CUSTOMER STORY
Healthcare Organization Modernizes Document Communications and Payment Workflows
Streamlines 1M+ communications and payments annually to capture savings and enable growth
Industry:
Healthcare Benefits Administration
Size:
Third-party administrator (TPA) with 500+ employees
Location:
United States
Solution:
Primary Use Case:
Document composition and delivery; secure payment processing and remittance
Document Types:
ID cards, policy summaries, invoices, collection notices, ACH files, checks, remittance summaries
Scale:
1M+ annual communications; 54,000 ACH payments and 10,000 checks annually
As a national third-party administrator (TPA) of self-insured healthcare solutions, this organization manages more than 1M communications annually—including ID cards, policy summaries, invoices, and payments. Rapid growth and reliance on manual, vendor-dependent processes were creating inefficiencies and increasing costs. To keep pace and deliver a better digital experience for both staff and customers, the organization turned to MHC to modernize their document and payment workflows.
The Challenge:Disconnected Workflows and Costly Manual Processes
Legacy processes relied heavily on third-party vendors and manual steps, creating costly bottlenecks that slowed delivery and increased risk.
- Document composition was outsourced to a print service provider that used a legacy file-based approach, costing up to $4 per document. ID cards were occasionally printed with incorrect logos, and turnaround times stretched into weeks or months.
- Invoices and collection notices were produced by a separate billing system that stored static PDFs without audit trails, access controls, or reliable search. Staff struggled to locate files, and customers lacked convenient, self-serve access to billing information.
- Payment processing required multiple tools and manual reconciliation across systems, introducing the risk of mismatched data, delays, and inefficiencies.
The Solution: Integrated Document and Payment Automation
To modernize operations and support growth, the organization implemented MHC’s purpose-built automation solutions for customer communications management (CCM) and accounts payable (AP), integrated with its new in-house billing platform and core ERP system. Together, the solutions streamlined end-to-end document generation, digital delivery, and secure payment processing.
In-House Composition and Delivery Workflows
By replacing third-party rendering with in-house document composition, the organization gained control over more than 250 templates and 80+ plan variations used to generate ID cards, policy summaries, invoices, and collection notices.
The new system allows the organization to:
- Manage customer communication changes in-house without vendor dependency, for greater speed and agility
- Enable secure storage and document retrieval for compliance and audit validation
- Provide a seamless, self-serve customer experience powered by API-based portal access
The organization’s new billing platform also integrates with MHC’s composition and delivery workflows to dynamically generate and store invoices and collection notices, which are rendered and archived in Box. Documents are retrieved via API using job IDs, enabling efficient and secure access for staff.
Payment Workflows
For vendor payments, the organization automated invoice-related transactions using integrated workflows that process payment data from Microsoft Dynamics GP (Great Plains)—supporting secure payments, remittance generation, and audit-ready workflows across ACH and checks.
The new system allows the organization to:
- Automatically group invoices by business rules (e.g., group number, location number) and deliver them to customer for self-serve portal access
- Generate 55K ACH transactions and 10K check payments annually—with appropriate review and release workflows
- Merge payment data and remittance details into a single, complete output file to simplify vendor reconciliation
- Deliver checks and invoices through MHC’s print and mail services, reducing internal overhead and improving turnaround times
The streamlined AP payments process increases back-office efficiency and complements the productivity gains and improved customer experience enabled by their modernized billing process.
Key Benefits and Results
The new system delivered immediate and measurable improvements in efficiency, compliance, and security.
Area
Result
Cost Control
Eliminated $4-per-document vendor rendering fees
Speed
ID cards and documents delivered in days instead of weeks or months
Control & Accuracy
In-house management of 250+ templates with 80+ variations
Workflow Efficiency
Reduced manual payment processes and consolidated outputs
Security & Compliance
Audit-ready storage (via Box), role-based access, and secure delivery
Customer Experience
On-demand access to billing documents via self-serve customer portal
Scalability
Enabled scalability and growth to support 1M+ annual communications and payments
Conclusion:
Working with MHC, this healthcare benefits administrator modernized the full lifecycle of its billing operations—from document generation and delivery to secure payment processing.
By bringing document and payment composition in-house, they eliminated third-party fees, gained control over templates, and now store documents securely in Box—delivering compliant, API-driven access to critical documents through a customer portal for faster, self-serve convenience. On the payment side, ACH and check transactions are processed using automated workflows, role-based approvals, and consolidated remittance.
Together, the MHC solutions enhance efficiency, accuracy, and scalability across communications and billing—fully integrated with the organization’s new billing platform to support a secure, future-ready experience for both employees and customers.
Modernize and Scale Critical Communications and Payments with Confidence
Discover how MHC NorthStar solutions can streamline your document generation, automate payments, and deliver the self-serve experiences today’s customers expect.