Continuing an effort that began 18 months ago in consultation with customers, Hooper Holmes (NYSE MKT:HH) today announced a radically new, optimized approach for delivering paramedical exams in homes or offices anytime, anywhere in the country.
The Company's Portamedic division has been organized in 14 regions, with a leader and customer service team assigned to each. A new team of 14 Health Professional Managers is being formed to recruit, educate and mentor the Company's national examiner network, and to identify work opportunities and enhance examiners' professional development through their association with Hooper Holmes.
Over 100 local administrative offices have been replaced by 60 integrated customer service centers strategically located across the 14 regions. Administrative functions such as imaging and billing have been centralized. And every job in the Company's Portamedic division from senior management to Customer Service Representative has a new position description tied to quality measures that directly align with customer expectations.
These changes comprise a large-scale operational transformation designed to give the Company the competitive advantages of faster and more accurate service delivery and lower operating costs. The strategy was launched by capital investments of approximately $5 million in 2011 to develop five new technology systems. These new systems, now deployed, include a new workflow system for Portamedic operations, known as PartnerLink; ePortamedic.com, a new ordering and status website for insurance agents that diagnoses service requirements based on insurance company rules; a new Life Application Processing Platform that makes it easy for Financial Advisors and Brokers to sell more life insurance; the latest version of the Company's iParamed e-Exam, which allows electronic exams to be completed even in areas with poor wireless connections; and a new direct-to-examiner inventory and tracking system for laboratory testing kits.
"This is part of a deliberate, long-term strategy which began in January 2011 in consultation with insurance companies, agents and brokers about their challenges with paramedical services. Our customers told us that inconsistent service, delays and scheduling issues have been the biggest problems in the paramed industry," said Ransom J. Parker, President and CEO of Hooper Holmes. "We have deployed a new technology platform and new workflows designed to deliver best-in-class service. None of these capabilities, services or products existed a year ago. Now we are aligning our Portamedic operations to fit this new design in a series of changes that will be complete by the end of June."