How California-based Jahnke Consulting delivers better long-term care claim management with Bigin

The company

For more than three decades, founder Linda Jahnke has been standing by families during some of life's most challenging moments through Jahnke Consulting Inc. What began as an independent long-term care insurance brokerage soon revealed a recurring problem: While clients had the right insurance coverage, navigating the claims process and finding quality care often proved to be far more difficult than expected.

Instead of stopping at selling insurance, Linda decided to transform the business into a dedicated long-term care insurance claims advocacy firm that helps families through every step of the process—from filing claims and managing documentation to communicating with insurance providers and finding trusted care resources—to ensure they have an experienced advocate by their side throughout the journey.

The challenge

With hundreds of active clients to support, the team at Jahnke Consulting handles a constant flow of communication with insurance providers. Every time an insurance company calls, the team needs immediate access to a client's information, including case notes, claim updates, and the most recent services provided. Having complete, up-to-date records readily available is critical to ensuring every conversation is informed and every claim continues moving forward.

Before adopting Bigin, the team relied on MyJunna, and while it was built for case management, it wasn't built for the way Jahnke Consulting worked. The software offered limited customization, which forced the team to adapt their processes around the system instead of the other way around. It also lacked any means to interact with insurance companies, which made everyday workflows more cumbersome.

As the business grew, Linda and her team began looking for a solution that could adapt to their unique claims process. They needed customizable pipeline stages to capture the specific information they tracked for every patient, along with a HIPAA-compliant platform that could securely manage sensitive client data while giving the team the flexibility they had been missing.

The solution

Today, Bigin serves as the central hub for almost every aspect of Jahnke Consulting's operations. The team stores client information in the Contacts module while using the Companies module to track the insurance providers they work with. Their day-to-day workflows are managed through dedicated operations and billing Pipelines, giving the team complete visibility into every client's journey.

To keep work on track, support agents rely on the Activities module to manage tasks and follow-ups. Dashboards provide leadership with real-time insights into where clients are located, the number of invoices sent, and the status of ongoing cases. Every conversation with a client or insurance provider is documented in notes, where team members can also tag colleagues to collaborate on cases without switching to another application. Additionally, Custom Views allow each case manager to quickly view only the clients and cases assigned to them, making it easier to stay organized while managing hundreds of active claims.

Benefits and ROI

Looking forward