April 28, 2020
To all our Valued Customers,
We have now completed our 5th week of full-time work from home (WFH) for our Claim Decision Readiness (CDR) team. I am pleased to report that all connectivity, functionality, and capabilities for our WFH associates are working as designed and expected. This has enabled us to continue to provide our Claims Decision Readiness services, without disruption, to all clients.
And, despite conventional thinking, due to most of the country being under a ‘Stay at Home’ order, that claimants would not be able to see their physicians and not be able to timely complete and return requisite claim information, FastTrack has experienced a 5.4% increase in returned mail in the five weeks since we started to WFH as compared to the five weeks prior.
We have also seen a modest increase of 1.2% in the volume of outbound letters being sent to claimants, suggesting that most carriers are continuing to request information from their claimants as needed, despite providing more flexibility on when these requests need to be responded to.
FastTrack has also experienced a shift in how we are receiving our returned mail, with only 48.8% of correspondence being received via fax in the last five weeks, whereby 52.4% was received via facsimile in the five weeks prior. This is primarily being driven by a modest decline in faxes from attending physicians’ offices (the primary source of faxed responses) and an increase in physical mail from claimants (primarily in the form of requests for extensions for requisite information).
FastTrack has also grown it’s CDR team during this crisis – adding three new associates to the group. And, the team overall continues to exceed its quality objectives and service delivery commitments (SLA’s) with a QA score exceeding 98.5% both before and since moving to a WFH environment.
As the situation continues to evolve, know we will continue to invest in our capabilities, equipment and our team members to make sure we are positioned to provide uninterrupted delivery of services to each of you.
Best Regards & Please be safe!
Thank you,
Thomas Capato
CEO @ Kamine Technology Group, LLC
