“We have a representative group here, eight people from labor and two managers. We had a conversation about this backlog. Now that our call volume is not as crazy as it was, we have to do a burn-down plan to get that inventory down. Our representative group went off and figured everything out. Having a UBT that works well makes my job so much easier. It’s a great thing—not just because they have a plan to work down the inventory, but because we’re responding to members who have some kind of question with their billing.”