Wns Insurance Healthcare Case Study June

50 %
50 %
Information about Wns Insurance Healthcare Case Study June

Published on August 1, 2009

Author: WNSGlobalService

Source: slideshare.net


Learn how one of UK's largest provider of health insurance and one of the largest insurers in the world.,who have health insurance products range from private medical insurance to income protection covering more than 750,000 lives decided to offshore their claims bill payment process to india with the objective of increasing process efficiency while reducing cost.They chose WNS as their outsourcing partner.The key process improvements initiated were:Customer experience,Six Sigma process excellence etc.

Industry Healthcare Process Claims bills payment Increasing efficiency of claims bill payment process by 15 percent for one of UK's largest healthcare insurer Our client is one of UK's largest provider of health This process resulted in a growing suspense queue, delaying insurance and one of the largest insurers in the world. payment to the customer. There was clearly a need to Their health insurance products range from private medical improve the process, increase efficiency and customer insurance to income protection covering more than satisfaction. 750,000 lives. The WNS team realized that re-engineering the present The claims bill payment process involves managing the operational model would result in better customer service, medical bills for policy holders that are received from and significant cost savings. A LEAN Sigma project was specialists and hospitals in the UK under a cashless facility initiated to identify process gaps and increase efficiencies. and also managing the reimbursement bills from the policy holders. Among the key process improvements initiated were: Customer n experience In 2005, our client decided to offshore its claims bill Specialized teams were created based on bill prototype, payment process to India with the objective of increasing i.e. separate teams were created to work on individual, process efficiency while reducing cost. They chose WNS as small group and corporate bills. This simplified the their partner. training process as a CPA would only process one type of claim, hence increasing efficiency and improving The WNS Solution customer experience. Before outsourcing, all claims payment associates (CPA) would randomly receive corporate, small group and Six Sigma n process excellence individual bills for processing. The bills would then be Through - a Six Sigma process excellence program, suspended in the event any information was missing which further changes were implemented in the process. would be followed up by the CPA at a later date. Every CPA A separate suspense team was created for managing owned his own suspense queue, pursuing the suspended both the specialist and hospital bills. This team was claims each day. responsible to investigate and settle every bill that was Copyright © 2009 WNS Global Services | wns.com Industry: Healthcare | 01

suspended by the CPA. Since the team's primary job About WNS was to work on suspense bills, it was easier to follow up and settle the bills by a targeted planned WNS is a leading global business process outsourcing completion date. This Six Sigma project thus improved company. Deep industry and business process knowledge, the overall efficiency of the process and enabled the a partnership approach, comprehensive service offering and team to process larger volumes with the same number a proven track record enables WNS to deliver business value of FTEs. to the world’s leading companies. WNS is passionate about building a market leading company valued by our clients, The - suspense bills management team follows up employees, business partners, investors and communities. regularly with the UK counterparts to reduce inaccuracies and improve the turnaround time on the bill. Extending Your Enterprise Given the success of the LEAN Sigma initiative, the WNS team was able to improve efficiency by 15 percent and reduce the number of resources by 10 percent. Benefits delivered by the WNS team Increased n productivity gains - Separating the suspense processes from the bills processing increased productivity, resulting in better controls and rigorous quality measures while paying the bills. This translated into larger volumes being processed with improved customer service. Improved n accuracy - With the help of the LEAN initiative, the team increased the overall accuracy of bills being processed from a 98.50 percent to 99.50 percent thereby significantly reducing errors which result in incorrect payments or delays. Exceeded n savings target - WNS team exceeded the savings target by 8 percent in the first year of migration and 18 percent in the second year. To learn how we can help extend your enterprise, write to us at info@wnsgs.com Copyright © 2009 WNS Global Services | wns.com Industry: Healthcare | 02

Add a comment

Related presentations

Les changements sur le marché du distressed aux Etats-Unis et en Europe

Main Sections of the Report 1) Nifty Technical View 2) 4 Large Cap Trade Ide...

This presentation consits the yearly results of Kinepolis Group

Related pages

Case Study : A Leading UK Health Insurer Increases ...

Banking and Financial Services Consulting and Professional Services Consumer Packaged Goods Healthcare Insurance ... CLIENT STORIES WNS ... CASE STUDY. A ...
Read more

Business Process Management | Outsourcing | WNS

WNS is a global provider of Business Process Management and ... Case Study One of the Medical Devices Leaders ... Healthcare Receivables management ...
Read more

Case studies - Optus - Mobile Phones, Broadband Internet ...

Healthcare Banking & Finance Retail Education More Talk ... Case studies; All case studies; Case studies
Read more

WNS Global Services - Wikipedia, the free encyclopedia

WNS Global is a global business process management company headquartered in Mumbai, India. ... financial services, insurance, healthcare and utilities, ...
Read more

WNS Careers > Home

WNS is a leading global BPO company, ... WNS Positioned in the ‘Winner’s Circle’ in the HfS Blueprint Insurance Report; WNS (Holdings) ...
Read more

WNS Named a Top 10 Outsourcing Service Provider by ISG

... engineered for the Insurance ... Healthcare and Utilities. WNS delivers an entire ... June 30, 2015, WNS had 29,672 ...
Read more

Sumer Shankardass | ZoomInfo.com

Case Studies; Products. ZoomInfo ... Executive Vice President and Global Head of the Insurance and Healthcare Practice WNS ... Sumer Shankardass  ...
Read more

Amit Khanna | LinkedIn

View Amit Khanna's professional ... Presently working as a Senior Executive Operations in WNS since (June ... Maintaining MIS report of Life insurances cases.
Read more