Many healthcare payers are overwhelmed with time-draining back-office operations — and as a result they’re always running at full capacity. So when a major national healthcare payer launched a $15 billion enterprise cost reduction effort, it turned to West Monroe’s cross-disciplinary team to address the challenges holding them back from next-level efficiency.
When a large national healthcare payer undertook a $15 billion cost reduction initiative, it faced a difficult dilemma: How to reorganize its back-office provider support network to better align with workload while maintaining best-in-class service levels.
But this challenge also posed an opportunity to work smarter and serve better. The healthcare payer teamed up with West Monroe to:
Drawing from deep experience in health plan operations and technology, our cross-disciplinary team knew the solution would be in the details. So we got to work:
Our resource capacity planning solution delivered calculated the required hours and full-time equivalent resources by department, allowing the client to reallocate people in response to work volume changes. Each model is based on predictable—and trackable—service demand drivers like call volume, number of doctors added to the database, and errors requiring research, meaning the healthcare payer could live up to its customer service reputation while reallocating business resources when needed.
A project like this is only meaningful when it translates to real business value. Our collective work delivered: