(gentle music)
Narrator: Robotic process automation, RPA,
is the automation of business processes
that are primarily repetitive, systematic, and rules-based.
The automation takes place when software robots, or bots,
carry out processes or tasks normally completed by humans.
RPA can be used to increase quality
by lessening human error, reduce workload,
and create efficiencies.
When it comes to the compliance external materials review,
the current process for many clients
is manual, time consuming, and inconsistent.
Current practices also tend to have a lack
of comprehensive tracking capability
and complete visibility into reviews performed.
Optum Serve expedites the compliance
and tracking review process with RPA.
We developed a bot that intakes documents
for compliance review from an Outlook inbox
and leverages an existing source of truth,
including a keywords list.
The process results in over 90% of the work being automated.
Our RPA process helps:
Prioritize requests with potential privacy implications,
integrate with multiple systems to assure accurate results,
improve communication and approval process flow,
and minimize human errors and delays
in obtaining accurate data.
In a client use case example,
our RPA helped save 9,465 hours
and $950,000 over five years.
Let's take a look at how the process works.
First, the bot receives an email,
including the electronic materials review,
or EMR submission form,
with a document that needs to be reviewed.
The RPA process ensures the correct documents
have been submitted before moving forward.
The bot then reviews the submission form
and notifies the submitter of any blank areas on the form,
which signals missing data
that will require additional attention.
If the submission form is complete,
the bot submits the case and the forms information
to the designated SharePoint site.
The bot then opens the taxonomy workbook,
which is provided by the client's business and legal teams,
and scans the listed information within the keywords tab.
Since the taxonomy workbook is proprietary to the client,
it can be modified as needed
and reapplied to the document in review.
Once the information in the document is confirmed,
the bot identifies the correct compliance reviewers
as listed in the contact list tab.
The bot then sends a confirmation triage email
with the taxonomy workbook attached to the submitter
and copies the compliance reviewers.
This email prompts the appropriate reviewers
to take action and review the document.
Once the document has been reviewed,
an optional step may be included within the email
that allows the reviewer
to click an approve or reject button
to record the response to the bot submission.
The bot then records the responses on the SharePoint site.
Once all of the reviewer's responses have been recorded,
the SharePoint form is updated
using an application programming interface, or API,
and the case is successfully closed.
The bot then sends a new status email
to the submitter and reviewers
to notify them of the case's completion.
As you can see,
robotic process automation takes the work
out of the EMR process.
By ensuring accuracy at every step,
you'll save time and resources
that can be applied to other tasks.
(gentle music continues)