Delta Dental of Arkansas was selected as a managed care organization for the State’s Medicaid Dental Managed Care program and needed a fulfillment partner who could produce the large number of required member communications in the required, and very short, time frames mandated by the State and CMS (Center for Medicare and Medicaid Services).
There were some unknowns and any partner chosen needed not only to possess expertise in the vertical but be nimble and able to handle unanticipated changes successfully. Additionally, any partner selected was required to provide Delta Dental of Arkansas with a cost-effective program with robust reporting capabilities. Based on a relationship BFC had with Renaissance Life & Health Insurance Company of America, we were recommended to Delta Dental of Arkansas and approached to offer a possible solution and workflow.
The BFC Solution
Using our experience with CMS regulations and expertise in the Dental ID, Policy, and Certificate fulfillment process we went to work. After discussions and meetings, BFC put together a cost-effective proposal for Arkansas that would provide Welcome Kits, Marketing Collateral, Mirror Clings and additional mailings as needed. While not required by Arkansas we also provided a process for delivering Permanent Member ID Cards (Initial and Replacement). To accomplish the above, we implemented myDocument, our portal to automate the creation and fulfillment of communications. Using this portal, we imported provided data files, segregated them accurately, verified addresses through the CASS and NCOA processes of the USPS and provided return files to Delta Dental of Arkansas all through a secure SFTP transfer. We also provided the Arkansas team members with access to the myDocument portal so they could recall production and mailing details on members documents as required and verify that we were meeting the agreed upon SLA for mailing by checking the tracking dates.
During the initial enrollment phase, BFC processed over 300,000 records all within the agreed upon time frame. Each Welcome Kit contained the Welcome Letter with temporary ID cards and a flyer. Additionally, if the record was a child, we included a mirror cling. Since January of 2018, we have continued to process approximately 10,000 records per month generally within 48 hours of receipt. In follow up discussions with Delta Dental of Arkansas, we learned that they were delighted with the project, BFC’s performance, customer service, and pricing. “BFC’s approach to understanding the requirements for producing, mailing and reporting on member communications is world-class. The entire BFC team developed a comprehensive plan that we approved and then executed on it flawlessly,” stated Dave Hawsey, Vice President of Marketing for Delta Dental of Arkansas. Upon the completion of the initial mailing project, Delta Dental of Arkansas approached BFC with another opportunity. Subsequently, we’ve added a Marketing Resource Center (MRC) to the Delta Dental portal providing Arkansas’ Sales and Account Management and Medicaid Education and Outreach teams with online access to a complete library of brand-compliant, high quality personalized collateral for both their commercial and Medicaid lines of business.
BFC is a single source provider of variable data and offset printing, complex fulfillment, pick and pack services, and technology solutions to automate and create efficiencies relating to print and electronic communications. With more than 40 years of industry experience, we’ve built a reputation as experts in our industry and a valued resource for our clients. We have created long-lasting relationships and mutually rewarding partnerships.
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