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SESSION TITLE: Managing Growth and Improving Business Processes at SXC Health Solutions with IBM’s Unified Communications and Collaboration Solutions. Scott K. Schrader | Director, Information Systems. February 25th, 2010. Agenda. Who is SXC Health Solutions? Company Culture and Goals

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February 25th 2010

SESSION TITLE: Managing Growth and Improving Business Processes at SXC Health Solutions with IBM’s Unified Communications and Collaboration Solutions

Scott K. Schrader | Director, Information Systems

February 25th, 2010


Agenda

Agenda

Who is SXC Health Solutions?

Company Culture and Goals

Business Challenges

How Collaboration Addressed Goals and Challenges?

Future

Questions


Who is sxc health solutions

Who is SXC Health Solutions?

Two primary lines of business

PBM - Pharmacy Benefit Management

HCIT – Healthcare IT

$863 million in 2008

Crains Fast 50 with 5 year growth of ~2400%

13 locations throughout North America

Mail Order and Specialty Pharmacies in Miramar, FL and Portland, ME

Headquartered in Lisle, IL with ~1000 Employees


Company culture and goals

Company Culture and Goals

Culture

How can technology help culture?

Remote workforce

Attracting and retaining talent

What is the Lighthouse?

Internal use of instant messaging in IT, Finance, HRClient Services, Call Center, Pharmacies

Goals

Innovation as a weapon


Business challenges

Business Challenges

Accreditation for 2009 and compliance

Superior support experience as a solutions/services

Public website is too expensive and it takes too long toupdate content

Needed improved channels for internal company communication

Employees don’t know who to go to for what

Employees don’t know who reports to who

Telephones are obsolete and simply don’t work anymore


Resolution

Resolution

The document and team collaboration (Quickr) for compliance

Versioning

Approvals

Workflow

RSS Feeds

Task Management


Resolution1

Resolution

Compliance

URAC Accreditation

A Superior Support Experience

Client support portal

Access to documents

Transparency

Visibility

Integrated with CRMsystem


Resolution2

Resolution

A Superior Support Experience

Collaborate as a User Group Community

3 way collaboration (SXC to client, client to SXC, client to client)

Push information to clients

RSS feeds


Resolution3

Resolution

Needed improved channels for external communication

Need for www.sxc.com content syndication (WCM)

Improve the processfor getting contentdeveloped andpublished


Resolution4

Resolution

Needed improved channels for internal company communication

Trying to find the skill set and the right person that can help me

The use of tags helps employees find the person or team that can solve their problem

Time is not wasted searching and tracking down the wrong person

What is the Lighthouse?

Presence, screen share, and instant messaging


The lighthouse

The Lighthouse


Future

Future

Looking for a superior support experience for the client and member

Instant message with clients

Client specific team spaces

Instant message from membersto pharmacists

Collaboration with outsidevendors

Integration with othersystems

Bringing organizational infofrom the Lighthouse to otherinternal applications (CRM)

Document managementfor legal and contracts


Future1

Questions

Contact Info

Scott Schrader

Director, Information Systems

SXC Health Solutions, Inc.

Email: [email protected]

Phone: 630-631-6240

Future


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