CASE STUDY

Boston Scientific

How Boston Scientific uses zPaper to streamline patient authorizations

Summary

Boston Scientific added the zPaper platform to its patient authorization and approval process to have a more efficient workflow that produced real-time activity insights.

Overview

Based in Marlborough, Massachusetts, Boston Scientific Corporation (NYSE: “BSX”) began manufacturing medical devices to “transform lives through innovative medical solutions that improve the health of patients around the world” in 1979. The company is dedicated to improving patient lives by partnering with physicians to get patients access to life-changing therapies in many medical specialty areas.

One critical aspect of Boston Scientific’s operations is authorization processing and approvals. The company strives to have patient applications processed expeditiously and efficiently to achieve a positive outcome from the carrier. Additionally, Boston Scientific seeks to scale its services to meet the demand as best as possible across healthcare areas.

Boston Scientific utilizes fax as one of its primary document-sharing channels due to security and low chances of hacking. Fax still remains to be a common channel in the healthcare and life sciences industry. Yet faxing isn’t perfect. Quality issues such as lines going down, incomplete faxes, and multiple send/receipt failures forced Boston Scientific to rely on two separate fax solutions.

Prior to adopting Salesforce and zPaper, the authorization and approval workflow was a tedious multi-step process that entailed processing the case in a CRM, exporting it to the desktop, attaching it as an email, routing it through the server via the fax solution, waiting for confirmation, downloading, printing the document to a PDF then finally uploading it back to the CRM. Additionally, Boston Scientific didn’t have access to adequate analytics reporting.

In an effort to streamline and further digitize its operations, Boston Scientific adopted Salesforce. When Boston Scientific went live with its initial Salesforce solution, the original fax solution lacked integration features with Salesforce and its adherence to HIPAA requirements. In addition, the company now had both internal and external communications processes to take into consideration. Ideally, Boston Scientific sought to leverage a single solution that would allow them to address their current outbound requirement and eventually, centralize and scale their entire document journey management processes.

Challenge

Prior to adopting Salesforce and zPaper, the authorization and approval workflow was a tedious multi-step process that entailed processing the case in a CRM, exporting it to the desktop, attaching it as an email, routing it through the server via the fax solution, waiting for confirmation, downloading, printing the document to a PDF then finally uploading it back to the CRM. Additionally, Boston Scientific didn’t have access to adequate analytics reporting.

In an effort to streamline and further digitize its operations, Boston Scientific adopted Salesforce. When Boston Scientific went live with its initial Salesforce solution, the original fax solution lacked integration features with Salesforce and its adherence to HIPAA requirements. In addition, the company now had both internal and external communications processes to take into consideration. Ideally, Boston Scientific sought to leverage a single solution that would allow them to address their current outbound requirement and eventually, centralize and scale their entire document journey management processes.

Approach

Boston Scientific selected zPaper to achieve the goal of establishing systems of interoperability with Salesforce and improving process efficiency. Boston Scientific chose zPaper on the following criteria:

  • Integration​ - The chosen solution had to be tightly integrated into the Salesforce platform.
  • Compliance​ - A platform with strict attention to compliance was required to ensure documents had been delivered and SLAs had been met. zPaper is both HIPAA compliant and HITRUST certified.
  • Updates​ - Access more timely status updates on activities.
  • Efficiency​ - Allow for a more efficient document journey process that entailed fewer steps and less room for error.

With the zPaper platform, the outbound process flows smoothly. The faxed documents are received directly into Outlook and uploaded into Salesforce via zPaper from a shared drive. The documents are then stacked and attached to a case. The outbound flow uses zPaper fax capabilities through Salesforce to send documents to the insurance carrier. Boston Scientific has the ability to view the analytics in real-time.

The Results

With the zPaper platform, Boston Scientific now has a more efficient healthcare document journey process and access to actionable reporting and operational insights.

zPaper enhanced our business processes and reduced costs and time to complete the steps in the process by tightly integrating fax capabilities with Salesforce. The platform implementation was seamless. The sales team offered an authentic and personalized experience. Any questions or concerns that we had were addressed in a timely manner. The customer support team was super responsive."

- Erin Markovich, Boston Scientific

Boston Scientific claims the zPaper platform is “very easy to use and very secure”. In fact, Boston Scientific has recommended the zPaper document journey automation solution to its subsidiary, BSCI Latin America.

To learn more about zPaper's document journey automation platform and solutions, click here​ to connect with a solutions expert.

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