Contract Spy
London, UK
Your tasks
Map and document the existing end-to-end claims journey, including process steps, hand-offs, systems, data inputs, controls, decision points and customer interactions
Conduct and facilitate workshops and interviews with claims handlers, operations teams, customer-facing teams and other stakeholders to understand current ways of working and key pain points
Assess claims processes from both internal operational and external customer-experience perspectives, identifying opportunities to improve productivity, quality, cycle time and customer outcomes
Identify activities suitable for simplification, standardisation, workflow automation, AI augmentation or full automation
Develop and apply a process and automation maturity framework to classify current capabilities and define the appropriate future-state maturity for each part of the claims journey
Design future-state claims processes incorporating AI, automation, straight-through processing, intelligent...