Ensuring the accuracy and quality of complex, regulated documents

Compliance with regulations that involve customer communications is becoming more and more complicated. Financial services, insurers, and healthcare organizations across the globe struggle to balance the demands of regulators with the increasing demands from customers expecting faster responses, omni-channel delivery, and improved customer experiences.  The daily strain on communications and marketing teams that manage communications and content refresh cycles can be a major disruption.

Having a solid process in place for quality assurance is particularly important for heavily regulated communications and documents. Failure to comply results in fines, expensive rework and remediation events and damage to brands and their relationships with customers. Organizations in the Medicare Advantage market for example, struggle each year to prepare for the Annual Enrollment Period which requires they update complex documents (including the Annual Notice of Change (ANOC), Evidence of Coverage (EOC) and Summary of Benefit (SB)) incorporating new language from model documents the Centers for Medicare and Medicaid Services (CMS) provides. This means updating numerous long, complex documents across many plans, in both English and Spanish, incorporating detailed individual plan information, and rigorously reviewing the entire set of documents by plan to ensure changes are accurately reflected. With only a short window of time to do all this work, errata are common, as are fines, missed deadlines and rework, not to mention stress and fatigue across the teams responsible for managing changes.

For the last two years, Messagepoint Medicare Advantage customers have benefited from rigorous quality assurance (QA) and workflow capabilities for ANOC, EOC and SB documents managed within the Healthcare Touchpoint Exchange solution. The Messagepoint QA Module has enabled teams to streamline QA cycles – accelerating the review of documents, automating rigorous workflows, enabling detailed tracking of changes, issues and fixes and increased visibility into the process through detailed reporting. The net result of this is more accuracy in these important regulated documents and the ability to finish plan materials early.

Key to the process is the ability to see different versions of documents side by side to compare and contrast content changes.  These could be year over year comparisons, or even version of the same document from prior edit cycles. This combined with inline annotations enables team members to track issues, see detailed changes and understand precisely who did what in the document and when.

Robust workflow enables teams to control QA processes in a way that makes sense for their unique organization. The ability to have the right people tagged to do work at the precise right moment and have that assigned within a system that manages those changes automatically eliminates the back and forth via email that plagues many QA processes in document management teams. It also enables detailed reporting so that managers can get insight into where each document is in the process of QA, and what is left to be done. Flexible task management also enables managers to effectively re-route or assign work to individuals or groups to ensure timelines are met.

We are thrilled to announce that Messagepoint has now made the Messagepoint QA Module available to all Messagepoint customers, regardless of industry.  The team at Messagepoint recognized the challenges our customers across industries faced when managing large scale content updates to long documents such as disclosure documents, onboarding kits, contracts or policies; or when taking on larger scale content refresh projects such as a content re-write. An add-on to the Messagepoint platform, the Messagepoint QA Module provides critical capabilities to help our customers streamline and control QA processes for shorter cycles and greater accuracy.

If you are interested in understanding how the new Messagepoint QA Module can help your organization, contact our team to request a demo or visit the product page to learn more.