Meet Healthcare's Unique Physical And Digital Documentation Challenges

With 180,000 customer documents in production each year, FirstCare required a secure and efficient system for generating and archiving both digital and physical documents.  Because FirstCare offers government programs such as Medicaid, they required a document management system that could meet stringent federal healthcare requirements. Depending upon the program implemented, regulations call for strict privacy and security standards for all data, and very specific templates for ID cards, explanations of benefits, policies and other official notifications to members.

FirstCare originally used software that was custom developed, however it did not support the graphic design principles and material requirements for producing customer ID cards. Creating and managing customer ID cards became cumbersome at best. With this software, any variation in an ID card required a completely separate template. This proved to be a timely and inefficient process with limited version control.

Tracking defects on ID cards was a labor-intensive process, as FirstCare had to check every single document after printing. The company regularly threw away stacks of faulty ID cards and default rates became a source of daily discussion for senior management.

FirstCare needed an integrated solution that would effectively produce accurate ID cards on a mass scale and offer consumers access to their account information via an online portal.

Access this full case study to see how FirstCare solved its documentation challenges.