Our Understanding of The Problem
Vendor, tenant, and borrower credentialing is a three-part problem:
Document & Data Logistics
Collecting insurance certificates that meet your requirements is essential. Not to mention licenses, W9s, and other documents. For many organizations document and data logistics from third-party sources is a difficult and painful process.
Focusing on insurance alone, consider that vendors/tenants can use multiple insurance carriers (i.e., one for GL, another for WC, etc.) and policies listed on a certificate of insurance often have different expiration dates. In the end, your vendors/tenants will submit each policy on average 2-3 times before meeting your requirements.
For organizations with 100 vendors/tenants, this could mean managing over 500 certificates of insurance each year. The task becomes exponentially difficult for larger organizations, so having a central repository for insurance documents is a must. But even then, how does the data from each document get reviewed? This leads to the second part of this three-part problem.
Human Resource Constraints
Auditing certificates of insurance for compliance (at least on a large scale) is not a job for the undisciplined, inexperienced, or otherwise unqualified. It requires a knowledge of:
- Contract requirements
- ACORD Forms and standards
- Insurance policies
- Endorsement language
- Workers Comp
And, hiring qualified people to do this internally can cost more than planned if there are IT, process, and/or other inefficiencies.
To make things even more complicated, when issues of non-compliance arise, auditors should be capable of clearly communicating deficiencies to vendors/tenants/borrowers and their agents. This requires yet another important skill set, emotional intelligence. But even when the right person is on the job, there is one more lingering problem: who takes their place when they are promoted or when they take a job elsewhere?
Finding qualified auditors and establishing the IT, systems, and processes needed to achieve desired results is time consuming. When qualified auditors leave their positions (for any reason), ensuring the program continues uniterrupted is almost impossible.
For many organizations, this is when vendor/tenant/borrower insurance compliance percentages reach new lows, and the risks of having a loss that cannot be transferred reaches new heights.
Our Unique Solution
It only makes sense for a three-part problem to have a three-part solution, right?
BCS knows document and data logistics. In fact, over the last two decades, we've developed proprietary software and workflows for receiving, entering, naming, categorizing and organizing all sorts of documents and data, including:
- Insurance certificates, endorsements and policies
- Contracts, leases, & related agreements
- Financial & legal screenings
- Loan documents
- And more
Our people are trained to use these workflows to eliminate redundancies and ensure our clients' vendors/tenants/borrowers achieve the fastest compliance turnaround in the industry. Each client has their own database and account rules, which are incorporated into the workflows and tied directly to their database. This allows BCS to work with an unlimited number of clients without compromising quality.
Automation plays an important role in our workflows, which is why we keep as close to 100% of our development and IT resources in-house. More information about our insurance certificate tracking and vendor credentialing software is available here. However, this doesn't reduce the significance of the human element of workflows, which leads us to the second part of our solution.
Expert Audit Teams
At BCS, an expert audit team consists of:
- Project Manager
- Account Manager
- Compliance Auditor(s)
- Document/Data Auditor(s)
- Quality Manager
- New Client Compliance Manager
Each team member plays an important role in our client's overall satisfaction.
Since credentialing is all we do, filling the void when an auditor or other team member is promoted or leaves their position for another reason is much easier for us than it is for a company with a broader operational scope. Although turnover at BCS is very low, we are continually training new people through BCS University.
BCS University is our proprietary training process that begins with one-on-one training with a seasoned professional who step by step goes through our credentialing audit method. In addition, we have developed an insurance training module that all BCS employees train on and have access to.
After generalized training is completed, each employee is assigned to a dedicated client team and is further trained using client specific rules and workflow. This process ensures that each team member has specialized knowledge of our client’s account and is dedicated to superior service.
Since BCS has grown steadily since it was founded, we have had a constant and steady stream of qualified auditors with practical working experience. When you choose to work with BCS, you immediately solve the problem of succession planning by leveraging our HR systems and processes.