Next-Gen BPO Services for Fortune 25 Managed Care Organization
Overview.
Our client is a large healthcare company operating in the managed care industry, offering health insurance plans and services to government-sponsored programs and private insurance markets, serving millions of members nationwide.
Complexity of the enrolment process leading to delays in coverage, errors in paperwork, and ultimately, dissatisfied customers
High drop rate due to delays in application process and customer complaints. This also impacts star ratings of the plans
Ineffective priorities and workload management leading to TAT being missed.
Solution
We setup a team of highly experienced industry experts in plug and play mode to streamline current processes.
Developed well defined MIS for efficient inventory and priorities management for insights. Implemented WDTS
Optimized workforces by cross training resources to enable dynamic load balancing during peak seasons, enabling TAT.
Robust training plan and audit processes for Talent management
The Impact
100%
Quality Scores since inception
50%
Reduction in TAT
100%
Resource cross- skilling training
Since partnering with Coforge, our client experienced a 100% improvement in quality scores since inception, a remarkable 50% reduction in turnaround time, and achieved 100% resource cross-skilling training, ensuring a more efficient and satisfied workforce.
