The Challenge
For a well-established buy-and-bill product, fast and accurate benefit verification is critical to both patient access and program success. Following the prior reverification season, Neovance and the client saw an opportunity to raise the bar. Together they developed a structured improvement plan with aggressive but achievable performance targets for the next reverification season.
Our Approach
- Planning and Governance: Neovance and the client established a joint governance structure with clear accountability, defined performance targets, and a structured improvement roadmap. From the outset, both teams aligned on measurable goals to guide every aspect of the plan.
- Executive Oversight and Operational Cadence: Executive-level visibility was maintained throughout the reverification season, with daily operational meetings keeping issues surfacing and resolving in real time. Regular client communication ensured transparency and alignment at every stage.
- Staffing and Expertise: Neovance retained a core group of highly skilled reverification staff from the prior season, building a tenured foundation going into the next cycle. Staffing levels were calibrated using monthly data analysis to align capacity with anticipated demand.
- Training: A dedicated trainer was brought on to strengthen onboarding, improve knowledge retention, and drive consistency across the team. Training protocols were redesigned around micro-learning and content grouping to accelerate ramp time and improve retention.
- Technology and Process Optimization: AI-enabled tools were assessed and deployed to identify process modification opportunities and support resource scaling. Continuous improvement disciplines were embedded into daily operations to drive consistent output quality.
- Measuring Against Goals: Performance was tracked against predefined targets throughout the season, with results reviewed regularly to identify trends, address gaps, and reinforce best practices as the season progressed.
The Results
The targets entering reverification were clear: close 80% of BVs within one day and 95% within two days. By the end of January, the program was exceeding the 95% closed BV target across all benefit verifications, supporting over 20,000 patients through the season.
Additional indicators of program health:
- Significant quarter-over-quarter improvement in quality adherence from 85% to 95%, subsequently reaching 98%.
- Escalation rate of just 0.4% across 150,000 payers researched.
- Improved staffing stability and retention heading into 2026.
Performance vs. Target
80%
Closed within 1 day
Target: 80% — achieved
95%
Closed within 2 days
Target: 95% — achieved
Reverification exceeded the 95% BV target while supporting more than 20,000 patients.
More than 150,000 payers were researched with a 0.4% escalation rate.
Adherence quality increased from 85% to more than 98% season over season.