Brad Booher is a Senior Technical Architect at one of the nation’s largest dental insurers - United Healthcare Dental. He joined the company a couple years ago to use his innate skills at solving complex technical challenges.
Since joining UHC, Brad has tackled a number of these complex challenges. Notably, he decided to implement the S-Docs document automation solution to automate inefficient and manual tasks. The insurance business is one that requires a plethora of documentation and client mailings, so the impact of a document automation solution can have a substantial impact on the speed and efficiency of the business.
Recently, Brad and I spent some time talking about his time at UHC, and the importance of S-Docs to his organization.
“At the end of the project, when you unveil the new thing, and give it to the business owners, and you get that “ah” moment, and you are proud that you’ve delivered something that really works. That's what I strive for.”
Tell me about UHC Dental - what does the company do? What do you do at the company?
United Health Care is divided into different divisions. I work in Employer and Individual Benefits. More specifically, I work in the Specialty Benefits division, with vision and dental as the biggest groups. We are the payer for dental practitioners. We provide them with the network of dentists that they can see, and we reimburse the dentist.
My role as a Technical Architect is a responsibility for the planning, execution, enhancing the capabilities and providing the tools that the business side needs to run the dental business. Our primary tool is Salesforce, but we use other systems where data is being fed into the platform, and we are feeding data back to various applications. An example of this is new government regulations or enhanced capabilities for credentialing, or adding new dentists to the network.
What drew you personally to join the company back in 2016?
I was at a small company and they weren’t going in the direction that I had hoped. I was running the IT dept for 4 years or so. I wanted a position where I could do the parts of the job that I loved, and not the stuff that I didn’t like so much (when running a department). UHC was an opportunity to focus on the stuff I love.
The stuff I really enjoy is the problem solving. The challenge around how can I take something and build something brand new or extend the capabilities of something in a complex system and not make it blow up, and disrupt the business.
At the end of the project, when you unveil the new thing, and give it to the business owners, and you get that “ah” moment, and you are proud that you’ve delivered something that really works. That's what I strive for.
“It’s seamless execution of something that was previously extremely manual.”
Prior to using S-Docs, tell me about the biggest challenges you had that led you to deciding you needed a document automation solution.
Think about the dental business and how many practitioners there are. You get lots of mailings from your healthplan or your billing office from the dentist office. Add to that, there is a ton of government regulations around when and how and how often we have to notify the providers and the IRS and other places (as one of MANY examples - there is a law in CA where if you have a practitioner that is no longer accepting Medicaid, you have to notify CA in a letter stating that this has happened.)
Prior to having a document automation system, there were people who had to put each and every document together by hand, and send them out. You could literally have teams of people creating manual documents from scattered systems. There was data all over the place.
It was a huge burden on the business.
On top of that, there was a big push to centralize some of the information. Auditors would need proof that a notification was sent. Not only just having a document automation but a central repository that was easy to access and line up with the provider data. We needed one solution that could do this as well.
What is the single greatest benefit S-Docs has provided to your business?
To me, it’s the automation. We set up the rules to meet all the criteria. It’s very flexible in being able to automate document creation. Then, I set up the template. And, everything else is just scripted. Business activity is triggered, and automated, as soon as the record changes in Salesforce. At the end of the day, I have an ETL tool that zips up all the documents, gets sent over to Shutterfly, prints it out, mails it to the customer. It’s seamless execution of something that was previously extremely manual.
What would happen to your business if you shut off S-Docs today?
None of the letters would go out. There would be a giant scramble to get warm bodies to cover it, and do the manual work. We could potentially be fined for not meeting our contractual obligations.
“It is very easy to work with, in terms of the level of knowledge you need to create templates and start using the solution. The barrier to entry is really low. The level of flexibility is great, it is very customizable.”
How important is it that S-Docs is natively built on Salesforce? What does that mean to you, in terms of the value it offers to your organization?
It is definitely important because of all the regulations on data protection. We need to be really careful about where the data goes and who has access to it.
What would you tell someone else about S-Docs if they had similar pain points?
I’d say it is very easy to work with, in terms of the level of knowledge you need to create templates and start using the solution. The barrier to entry is really low. The level of flexibility is great, it is very customizable. Especially when it comes to pulling in related records. Pulling these in dynamically into the templates is essential.
And, it’s really reliable. It’s native, built on SFDC, so we’ve never experienced any downtime.