Man with a Health Plan

Danny Bandiera has his eyes on the future, and that’s helping healthcare provider Pacific Blue Cross push its boundaries through tech

Pacific Blue Cross (PBC) will do whatever it takes to continue to be British Columbia’s leading benefits provider—a standing it’s held for more than 75 years. To do so, Danny Bandiera, the director of technology and device services at PBC, recently completed an overhaul of its administration claims and enrollment system. The five-year project retired a total of 25 old systems and made the claim-reporting process more automated, organized, and efficient.

As the largest health and dental benefits provider in British Columbia, the organization provides 1.5 million British Columbians with benefits through 8,000 employee group plans for businesses, governments, unions, and associations. It also offers individual plans for those who do not have coverage with their employer.

“Today it may take five days to recover, but with the new system it’ll take hours.”

Bandiera oversees the entire PBC technology department, which includes its help desk and IT operations. Bandiera not only looks for ways the company can operate more efficiently, he looks for cost-effective options as well. His duties include handling budgets and implementing capital projects.

FIT FIGURES

750
Employees

1.5 million
Members in British Columbia

18.5 million
Claims processed annually

600K
Annual customer interactions

$1.2 billion
Annual revenue and claims

Bandiera’s duties all came in handy when he helped implement PBC’s new Administration Claims Enrollment System (ACES). While there was no real problem with PBC’s prior recovery system, Bandiera and his team realized it was time to make a change for the good of the company’s service abilities and—more importantly—its customers.

“ACES is a new technology,” Bandiera says. “It’s a platform that is a dynamic business application that give us flexibility, can be competitive, and can grow the business. It’s a single information-rich system that automates the process of administering and paying claims. It allows for better service; our clients are demanding better self-service via the web and mobile devices and better business capabilities.”

The company did its homework well before the system was put into place and worked with a consulting firm that helped oversee all of the testing for tactical and business users. After getting the thumbs up from the board—not much longer after testing—Bandiera and his team were on their way.

“The consulting firm was retained as advisors for analysis and the selection process via RFP and obviously they did their due diligence,” Bandiera says. “They did testing on the system and testing on the business key. We test drove it so it didn’t take much of a sell job to the board based on the fact that we did our due diligence and market analysis.”

After the system was complete, an overall feeling of excitement spread throughout the office. That doesn’t come as much of a surprise though, as it is the largest transformation project implemented by PBC to date. “With any project of this magnitude, there were hiccups along the way, but the staff at PBC, along with the leadership team, did a tremendous job implementing it,” Bandiera says. “Our entire staff were key in adapting to change and driving the project forward.”

ACES has proven to be a success, but Bandiera already has his sights set on the next project that will better service PBC’s customers. He and his team have been working on a new disaster-recovery system that will help improve how quickly the company can react in the event of an emergency. Although Pacific Blue Cross already has a disaster-recovery solution in place, Bandiera and his team are hoping to drastically improve recovery time. “Today it may take five days to recover,” Bandiera says, “but with the new system it’ll take hours.”