ONET is a pioneer in the healthcare industry with over 20 years of experience and over 1 million members. They offer a range of back-office and customer service solutions including claims processing, receivables management, and inbound contact center services via voice, chat, email, and other platforms. ONET prides itself on catering to every client need with goals of fast response times, high contact rates, and efficient workflows across its various service lines.

1. 3
Office Sites
700+
Employees
400+
Seats
100%
Dauntless
25+
Lines of
– The Healthcare Industry –
A pioneer in the Health
Maintenance Organisation
industry
with a membership population
of over 1 million
Back-office
Claims processing
Non-Voice Voice
Receivables
Management
Collection of
outstanding payments
The ONET formula for success:
Catering to every need:
ONET
Management
With over 20 years
of experience
 Goals
International
Training
Programs
Personal
Account
Managers
Inbound Contact
Customer care &
procedure approval

2. Receivables Management
Goal
Strategy
Result
 Efficient collection workflow process
 Timely account endorsement & classification
 Activate the PREP strategy:
 Pre-empt: SMS, phone calls & e-mail reminders
10 days prior to due-date
 Retrieve: Tele-collection striving for payment-in-
full & skip-tracing if necessary
 Ensure: Field-collection, demand letters, and
litigation in certain cases to ensure…
 Payment
Over 80% of client’s
endorsements contacted
within 5 days, each month
XX% collection rate
To have a Touch Rate (= attempting to contact
clients) for endorsed accounts of 100%
To have a Contact Rate (= successfully reminding
clients of their billings) within 5 days of 80%
To have a Turnaround Time of 7 days
What we offer: We not only offer receivables management and past
due-date collection, but we also take pre-emptive action, ranging from
issuing voice notices to sending SMS reminders.
“Initiative, Integrity, Respect.”
80%
20%
3
Office Sites
700+
Employees
400+
Seats
100%
Relentless
25+
Lines of

3. Back-office Services
What we offer: In the healthcare industry, we specialize in the
management and processing of health insurance claims, as well as offering
document scanning.
Goal
Strategy
Result
 Review & assess claims
promptly,
 Remit payment to
hospitals if claims are
valid
 Meet daily quota
 Effective workforce management
 Training to ensure agents can
correctly read & assess medical
documents
 Rewards & incentives program
involving a pay-per-proudction
scheme
 Average monthly claims
processed: 30,0000
 Claims processed per
agent daily: 90
 Turnaround Time: 2
days
“ONET goes beyond
the usual outsourcing
relationship, to become
a real extension of your
business.”
Industry Insight:
On average, companies in the
healthcare industry save 23% by
outsourcing
- John Lovelock, healthcare analyst
3
Office Sites
700+
Employees
400+
Seats
100%
Motivated
25+
Lines of

4. Voice Inbound Contact
Goal
Strategy
Result
What we offer:
Personal customer
care for all your
clients before,
during, and after
the procedure
approval process,
through inbound
voice services.
“We are
committed to
supporting your
ever-growing needs
to ensure the
enhancement of
your member
empowerment
targets.”
Consistent delivery of fast &
efficient service beyond
customer expectations
through delightful, creative
& emotionally-engaging
interactions with our
members & providers
To strive for:
 Service Level Agreement
(= no. of calls answered in
< 10 secs) = > 85%
 Average Handling Time =
< 5 mins
 Abandoned Rate = < 5%
 Average Speed of Answer
= < 10 secs
 Call Quality Management
= > 85%
 Strategy targets met
 Average daily incoming
calls : 2,000
 Average daily
transactions: 2,500
 Average Handling
Time: < 5 mins
 Response Rate: < 10
secs
Industry Insight:
75% of healthcare
companies in the U.S.
employ outsourcing.
3
Office Sites
700+
Employees
400+
Seats
100%
Inspired
25+
Lines of

5. Non-voice Inbound Contact
Goal
What we offer: To cater to each of your clients, we also offer customer
care through additional platforms, including: chat, e-mail, SMS, and our
Payorlink/Providerlink system.
Strategy
Result
“We are heart-working. We are mavens.
We are: ONET.”
 Consistent delivery of fast and efficient
service beyond customer expectations
through non-voice interactions with our
Members & Providers
 Effective workforce management
 Training and quality management
 Strong leadership
 Efficient infrastructure and network
system
 Average Speed of Answer = < 2 secs
 Average Handling Time = < 3 mins
 Response Rate: < 2 mins
 1 million clients assisted
3
Office Sites
700+
Employees
400+
Seats
100%
Driven
25+
Lines of