For years, Highmark’s producer operations team relied on manual processes that were fragmented, time-consuming, and prone to error. Key workflows such as NIPR alerts, producer onboarding, file processing, and letter generation were handled manually by multiple team members, resulting in avoidable delays and downstream pain points for both internal staff and agency partners.
In 2023, Highmark partnered with Canidium to implement an advanced producer management (APM) platform with workflow automation. This partnership marked a turning point: what once required multiple handoffs and error-prone processes now happens in real time, driving operational efficiency, improving compliance, and strengthening agency relationships.
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“A lot of people are jealous that we’ve got Canidium. When I talk about what they’ve done for us, they say, ‘How do I get me a Canidium?’”
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“We don’t have a two-day process anymore. It’s a one-day process because of the configuration that was done by Canidium.”
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“Having workflow build everything for us is huge. It’s so much easier than doing it one screen at a time.”
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“Mail merge was how we lived for years. Now it’s automated — and I sleep better at night.”
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“These automations add up quickly. They’ve freed our team to focus on more meaningful work.”
Before APM: Manual, Repetitive, and Risk-Prone
“We were running reports manually, handing them off to other people, and then manually keying updates. There were so many little tasks that, by themselves, didn’t take much time, but when you added them up, it was a lot of hours lost.” - Martha Bobeck, Business Analyst, Highmark Blue Cross Blue Shield
- NIPR alerts were processed by hand for each company.
- Agent of Record changes required two-day turnaround windows.
- Staff reprocessed activity files manually to resolve errors.
- Letter generation involved mail merges and manual formatting.
- House account handling was slow and reactive.
This manual environment led to downstream issues: delayed commission payments, higher inquiry volumes from agencies, and a heavier operational burden on sales enablement staff.
After APM & Canidium: A Culture of Automation
Canidium sat down with Martha Bobeck, Highmark Blue Cross Blue Shield's Business Analyst to learn how things changed post-APM-implementation. Here's what we discovered:
Why These Efficiencies Matter
Taken individually, each of these automation gains might seem like a small operational win. Together, they represent a major transformation in how Highmark runs its producer operations, one that’s measurable in hours, accuracy, and strategic impact.
A Compounding Effect Across the Organization
When the Agent of Record processing time is cut in half, error transactions disappear, and onboarding happens in minutes instead of hours, it reshapes how teams work.
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Saving Thousands of Hours...
Time previously spent on manual tasks is reclaimed at scale. Thousands of hours once dedicated to reprocessing files, looking up NPNs, or performing mail merges are now spent on strategic work like resolving complex issues or improving partner relationships.Preventing Downstream Problems...
Small automations prevent large downstream problems. Faster AOR updates mean fewer commission takebacks. Proactive error routing means agencies don’t call asking why they weren’t paid. Automation doesn’t just save time—it stops problems before they start.
Improving Agent Relationships...
- Accuracy improves agency trust. Fewer missed updates and cleaner commission runs create more predictable experiences for agencies, reinforcing Highmark’s reputation as a reliable partner.
A More Empowered Workforce
Contrary to common fears surrounding AI and automation, these tools don't remove people from the process; they elevate the workforce. With Canidium’s APM configuration, frontline staff and senior analysts alike are freed from repetitive, low-value work.
Sales enablement specialists no longer spend time chasing errors or manually keying data. Business analysts can focus on optimization and process improvements instead of firefighting. Finally, leadership gets cleaner, faster, and more reliable data for decision-making.
Measurable Business Impact
Across the board, these changes contribute to real, quantifiable outcomes:
- Thousands of hours of labor saved since implementation (and counting).
- Reduced commission errors and takebacks.
- Faster partner communication and higher satisfaction.
- Stronger compliance posture through automated alerts and letter generation.
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A Scalable Foundation for Growth
Perhaps most importantly, these aren’t isolated wins—they’re building blocks. By automating core processes and standardizing workflows, Highmark has created a scalable foundation that supports future growth without adding headcount.
“These automations add up quickly. They’ve freed our team to focus on more meaningful work.” — Martha Bobeck, Business Analyst, Highmark Blue Cross Blue Shield.
This is what a culture of automation looks like: less time spent fixing problems, more time spent moving the business forward.
What’s Next: Continued Optimization
Highmark is now expanding its use of APM automation with external workflow enhancements, additional reporting efficiencies, and better visibility for agency partners. Upcoming improvements include:
- Exposing license/appointment holds directly on commission statements to reduce agency inquiries
- Continued monthly tracking of time savings
- Ongoing collaboration with other Blue plans through peer user groups
Why It Worked: Partnership and Expertise
Highmark’s success didn’t happen overnight. It grew from a deep partnership with Canidium’s experts: configuration specialists, workflow designers, and strategic advisors who understood both the technology and the insurance industry.
Are you interested in replicating this success? Our experts offer free consultations to insurance and financial services agencies, no strings attached. We help you analyze your options, uncover your potential benefits, understand your costs, and determine if you are a good fit (or not) for a strategic center of excellence digital transformation.
