2012 Global Awards for Excellence in Adaptive Case Management WFMC Touchstone Health, USA Nominated by HandySoft, USA 1. EXECUTIVE SUMMARY / ABSTRACT Touchstone Health faced a momentous challenge with their current Appeals and Grievances (A&G) process. Touchstone was managing 1,500 A&G cases per month through a largely manual case management process. In addition, regulato- ry compliance requirements required timely and auditable

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