In our pharmacy division, we focus
on streamlining inputs and using
AI to process infinite data points.
From there, we can help insurers by
providing insights through real-time
interfaces, as well as in more detailed
reporting, so they can positively effect
their claims programs. For example,
we can use AI to identify an injured
worker who may be at risk for opioid
addiction before a risk alert could.
In this case, a claims professional
would then be empowered to take
a more proactive approach to the
case. Claims professionals can use
the power of AI to save lives. That is
the promise of how technology truly
enables better outcomes.
About
Mitchell International, Inc.:
Headquartered in San Diego,
California, Mitchell International,
Inc., delivers smart technology
solutions that simplify and accelerate
claims handling and repair processes,
driving more accurate, consistent and
cost-effective resolutions. Mitchell
integrates deep industry expertise
into its workflow solutions, providing
unparalleled access to data, advanced
analytics and decision support
tools. Mitchell’s comprehensive
solution portfolio and robust SaaS
infrastructure connect its customers
in ways that enable tens of millions
of electronic transactions to be
processed each month for more than
300 insurance companies, over 30,000
collision repair facilities and countless
other Property & Casualty industry
supply partners across the Americas
and Europe.
For more information, please visit
www.mitchell.com/scriptadvisor
How is your business model
changing to meet the needs of
a new generation of workers,
while continuing to serve the
needs of your clients?
Specific to the PBM business model,
there are two changes that revolve
around engagement. First, we have
built the clinical expertise straight
into the product. Just like Netflix
can anticipate what movie you want
to watch next, smarter product
solutions anticipate challenges in the
claim before they become a problem.
This solves the knowledge gap for
new employees but also frees them
up for more meaningful customer
engagement.
The second change is driven by more
direct engagement with the injured
party. As our business model takes a
more wellness- and patient-centric
approach, we are better aligned with
the needs of our customers. We are
able to create more solutions, such
as mobile prescription re-orders
and appointment text alerts, to
make claims professionals more
efficient as well as meeting the
customer experience expectations of
claimants. This ultimately delivers a
better experience and drives better
outcomes for all.
What do you see as the greatest
challenge the claims industry
will face in the next five
years and how is the industry
addressing this issue?
The greatest challenge and
opportunity is around artificial
intelligence (AI) and data. AI is
already affecting the entire auto
insurance model. We also see many
insurers challenged by the speed and
volume of available data. However,
together these forces can be a
powerful opportunity for our industry.
What key digital trends are
most impacting insurance
claims departments and how?
At Mitchell, we see the customer
experience as the biggest digital trend
affecting the industry today. Our
customers and their claimants are
interacting across channels and across
platforms. There is an expectation
that these engagements be highly
personalized with mobile-friendly
design that also delivers seamless
experiences from one platform to
the next.
In the Pharmacy Benefit Management
(PBM) side of our business, we have
incorporated these new standards
with claims information and decision-making tools that can be accessed
24/7 and use visualization to help
claims departments make data-driven
decisions wherever they access the
claim information. In the very near
future, we anticipate digital trends
such as tele-medicine and artificial
intelligence like IBM’s Watson will
change the way we all interact across
the scope of medicine.
Dave Torrence
Executive Vice President &
General Manager, Pharmacy
Solutions, Mitchell