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Legal Back Office: Discovery Process Case Study

Customer

  • New York Based Law firm

Outsource Function

  • Discovery Process

Specialty

  • Medical Insurance Claims / Personal Injury

Overview

We are dealing with the motor vehicle accident cases of Law Firm. The person who met with the accident goes to the hospital take treatment and he doesn't pay money to the hospital, the hospital is having the responsibility to claim the money to the Insurance Company, where the person gets insured.

Due to some reason the insurance company refuses to pay money to the Hospital. Here the hospital comes to the Law Firm to file a case on Insurance Company to get the money back. Law Firm represents the hospital in the court and some X is the lawyer for the insurance company. During the course of the trial there would be a lot of questions raised by both sides.

Our Role

Our role is to take case file of a particular case, study it and answer the questions asked by the lawyer of the insurance company. The Law Firm is having more than 30 hospitals as their permanent clients and more than 55 lawyers as their opponents.

We use Remote Desktop Connection to connect to customer's system.

The case is studied carefully and the questions asked by the lawyer of the insurance company are answered. This is called as "Answering Discovery". For this we use a Software called "Image Master" to view the scanned image of the case file and a database called "Collect" where the details of the clients and the description about the accident gets stored.

Once the information asked is updated, the case document gets printed at Law firm's office by the staff in India.

Impact

  • Round the Clock Support: We have team work in 2 shifts which enables the client to have a fast turnaround time and operate in 24 hour environment without any additional overheads.
  • Backlog Work: One of the reasons why client had to outsource was the huge backlog they were sitting on. The faster ramp up of the team had reduced the backlog work considerably.
  • Increased Efficiency : Since there was a team working during the US hours, there had been constant interaction amongst the teams to streamline the process which lead to more efficiencies in the whole system.
  • Business Growth: With the right team in place, the work flow is streamlined and the Law Firm is able to focus more on getting new business.
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  • I want to take a minute to convey my heartfelt gratitude for all the efforts put forth by the team of Cogneesol. They quickly understood our workflow, adapted to our requirements and performed outstandingly.

    • A Fortune 500 Tech Company
  • I am very pleased with Cogneesol's handling of the ticketing procedure. They are super fast in creating cases when new emails arrive and accuracy is just right despite the minimal training we offered. They are rock stars!

    • Tech Startup Company based in Australia
  • We are really thankful to the entire team of Cogneesol. They've helped us reach our customers in a meaningful way. We would love to work with them again in the future.

    • A Leading Telecommunications Provider
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