Improving Workforce Productivity through Visibility and Analytics

November 29, 2012
2 p.m. - 3:30 p.m. EST


Presented by OpenConnect 

Health plans are challenged by Federal MLR requirements to lower administrative costs. The largest controllable costs are the Plans’ cost of labor.  How can a health plan better measure the true productivity of their labor force, gain visibility into the productive and non-productive time spent, and drive down administrative costs?

As management consultant Peter Drucker once said: “If you can't measure it, you can't manage it.” The biggest challenge health plans face with their administrative staff is understanding and measuring what they are doing on the computer all day. Customer Service and Administrative personnel spend most of their time working across numerous different applications, knowledge-bases and external websites as part of their core daily activities.  Tracking time and activity in each of these various applications is critical to creating best practices, setting compliance and productivity standards, and improving performance. 

Gaining visibility into the true productivity of your resources is possible.  The Improving Workforce Productivity through Visibility and Analytics webinar will show you a tool that provides visibility into employee events and activities, their work processes and application flow, and provides the metrics necessary to improve productivity and lower administrative costs. Attendees will learn how this innovative tool provides easy to use reports showing employee’s time spent per process and activity, time spent in each application, top and bottom performers, process efficiency and true employee productivity.  Once you have the ability to measure, improving productivity is straight forward and easy to define.

List of Speakers: 

Edward M.L. Peters, CEO, OpenConnect

David Parkes, Healthcare Solution Executive

Speaker Bios: 

Edward M.L. Peters 

Edward M.L. Peters is the Chief Executive Officer of OpenConnect, a published author, a media commentator and a frequent speaker at industry events.  As CEO, Mr. Peters sets the strategic direction of OpenConnect and oversees worldwide operations.  Mr. Peters is the author of numerous publications ranging from scholarly peer-review journals to The Financial Times.  He is also the author of The Paid-for Option, Using Process Intelligence to Close the Healthcare Knowledge Gap. In it Mr. Peters makes the bold statement that healthcare reform could pay for itself by applying innovation, technology and evidence based management.  Mr. Peters can be contacted at

David Parkes 

David Parkes has spent his career helping organizations use technology to improve their operations and customer satisfaction. As senior Healthcare Solution Executive at OpenConnect, David has helped healthcare insurance companies improve efficiencies in their processes and workforce while improving customer satisfaction levels.  David is a graduate of Texas A&M University in College Station with a Bachelor of Business Administration in Management. 


The content presented in this webinar is solely attributable to the speaker and does not represent an endorsement by America's Health Insurance Plans (AHIP) of the accuracy of the information presented in the audio conference or any opinion expressed by the speaker.