Examination Management Services, Inc. (EMSI), the market leader in medical information, risk management and investigative services introduced an internal quality improvement program in the summer of 2011 to support EMSI’s signature effort to improve the quality and service of paramedical exams nationwide. EMSI’s new Pay for Performance program incentivizes examiners and EMSI’s network of branch offices to continue to make measurable improvements in the life insurance application fulfillment and requirements gathering process. By monitoring and measuring the exam process and reviewing for completeness and accuracy, EMSI ensures life insurance applications arrive in customers’ hands efficiently and “in good order,” improving both time to issuance and overall placement ratios for life insurance policies.
EMSI’s Pay for Performance program is focused on increasing the value of information in four categories: insurance application Part II forms, lab slips, electrocardiograms and senior assessments. Exam offices and their examiners are audited on the use of correct forms and lab kits, in addition to the completeness of the life insurance application. Exam offices that meet EMSI’s “in good order” (complete and legible) standards are financially rewarded for their level of service, others face payment adjustments.
“This program demonstrates our commitment and ability to turn proven practices into real results for our Insurance Services customers. Through Pay for Performance, we are directly challenging the industry standard for paramedical exam services – raising the bar on service and exam quality and changing our customers’ expectations of what constitutes acceptable quality levels,” said Chad Gross, Chief Operating Officer, Insurance Services. “In addition to improving quality and service, our Pay for Performance program also provides us with a one-of-a-kind benchmarking tool to measure and report to our customers on quality improvements by examiners. Our customers deeply appreciate the impact this program is making and have voiced their support for a system that rewards better performance with higher compensation.”
Since the Pay for Performance program began, EMSI customers have experienced a 20% increase in complete and legible life insurance applications, which has led to faster policy issuance and greater applicant satisfaction.