Digitization potential recognized and implemented
BKK Pfalz has recognized the signs of the times and is consistently driving forward the digitization of its business areas. It has recently started using NEXOVI, the digital consulting assistant of PTA IT-Beratung in Mannheim, for its approximately 170,000 insured persons. It demonstrates its strengths in the complex topic of nursing care consulting. BKK Pfalz is thus the first company health insurance fund to digitize the consultation process for applying for long-term care benefits with long-term care insurance and to cover it completely with the help of an interactive consultation assistant. The digital care assistant Anna not only explains all the benefits of long-term care insurance to users – the service, which is available around the clock, also provides support with applications. In this way, BKK Pfalz can minimize the post-processing of applications, and the employees in the care team can concentrate on providing personal advice. Fixed office hours and appointments are a thing of the past for those insured with BKK Pfalz. Under the brand name “Anna erklärt’s“, NEXOVI provides members of the company health insurance fund with a first-class digital consulting service – 24 hours a day, seven days a week.
The healthcare industry has numerous hurdles to overcome if it wants to successfully undergo a consistent digital transformation. In the case of statutory health insurance companies, this is reflected in the legal regulations, complex consulting topics, and the high volume of personal and patient-related data that is subject to data protection. Nevertheless, Andreas Lenz, Chairman of the Board of Management of BKK Pfalz, is convinced that there is a high level of acceptance among insured members on the subject of digitization: “Between 60 and 70 percent of our members signal to us that they are open to proactive, digital offers. This shows us that we are required to put ourselves in the position of these interested parties and proactively provide them with offers on basic content and preventive healthcare.” This progressive attitude was, as it were, the starting signal for an extraordinary partnership with PTA IT-Beratung in Mannheim.
Consulting processes shifted to the customer’s couch
Together, those responsible have explored starting points for digitization projects at BKK Pfalz – and have taken a decisive step forward. The result: BKK Pfalz has recently started using NEXOVI, the digital consulting assistant of the PTA. He supports the health insurance company and its insured persons by providing comprehensible and expert advice on all aspects of applying for long-term care services. BKK Pfalz uses a professional actress named Anna as a spokesperson for the personal approach via the consultation assistant. Anna guides all interested parties through the consultation and application process in a clear and dialog-oriented manner. With the use of NEXOVI, BKK Pfalz no longer has fixed service times and office hours – “Instead, we are moving many questions, services and offers directly to the living room couch of our customers,” says Andreas Lenz.
You can read more background information on the design and development of the digital video advice assistant at BKK Pfalz in our Success Story.
Reliably conveys even complex issues
Particularly in the area of nursing care consulting, both the customers of BKK Pfalz and the health insurance company itself benefit. This is because the consulting effort in this area is high – the topic is multi-layered and complex. Thus, the decision was made to digitize this application area in particular. Thus, NEXOVI, respectively Anna, supports all claimants in all questions concerning a first-time application for nursing care benefits, repeat applications or even applications for upgrades. Likewise, the digital consulting assistant adv ises the conversion of care benefits, for example, for the application of full inpatient care or the change from care allowance to a combination benefit. In such cases, therefore, it is a completely digitized end-to-end process, and the susceptibility to errors approaches zero. This frees up resources, relieves the burden on customer service and, on top of that, saves BKK Pfalz a lot of time and thus money.
“This lighthouse project impressively demonstrates how even complex processes in the healthcare industry can be digitalized end-to-end with intelligent solutions and thus optimized,” sums up Dr. Tim Walleyo, Managing Director of PTA IT-Beratung. We have implemented the first digital consulting assistant at a statutory health insurance company on an equal footing, combined with continuous knowledge transfer and openness, which covers the complete process of care consulting.”
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