Measured in Dollars, Not Activity.

The goal

Improve the patient experience, reduce operating costs and the time to commercialization, and build a workflow that can scale.

What we did

Assessed current-state operations in the contact centre and the back office. Developed execution strategies, internal versus outsourced, and recommended an operational infrastructure for fact-based performance management.

What we found

The cost per call was twice what a professional outsourcer (BPO) would charge.

The goal

Find the digital and automation strategies to optimize the patient experience and realize operational efficiencies.

What we did

• A Lean Six Sigma audit of people, process and technology across the contact centre, the medical profile department and the supporting back office.
• Telephony selection: wrote the RFP, led the project team, the analysis, vendor selection and negotiations. It resulted in a Genesys implementation.
• CRM requirements for the contact centre and back office, and the telephony integrations.
• A business case for outsourcing revenue generation, and its implementation.