TENCon2011 Workflows & Auditing

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Jason HoeppnerB. H. Burke & Co., Inc.

Building Agency Building Agency WorkflowsWorkflows

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Standardized agency workflows provide the means to measure not only workload but also employee performance.

In addition, workflows that document client activity and your staff’s actions reduce exposure to E&O and better utilize your agency’s automation tools.

Introduction Introduction

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To understand the reasons why workflows are needed.

To learn how workflows provide metrics to measure client, company, and service staff.

To identify what elements should be included in written workflows.

Learning ObjectivesLearning Objectives

(Page 3)

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The Importance of Workflows

Where Do We Begin?

How To Create Workflows in Your Agency

How Are Workflows Distributed / Managed?

Implementation

Auditing Workflows

Building Agency WorkflowsBuilding Agency WorkflowsAGENDAAGENDA

(Page 3)

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Where Do We Begin?



Implementation

Auditing Workflows


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• Written, standardized workflows that detail each step in your agency’s procedures and how to complete these procedures in your management system…- eliminate assumptions; - ensure uniform and consistent system use; and- minimize E&O exposure

The Importance of WorkflowsThe Importance of Workflows

(Page 5)

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• When expectations are understood by all your staff…

• When everyone has had a chance to contribute and to “buy in”…

• When you start to use your systems more fully…

You can do more for less and focus on the most important tasks of the agency –

client service and relationship building!


(Page 5)

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• Essential Workflows:- Accounting- New Business- Renewals / Rewrites- Endorsements- Cancellations- Audits (CL)- Certificates & Proofs of Insurance- Claims


(Pages 5-6)

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Where Do We Begin?



Implementation

Auditing Workflows


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• Focus- What is the “Big Picture”?- Top-down, business view

• Buy-In- Management support - Set the expectations (and example!)

• Staff Involvement- Everyone involved in the process- Cross-departmental involvement

Where Do We Begin?Where Do We Begin?

(Page 6)

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• Structure- Overview

Great for reference, refresher training, experienced users.

- Step by stepIdeal for new users, initial training, infrequent procedures.

Both parts are critical to good workflows.

Where Do We Begin?Where Do We Begin?

(Page 7)

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Where Do We Begin?



Implementation

Auditing Workflows


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• Plan of AttackWhat approach? Where will we start?

• Create a CommitteeWho? All those involved in the process.

• Set DeadlinesWhen!

• Create DraftsSpecific staff members to outline actual steps.

Creating WorkflowsCreating Workflows

(Page 7)

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ACORD POWER of Change®

Five-step process• Focus on the Customer• Find the Costs• Get the Costs Out• Remap the Workflow• Ensure Results

Creating Workflows Creating Workflows Additional MethodsAdditional Methods

(Note: This is not in the handout)

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• Review DraftsCompare, consolidate, and include mgmt. reporting needs, E&O improvements, & better utilization of technology.

• Add Supporting FunctionsUpdate system lists (activities, attachment categories, rejection reasons) & form letters.

• Provide TrainingOn the new workflows and new system usage.

• Create Quick View SheetsData entry examples – and expectations!

Creating WorkflowsCreating Workflows

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Where Do We Begin?



Implementation

Auditing Workflows


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• Hard Copy

• Electronic Format

Better idea …

Password protect & assign the workflow “keeper”.

Distributing & Managing Distributing & Managing WorkflowsWorkflows

(Page 8)

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Where Do We Begin?



Implementation

Auditing Workflows


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• Now how do we get people to follow the new workflows?!- Implementation meeting / training- This is how we do business (& why!).- Audits will be done.- Signed acknowledgement- Feedback & Review (Page 10)

- Monitor usage

ImplementationImplementation

(Page 9)

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Where Do We Begin?



Implementation

Auditing Workflows


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• Review reports:- Close-Day- Month-End

• Importance of Activities- What was done- And why… as it pertains to the insurance process- Suspense items (our electronic brains)

Good activities increase your ability to collaborate and provide higher levels of service to our clients.

Auditing WorkflowsAuditing Workflows

(Page 10)

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Where Do We Begin?



Implementation

Auditing Workflows

SummarySummary

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Jason Hoeppner, CICB. H. Burke & Co., Inc.

[email protected](860) 399-8288

http://twitter.com/JasonHoeppnerhttp://www.linkedin.com/in/JasonHoeppnerhttp://www.facebook.com/JasonHoeppner

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ASCnet can be reached at:ASCnet can be reached at:

[email protected]

www.ASCnet.org

FacebookFacebookwww.facebook.com/pages/ASCnet

Twitterwww.twitter.com/ascnet

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Principal Partner

Platinum Partners

2011 Benefit Partners

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Gold Partner

Silver Partners2011 Benefit Partners

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Bronze Partner

Gold Partner


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Jason HoeppnerB. H. Burke & Co., Inc.

How To Audit for How To Audit for ComplianceCompliance

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Once workflows are created, it is absolutely critical to ensure that they are being followed properly.

Auditing, utilizing TAM reports/searches, and client reviews will give you the “evidence” to check for workflow compliance.

Introduction Introduction

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To understand the reasons why audits are necessary elements to workflows.

To learn how & when audits should be conducted and by whom.

To become familiar with using TAM reports/searches to conduct audits.

Learning ObjectivesLearning Objectives

(Page 3)

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Auditing your workflows

Audits – What to consider??

Suggested methods for auditing

What to Audit???

How, when, why

TAM reports for audit purposes

How To Audit for ComplianceHow To Audit for ComplianceAGENDAAGENDA

(Page 3)

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What to Audit???

How, when, why



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• Auditing verifies that the actions taken during the selling and servicing of insurance have been properly documented.

• It serves as a quality-control check.

• Auditing:- Helps reduce E&O exposure- Teaches consistency- Reveals areas for improvement

Auditing Your WorkflowsAuditing Your Workflows

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What to Audit???

How, when, why



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• Expectations had to have been set & understood by all staff (see workflows).

• Wait at least six months from workflow implementation before starting the first official audits Notify everyone of the date that audits will start!

Audits – What To Consider??Audits – What To Consider??

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What to Audit???

How, when, why



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• Managers audit employees

• Employees audit employees

• Third-party audits employees

Suggested Methods for AuditingSuggested Methods for Auditing

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What to Audit???

How, when, why



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• Auditor should choose which accounts will be audited.

• No advance warning!

• Select three to five accounts with a good amount of activity to ensure a worthy audit. (E.g., recently renewed)

What To AuditWhat To Audit

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What to Audit???

How, when, why



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• Three levels of audits

- Quality of Agency Management System Data

- Compliance with Workflows

- Proper Insurance Coverage Provided

How, When, WhyHow, When, Why

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• Use an audit form (checklist).

• Review findings with the staff member(s) involved in the audited processes.

• Results become a part of the employee’s performance evaluation.

• Re-evaluate in six months.

How, When, WhyHow, When, Why

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What to Audit???

How, when, why



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• Activity Reports

- Auditing a specific customer:Set the criteria code under “Clients”.

Set the date range.

Leave the operator/CSR open to all.

- Auditing a specific workflow:

Set the report to the specified activity codes.

TAM Reports for Audit PurposesTAM Reports for Audit Purposes

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• Exceptions Report

Shows what is not being followed up in a timely manner and by whom.

• Transactions / Production Report

Looks at transaction types, ICO/BCO, & commission percentages

• Search CustomersPolicies Current & Applications

TAM Reports for Audit PurposesTAM Reports for Audit Purposes

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What to Audit???

How, when, why


SummarySummary

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Jason Hoeppner, CICB. H. Burke & Co., Inc.

[email protected](860) 399-8288

http://twitter.com/JasonHoeppnerhttp://www.linkedin.com/in/JasonHoeppnerhttp://www.facebook.com/JasonHoeppner

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ASCnet can be reached at:ASCnet can be reached at:

[email protected]

www.ASCnet.org

FacebookFacebookwww.facebook.com/pages/ASCnet

Twitterwww.twitter.com/ascnet

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Principal Partner

Platinum Partners


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Gold Partner

Silver Partners2011 Benefit Partners

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Bronze Partner

Gold Partner


Documents

TENCon2011 Workflows & Auditing