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enhancing REIMBURSEMENT SERVICES with rpa

Client Introduction

Health Choice is a Phoenix-based managed care organization delivering healthcare services through health plans, integrated delivery systems, and managed care solutions. Health Choice offers comprehensive, coordinated care to more than 200,000 Medicaid members and 8,700 Medicaid and Medicare dual-eligible members. Health Choice is a subsidiary of Blue Cross Blue Shield of Arizona.


Who They Are

Blue Cross Blue Shield of Arizona (BCBS AZ) is a leading healthcare insurance provider offering health insurance and related services to more than 1.7 million customers. 

Key Challenges

BCBS AZ faced significant challenges in managing a high volume of medical claims efficiently. The Reimbursement Services department was burdened with repetitive tasks, leading to overtime work and operational bottlenecks. They needed a robust solution to automate claims processing and data management, thus enhancing data integrity and reducing manual errors.

High volume of repetitive tasks

High volume of repetitive tasks

High volume of repetitive tasks

Inefficient manual processes

High volume of repetitive tasks

High volume of repetitive tasks

Operational bottlenecks

High volume of repetitive tasks

Operational bottlenecks

Staff working overtime

High volume of repetitive tasks

Operational bottlenecks

We had a lot of people doing repetitive tasks and working overtime


Matthew Kingry, VP of Reimbursement Services, BCBS AZ

The RPA Solution

 Health Choice trusted SNAP Consulting to implement Nintex RPA LE for handling the high volume of CMS-1500 claims. Thanks to the rapid deployment capabilities of Nintex Foxtrot RPA, SNAP Consulting successfully developed and launched multiple solutions, extending their application to various claim types, including dental and ambulance claims.


SNAP Consulting has since deployed over 100 customized RPA solutions to significantly minimize human intervention while ensuring precision. These solutions enhanced operational efficiency and productivity.

Focus on Reimbursement Services

The Reimbursement Services department at BCBS AZ saw extensive benefits from RPA, touching all processes from claims to maintaining member and provider profiles, adjustments, and disputes. 


  • Specific Improvements: 
    • Claims Processing: Automated claims processing improved accuracy and efficiency, handling an average of 5,000 claims per day.
    • Member and Provider Profiles: RPA ensured accurate and timely maintenance of profiles.
    • Adjustments and Disputes: Reduced manual intervention led to faster resolution of adjustments and disputes.

Key Adaptations

Process Automation

Automate end-to-end claims processing, reducing processing time per claim and freeing up staff for more complex tasks.


Data Management

Seamless integration with existing systems ensured up-to-date and accurate records


Error Reduction

Substantial decrease in data entry errors, resulting in more reliable data and reduced need for manual corrections.

RPA touches all our processes in the Reimbursement Services Department. From claims to maintaining member and provider profiles, RPA is involved from start to finish, significantly improving our accuracy and efficiency.


Matthew Kingry, VP of Reimbursement Services, BCBS AZ

Results and impact

Quantitative Outcomes

Lessons Learned and Future Outlook

Lessons Learned and Future Outlook

Claims Process Volume: 400% increase

Processing Time: 50% reduction

Cost Savings: Over $1.2 million annually

Full-Time Employee Equivalent (FTEE): RPA performed the work of over 30 FTEEs.

Lessons Learned and Future Outlook

Lessons Learned and Future Outlook

Lessons Learned and Future Outlook

The success of RPA at BCBS AZ highlights the scalability and flexibility of automation. This project has set a precedent for expanding RPA applications within BCBS AZ and other healthcare clients, promising further improvements in efficiency and cost savings.

SNAP Consulting - Case Study - BCBS AZ & Reimbursement Services (pdf)

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