Improve Health Payer Operations and Customer Experience with Standardization and RPA-Bots

Don’t choose. Get both.

Turbocharge health insurance operations and improve member experience with Knowledge Work Standardization® and RPA robots!

Health payer challenges

Health insurance operational (Ops) challenges, and customer-experience (CX), or member challenges, are two different things, right?


More than 60 percent of the time, they’re two sides of the exact same coin.

And both are solvable with Knowledge Work Standardization™ and robotic process automation or RPA.


Call-center confusion

A member calls the contact center and validates their info. Then they’re handed off to another rep, who must re-validate their info. And then another. And another.

That’s more than an operational cleanup job. That’s dangerous “membership erosion,” hiding in plain sight.

Robots can handle repetitive health insurance chores. But they can’t fix inefficient processes. That’s where The Lab’s patented Knowledge Work Standardization, or KWS, comes in.

Member and bot friendly processes

Inefficiencies. Work-arounds. Rework. You don’t want to automate that. You want to get rid of it.

But first, you need to find it.

That’s what The Lab has been doing for 25-plus years, for the Fortune 500 on down. Implementing our KWS ramps up health insurance operational efficiency and capacity by 20 percent—while delivering massive CX benefits—without any new technology whatsoever.

It also paves the way for faster-than-lightning robots.

Elevate member experience past expected levels

When The Lab implements KWS and installs RPA robots, health insurance operations go smoother, and members start to see the responsiveness they’ve come to expect in a web-enabled world.

But it’s easy to get even better. To exceed their expectations. To provide a truly transformative experience.

With KWS in place, it’s simply a matter of instructing a bot to handle more chores. Like scrubbing through mountains of regulatory updates to speed products to markets. Or sifting through reams of data to identify members who are likely to leave—or upsell opportunities to hand off to Sales.

Implement in less than 6 months

There’s a lot of misinformation floating around, when it comes to automation and RPA bots. Like the notion that knowledge workers hate them. Or that you need to first create an RPA center of excellence at your health insurance business, investing a fortune in time and money, just to get started.


First, knowledge workers love robots and the drudgery they eliminate. Second, The Lab can build your robots, on an à la carte basis, from our offices in the U.S., in just weeks. This lets you decide how much RPA capability you want in-house. You’ll be delighted—talk about a great customer experience!


See for yourself

Don’t just take our word for it. Book a free, no-obligation 30-minute screen-sharing demo with The Lab today. We’ll show you, clearly and simply, how we’ve addressed operations and CX—two birds with one stone—for so many other health insurers… and how we can help you, too.

Call (201) 526-1200 or email to book your free demo today!


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