Lesson 1: Hook & Context

1 min

About This Lesson

Understand why capturing expert knowledge matters for patient care.

By the end of this module, you will be able to:

Define VSM and its purpose - Explain value stream mapping and why it matters for claims operations

Map current state - Document a claims process from FNOL to settlement with accurate timing data

Identify waste - Recognize and categorize the 8 wastes in claims workflows

Analyze metrics - Calculate and interpret lead time, processing time, and efficiency ratios

Design future state - Create an improved workflow that eliminates identified waste

Apply improvement - Take a concrete first step toward mapping your own process

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Value Stream Mapping asks a different question:

Instead of: "Who's slow?"

Ask: "What's slowing us down?"

This shift from blame to curiosity unlocks real improvement. When we focus on the process, not the people, solutions become visible.

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