Manual Delays and Bottlenecks in Hardship Documentation Review

$10,000-$30,000 monthly in increased admin costs from idle capacity and 30-day suspensions • $2,000-$8,000 monthly in increased admin costs from idle capacity and 30-day suspensions • $3,000-$10,000 monthly in increased admin costs from idle capacity and 30-day suspensions

Manual verification using spreadsheets to track and queue documents • Plan and vendor staff manually download or open PDFs and images from portals or email, visually inspect each document against plan hardship criteria, track missing items on spreadsheets, send ad‑hoc follow‑ups by email/phone, and use personal task lists or shared inboxes to remember which cases are in the 30‑day suspension window and when to recheck them. • Plan- or vendor-level teams export work queues from the recordkeeping system, then track status and missing items in shared spreadsheets, email threads, and ad‑hoc notes; reviewers manually open PDFs/images, visually compare them to plan rules, and park incomplete files in 30‑day suspense lists while sending templated emails or portal messages and relying on personal calendars or Outlook reminders to recheck cases.