Speaker: Mylee Fuentes, Sr. Manager, Operations Enablement
Tell us about you.
Mylee Fuentes: Hi. Right way. Thanks for tuning in. My name is Miley Fuentes. I'm based out of Miami Florida and I have been with right way for four years. I'm the senior manager of the Operations Enablement team and I'm responsible for overseeing a team of benefit specialists as I reflect on why I've remained committed to right way over the years, I'm reminded of the shared mission and values to streamline access to health care while simplifying the complexity of doing so, my journey at Brightway began member facing on the navigation team and it's since then expanded to the development of a team specifically catered toward understanding our clients benefit ecosystem and the overall preparation to effectively deliver an outstanding service to our members. My team is partnered with the navigation service delivery team and we work as their counterpart to synthesize ingest and deliver healthcare benefit information in simplified language within our content management system.
What does implementation season look like for you and your team?
Mylee Fuentes: Implementation is year round for this team. Though Q four is particularly busy because the majority of our clients will elect to renew their benefits effective 11 and thus this doubles s peak season for open enrollment support and preparation. The process of configuring benefits can sometimes begin with over 100 pages worth of benefit details per plan per client. This information is then synthesized and curated using some pretty rigid standards in C MS and condensed to highlight the most impactful benefit details to reduce the need for the health guide to further investigate. While 11 is very important to all, it is especially important to us. We are challenged to find creative alternatives to acquire relevant benefit information within a designated window. Anticipate a surge of benefit plans to review, maintain specific client needs for new and renewing relationships, prepare for and train on open enrollment and doing so all while ingesting more than double the workload seen at any other given time of the year.
How are we tracking towards 1/1/24?
Mylee Fuentes: I am excited to share that we are on track towards our 11 goals. Um We've received an influx of benefit details. Over the past few weeks, we are on track to support our new clients on boarding at the beginning of the year and working closely with our internal partners in preparation of our renewing relationships. In 2023 we spent some time thinking of the impact that the C MS tool has on health guide productivity and efficiency. We have taken some of these learnings to adopt best practices as we move into next year. Some of these trends include prioritizing synthesis to indicate workload that is most impactful to the service delivery team such as prioritizing based on planned complexity, client engagement and committed slas these are bounced against average planned completion per hour per plan type. Uh This helps to inform staffing needs, outline goals for the team and develop appropriate training to better support the navigation team at the beginning of the year.
