Harnessing OCGs: Using Process Improvement to Create a Holistic Risk Management Approach

Track: Process Improvement

Session Number: 2110
Date: Thu, Jun 13th, 2019
Time: 11:00 AM - 12:00 PM

Description:

Case study on how WilmerHale launched and completed an intensive process improvement project, spanning multiple administrative departments and stakeholders, to “tame” an ever growing repository of client OCGs and 3rd Party payor guidelines. The resulting solution provided more streamlined services for attorneys and clients alike, and has flipped the OCG paradigm from client service risk to client service differentiator. The solution also provides enhanced capabilities for alerts, notifications and pre-bill auditing, allowing the firm to prevent common areas of revenue loss.

Session Type: Case Study

Learning Objectives: Process improvement know-how:
- Explain how to organize a process improvement workshop and apply simple but effective methods to drive valuable outcomes across impacted stakeholders
- Identify process improvement insights into creating effective solutions that span people, process and technology – What comes first?
- Describe how to create a benefits measurement plan for a process improvement project
- Identify lessons learned in teaming with technology vendors for successful outcomes in a process improvement project
Learning Objective 2: Harnessing OCG Data to Drive Compliance and Client Satisfaction
- Explain how to create a spectrum of communications and compliance strategies across the client matter Lifecyle to minimize risk related to client guidelines
- Review lessons learned on managing unique OCG requirements – RFPs, 3rd Party Payor Guidelines, client pre-approvals

Body of Knowledge (BOK) Domain: Business of Law, Client Services
Content Level: Essential
Session Type: Case Study

Learning Objectives: Process improvement know-how:
- Explain how to organize a process improvement workshop and apply simple but effective methods to drive valuable outcomes across impacted stakeholders
- Identify process improvement insights into creating effective solutions that span people, process and technology – What comes first?
- Describe how to create a benefits measurement plan for a process improvement project
- Identify lessons learned in teaming with technology vendors for successful outcomes in a process improvement project
Learning Objective 2: Harnessing OCG Data to Drive Compliance and Client Satisfaction
- Explain how to create a spectrum of communications and compliance strategies across the client matter Lifecyle to minimize risk related to client guidelines
- Review lessons learned on managing unique OCG requirements – RFPs, 3rd Party Payor Guidelines, client pre-approvals

Body of Knowledge (BOK) Domain: Business of Law, Client Services
Content Level: Essential