Building on recent end-customer self-service enhancements, Humana (Louisville, $4.4 billion total assets) has implemented Natick, MA-based edocs' e-Suite platform to provide self-service features to its employer customers.
Humana has deployed two e-Suite modules: the platform's core self-service and e-billing module, and e-Pay, which provides multiple online payment gateway options. The selection of the edocs solution is part of the carrier's "consumer-focused approach to enabling consumer empowerment," according to Brian LeClaire, Humana's vice president, IT. Having implemented member-oriented functionality earlier in the year, "we're very much tying the employer in," as part of a broader CRM initiative.
Humana selected edocs because of product functionality and its industry-leader reputation, according to LeClaire. On edocs' behalf, Vishal Daga, healthcare industry solution executive, comments that "Humana's selection of edocs reinforces the value our solutions offer to healthcare insurers and the importance of customer self-service in driving operational efficiencies and customer satisfaction."
Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio