real-time processing enabling each of these departments to have a unique view of every client file. As the "packet" travels internally from department to department, additional data is input. Once again, these updates become available to each department in the installation process. The process creates synergy at all levels of installation.
The PHastrak initiative also includes the PHastrak Reporting Utility (PRU). The PRU performs a wide variety of statistical and historical analyses and documents the results. Numerous reports tracking the timeliness and accuracy of the group packets as well as volumes of business can be generated to assist brokers, broker administrators and CareFirst personnel.
The sophisticated PHastrak system has already paid dividends in improving PHN's overall installation performance, and promises to help us develop an entirely new standard for customer service and efficiency.
