40% Cut in Document Software Costs for AHN

AHN relied on document-heavy operations to generate and send high volumes of materials like membership cards, agreements, receipts, referrals, procedure pricing, and HIPAA-related permissions.

These manual processes consumed staff time and slowed service delivery. Membership cards were created in Word by typing in a member’s name and ID, then printing, scanning, and emailing the file.

Billing and collections were also inefficient, requiring staff to manually combine multiple bill line items into a single Salesforce record just to generate and send one letter. 

While the document management solution, a Titan competitor, was functional, AHN needed better value and broader capabilities for the cost, plus a path to a future member portal without the expense of additional software costs.

AHN uses Titan Document Studio to generate documents, capture digital signatures, and send files in bulk directly from Salesforce. 

Membership cards, receipts, letters, referrals, procedure pricing, and agreements are produced from Salesforce records, with eSignature built into workflows that require compliance and authorization, including HIPAA documentation and texting consent. AHN employees can email documents directly to individuals through Titan or email them in bulk batches.

Titan also optimized collections for multi-record documents by eliminating the need to merge bill line items into a single Salesforce record. AHN can keep bills as individual records and have Titan render multiple bill records into one consolidated document for printing or emailing. 

For SMS delivery, Titan generates secure signed-document URLs that AHN can include in text messages, allowing members to access documents from their phone. 

Throughout all processes, Titan’s tracking logs and audit history support AHN’s strict federal audit requirements.

40% Cost Savings: Titan was 40% more affordable than AHN’s existing document solution and provided features essential to its operations, including signatures and bulk send, as well as the opportunity to create a member portal in the future.

75% Faster Workflows: The time required to produce cards during onboarding members for healthcare and treatment programs reduced from 20 minutes to 5 minutes per application. 

3K Monthly Onboards: AHN’s membership workflows can support 3,000 individuals per month with new Salesforce-generated cards. 

9K Emails. 1 Send: During a membership fee increase project, 9,000 cards were sent to individuals using bulk email delivery, saving staff a substantial amount of time.

4x Faster Billing: The billing and collections process that required 4 employees to manually combine records for letters has been reduced from 4 days to 1 day per week. Only 1 employee is required to run the process now, as Titan prints multiple bill records into a single document and plans bulk email deliveries.

Reduced Errors: Data is pulled directly from Salesforce into documents, decreasing manual mistakes and providing accurate data to staff. 

Audit-Ready: AHN has digital signatures, stronger tracking capabilities, and access to an audit history, essential for its compliance-heavy workflows and federal audits.

Scalable Comms: Email and SMS delivery options meet clients where they are and reduce staff effort to distribute documents manually.

Direct Service: Time savings from manual admin work are directed towards serving members.