Client Successes

Program and Operations - Supporting Prescription Drug Card Systems

Health Insurance Organization

Challenge

This health insurance organization used a beneficiary database (BD) as its single, authoritative source for demographic and entitlement data. The BD provides an integration point to standardize different types of beneficiary data that are sometimes fragmented across various sources or are often redundant within isolated legacy systems. The client wanted to ensure quality of interactions for a new user community on a discount drug card system. So they brought in Customer Value Partners (CVP) to support the Prescription Discount Drug Card Program, which expands on the current BD system. In addition, the CVP team was asked to consult on current and future state initiatives that provide a discount drug card to beneficiaries and transitional assistance to beneficiaries meeting low income thresholds.

Approach and Results

CVP supports this program by providing program and operational support analysts who oversee the quality of communications between development contractors and the extended stakeholder community - including the SSA, IRS, state agencies, and drug card sponsors. CVP has developed requirements for operations capabilities, and has developed monitoring and reporting processes that advance quality management practices. Working as part of a client team, CVP has modeled a closed-loop feedback process that focuses on root cause analysis to uncover core issues that must be addressed by the development contractor.