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Next-Gen BPO Services for Fortune 25 Managed Care Organization

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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.  

Challenges

  • 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.

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Let’s Coforge your next success story.

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