What’s inside
Discover how a tech-enabled healthcare company used Stable to:
- reduce time spent on mail processing by over 90%.
- improve turnaround times by as much as two weeks.
- streamline mail-driven workflows.
In this case study, we look at a leading healthcare company built to make healthcare simple. From one app, it delivers a clinically led model that gives people access to the care, answers, and support they need. By combining technological innovation with compassion, the company improves outcomes while removing cost and complexity for its members.
“I’m a heavy user of our app,” said the company’s Workplace Manager. “It’s so cohesive — no matter where you are or what you need, everything is available in one place.”
That same cohesiveness was exactly what the Workplace Manager wanted in a solution for the thousands of pieces of business mail he was manually processing each day.
When mail management went from manageable to mission-critical
When the Workplace Manager started at the company’s headquarters, he handled roughly one hundred pieces of mail a week. “It was manageable. We had a nice little spreadsheet,” he said with a smile. Two factors shifted things dramatically.
In the wake of COVID, the company leaned into remote work, closing three offices in the process. This meant all mail was now coming to HQ. On top of that, the company made three acquisitions, each bringing additional mail volume. Before long, the Workplace Manager found himself responsible for as many as four thousand pieces of mail a day. “Our growth has been exciting,” he explains, “but mail is one of those things you don’t really account for when it happens.”
The challenge was compounded by the complexity of mail-driven workflows required in healthcare. “We’re a virtual company,” he explains. “We’ve got physicians across the country receiving mail. I’m also sending mail to HR and payroll for internal operations, to finance for accounting and tax purposes, to accounts payable for invoices, and to records teams handling medical documentation. There’s legal mail, too.”
The complexity didn’t end there. “I might get two hundred pieces of mail from one insurance provider in a day. But just because they come from the same place doesn’t mean they go to the same place. There are explanations of benefits, claims, claim rejections—and they all go to different teams. There are just so many different workflows.”
As a result, mail processing went from something that took about an hour a week to upwards of forty hours. Backlogs led to delays of 10–14 days, impacting clients and patients alike while exposing the business to potential fines. “And I’m not an expert in each of these areas,” he added. “So it wasn’t always easy to know where to send mail. If I got it wrong, it meant starting the process over.”
One day, staring at bins and bins of unsorted mail, he thought, someone has to have solved this. So he did what many people do today: he asked ChatGPT. A list of virtual mail management solutions appeared. One of them was Stable.
Why security and simplicity made Stable the clear choice
"Stable being HIPAA compliant was a major differentiator.”
He evaluated multiple options, determined to find a digital mail solution he felt confident championing. “Security was huge for me. We’re in healthcare — there’s a lot of PII and PHI — and I didn’t want anything coming back to bite us. Stable being HIPAA compliant was a major differentiator.”
Simplicity was another deciding factor. “Some of the other platforms were so complicated and cluttered with information. With Stable, I could see everything. The organization made sense immediately, and I never worried about teaching other people how to use it.”
That simplicity extended to Stable’s transparent pricing model, which made it easy to explain costs to leadership. “Stable also filters out junk mail, which is great. Some providers charge extra for that.”
The Workplace Manager ultimately put his name behind Stable — and it paid off. With mail digitized and machine-readable, he can now sort and route mail in a fraction of the time. What was once a 10–14 day backlog has been reduced to delivery within 24 hours. And because everything is accessible online, travel days no longer derail mail processing.
He describes the combination of instant digital access and advanced workflow automation as “nitro” for business operations. Teams across the organization are now empowered to take fast, secure action on mail, without bottlenecks.
What was once a full-time job now takes just two hours a week. “The time I’m getting back is so valuable,” he explains. “And that’s before you factor in automations. We’re able to personalize workflows, and I can be much more hands-off. We’re on our way to being a well-oiled machine.”
How Stable helped the company reclaim time and focus on what matters most
Today, the Workplace Manager’s day-to-day looks completely different. He’s able to focus on workplace culture and higher-impact initiatives. “I used to work sixty or seventy hours a week trying to keep mail and everything else afloat. When it came down to it, getting large checks to the lockbox always won.”
Now, that tradeoff is gone. “I used to get constant messages asking where a piece of mail was. Now, I don’t hear a thing — and no news is good news.”
“I used to get constant messages asking where a piece of mail was. Now, I don’t hear a thing — and no news is good news.”
Want to see how Stable can help you achieve similar outcomes? Set up a time to chat here.
