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Life and benefits administrator in the us
1.
Case Study
Healthcare & Life Sciences Leading Health, Life and Benefits Administrator in the US Client Overview The client is a leading health, life insurer and benefits administrator and was in need of a long term trustworthy and professional partner. Located in the US, the client has been in service for almost a century. They are a USD 100 mn+ company with a massive employee base of more than 600,000. They have an entire gamut of products and services catering to the needs of small, medium and large customer groups across Healthcare & Insurance domain. Solution Framework The Challenge It has been three years now with a mutual win-win partnership with our client, flexible Increasing cost on human resources and enough to adapt to their changes. Almost 70% of their back office healthcare business operations in a high cost location is currently outsourced to us with a single vendor strategy. We undertook pilot Increased operations due to the recent expansion operational plans for each of the process outsourced to us and deployed scalable of business resources to take care of the future needs. We have currently 350 fulltime resources Need for improved turnaround time and overall dedicated to the project and we are maintaining additional 50 buffer resources. work efficiency Need for partner-in-business approach considering their rapid expansion Need for a vendor who has deep expertise enabling seamless transition in a reduced time span Q4 2006 Q4 2005 Adjudication Value add Re-pricing process Q3/Q4 2004 for We addressed the client issues in a highly Pre- additional processing locations professional manner enabling them to achieve the of claims for Q1/Q2 2004 the exisiting following benefits. Data locations capture for 3 locations Reduction in the turnaround time by 50% Hexaware Approach Cost reduction of around 40% and accuracy in Transition– Trans X: Our proprietary tool for transition was deployed for the project claims handling of 99% transition Consistent adherence to the internal audit ‘Wave Implementation Approach’ was used where processes were migrated in a compliance for quality of 99.99% phased manner Our highly skilled transition team could complete “Virtual Transition Team” was setup offshore for successful migration and the entire transition in less than three months implementation Resources required for the project were trained in Value Engineering: This team facilitates process measurement & re-engineering, less than half the time increased quality & productivity and reduction in the overall cost Technology: The project required deploying “Hybrid Solution” consisting of both The resource pool of 350 employees required for online & offline modes of processing. We logged on to the client system using secured the project was cross trained to take care of any VPN connectivity fluctuation Diagnostics: D-Consult, “Know How” and proprietary methodologies were utilized for Online Dashboard was provided for monitoring high end diagnostic studies work status and reporting and also served as a Innovation Labs: Proprietary tools and capability boosters like Fetch (Autodownloading tool) Allocate X (Real time work allocation tool), Optimal central repository for all the documents QC(Quality Control Tool) , ProTrak (Online workflow management tool), etc. were Exceedingly high audit compliance- The audit deployed compliance is 99.99%. The various sigma levels for the processes managed by us are given elow in the table: Initial Sigma Improved Levels Sigma Levels 'DWD &DSWXUH Pre-processing Adjudication © Hexaware Technologies. All rights reserved. www.hexaware.com