Healthcare Business Process Outsourcing
We are partnering with a large healthcare provider to support the transformation of their clinical systems through administrative outsourcing. By efficiently processing referrals and clearing substantial backlogs, we are helping the client meet critical targets while maintaining high standards of quality. Amidst significant growth and internal transformation, our support enables the client to focus on their expansion goals, while we manage their administrative workload to ensure smooth and effective operations.
The Challenge
Our client, a large healthcare provider, was facing significant pressure on their administrative function due to a rapid period of growth and the implementation of new clinical systems. This led to a backlog in referral processing, putting government targets at risk and straining their internal resources. They needed a reliable solution to quickly clear the backlog, maintain high quality, and allow their team to focus on their core growth projects.
Our Approach
We implemented a strategic and focused approach to help the client streamline their administrative processes, meet government targets, and ensure the highest quality standards:
1. Detailed Analysis and Process Review:
• Conducted a thorough analysis of referral workflows to identify bottlenecks, inefficiencies, and areas for improvement.
• Worked with internal teams to ensure compliance with government requirements and optimise processing methods.
2. Efficient Referral Processing:
• Deployed a specialised team to clear the existing backlog while processing new referrals at an accelerated pace.
• Implemented a Quality Assurance framework to ensure consistently high standards throughout the process.
3. Scalable Administrative Support:
• Provided flexible support that scaled with the client’s needs, allowing them to focus on system transformation and core growth areas.
• Introduced streamlined workflows to improve processing efficiency and reduce turnaround times.
4. Ongoing Monitoring and Quality Control:
• Monitored daily performance and adapted processes as needed to ensure we maintained both efficiency and quality.
• Established regular communication with stakeholders to ensure alignment and track progress against government targets.
Tangible Results
• Reduced wait times: Decreased referral processing time from an average of 6 months to just 4 weeks, helping the client meet critical government targets.
• Boosted productivity: Increased daily referral processing capacity by over 200%, significantly improving operational efficiency.
• Freed up resources: Saved the client over 130 hours per week in processing time, allowing their internal team to focus on core growth initiatives and clinical system transformation.
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• High-quality outcomes: Implemented a robust Quality Assurance framework, achieving a >99% accuracy rate in processed referrals, ensuring minimal errors and maintaining compliance.
Conclusion
This project highlights our ability to deliver fast, high-quality administrative outsourcing solutions that make a tangible impact. By reducing referral processing times and freeing up critical resources, we helped the client meet their government targets while allowing them to focus on strategic growth and transformation. Our commitment to efficiency and quality ensured that we delivered results with minimal disruption, helping the client navigate a complex period with confidence.