Improvements through Lean Thinking: a case study in a health insurance company

Abstract

The Brazilian private health system has experienced an increase in the costs of providing services due to the current economic and political crisis, amid the multiple impacts of COVID-19 pandemic. In this context, this study aims to identify the existing waste in two departments of a Health Plan Insurance Provider the (Audit and Customer Service & Authorization departments), as well as to propose improvements in the respective processes with the help of Lean Thinking. To do so, a descriptive case study was conducted as a research method, in which researchers gathered data and mapped processes through SIPOC matrices, followed by training and workshops to the employees. As a result, waiting and overprocessing were the most recurrent types of waste. Additionally, it was also observed that the employees’ training was essential for identifying critical types of waste and developing the SIPOC matrices. The proposal for improvements included digitization and changes in the parameterization of the systems, which positively reduce employee’s interference in the process hence avoiding mistakes and delays in the process. These actions will help reduce expenses with printed documents, reanalysis of procedures and errors in analyses.