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Orion User Interface - Where Efficiency Meets Excellence
The Orion revolutionises how teams interact with the PLEXIS platform, empowering your staff to work smarter, reduce costs, and consistently deliver outstanding service. Created specifically with Customer Service Representatives, Claims Examiners, and Operations teams in mind, Orion's user-friendly design ensures your staff spend less time navigating systems and more time achieving meaningful results.
Tailored specifically for three essential roles:
1. Claims Examiner: Smarter Processing
Orion’s queueing system automates claim distribution so your team focuses on what matters:
Key Features
- Client/group
- Benefit plan
- Claim type (professional, dental, institutional)
- Detailed criteria (procedure codes, billed charges, pend codes)
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Efficiency Boosters:
- Oldest claims
- Highest value claims
- Most urgent cases
The Result?
Examiners spend less time searching and more time resolving – typically seeing 30% more claims processed daily.
2. Customer Service: Instant Answers
Orion puts critical information at agents’ fingertips – cutting call times while improving accuracy. From finding member details to resolving complex queries, everything happens in fewer clicks.
Key advantages
- Faster resolutions: Access claims history, authorisations and payment details in one place
- Smarter workflows: Built-in ticket tracking ensures nothing falls through the cracks
- Instant insights: Real-time dashboards show performance at a glance
The result? Happier members, less frustrated staff, and first-call resolution rates that keep climbing.
Claims That Manage Themselves
Orion’s intelligent queuing system automatically organises claims needing special attention – like those missing authorisations or within waiting periods – so your team can focus on resolution, not organisation.
How It Works:
- Smart Sorting: Flags claims requiring follow-up (missing documents, pending approvals, etc.)
- Priority handling: Ensures urgent cases jump the queue
- Clear visual workspace: All claim details and required actions in one optimised view
Queue Types Automatically Created:
- Authorisation Hold: (Missing pre-approvals)
- Waiting Period: (Claims before coverage starts)
- Document Request: (Incomplete submissions)
- Provider Follow-Up : (Additional info needed)
No more wasted time hunting for information – just clean, efficient processing from start to finish.
3. Teamwork Made Simple
Orion’s task management brings clarity to collaboration:
- Crystal-clear assignments: See who's handling what at a glance
- Smart reminders: Never miss a follow-up or deadline
- Custom views: The "Work Claim Form" offers an expanded, intuitive view of each claim, focusing on pended claims and issues requiring resolution.
It’s like having an extra team coordinator – one that never sleeps.
The Bottom Line
Orion isn’t just another interface – it’s your shortcut to:
- 30% faster call handling
- 25% fewer processing errors
- 40% shorter training times
The proof is in the numbers: when your tools work better, your entire operation works better.
These features streamline claims processing workflows, improve task management, and enhance overall efficiency for claims examiners and customer service representatives.
The task management feature within the Orion user interface is a critical component designed to enhance the efficiency of customer service representatives (CSRs) in managing and resolving customer inquiries. This feature is meticulously crafted to facilitate a seamless and effective follow-up process, ensuring that every customer issue is addressed promptly and thoroughly.
The quick search function allows CSRs to instantly locate specific information across the platform's extensive database. Whether it's member details, claim statuses, or billing information, CSRs can input relevant keywords or identifiers into the search bar and receive immediate results. This rapid retrieval process is crucial in situations where time is of the essence, and customer queries need to be addressed promptly.
By enabling tasks to be directly linked to tickets, Orion significantly streamlines the follow-up process. CSRs can easily track the progress of each task, update the status as actions are completed, and ensure that all necessary steps are taken to resolve the customer's issue. This systematic approach prevents tasks from being overlooked and helps ensure a timely and effective resolution.
By reducing the time spent searching for information, Orion's quick search capabilities directly contribute to a more positive caller experience. Callers expect efficient and effective interactions, and the ability to provide quick answers plays a significant role in meeting these expectations. Reduced wait times not only enhance customer satisfaction but also contribute to higher rates of first-call resolution.