Customer Context
This leading molecular diagnostics company is known for its groundbreaking product which transformed colorectal cancer screening. As the company expanded its product offerings, it encountered significant challenges, including escalating administrative expenses and mounting A/R backlogs due to a high volume of unresolved claims.
Challenges Faced
“During COVID, when the initial project started, it was a tough time to hire. Access Healthcare mitigated this issue for us.”
Certification Program Requirement: Initially, the plan was to have a soft go-live and gradually ramp up the process. However, the client required each team member to undergo a certification program and pass it before participating in the ramp-up
Large Volume of Claims: The client had about 6,400 backlogged claims, which added complexity and pressure to the implementation process
Two-Phase Certification Program: The certification program consisted of two phases. In the first phase, the client audited a few accounts handled by the team. After successful completion, each team member received 12 accounts to process, which the client audited again
Solutions Offered
Proactive Approach: The Access Healthcare team took on the challenge of training and certifying the team members to meet the client’s requirements
Efficient Training Process: Leveraging the expertise of two initially trained users, the team facilitated training all members within the specified timeframe
Regular Client Interaction: Weekly touch base calls were established to address process gaps and specific issues affecting production and quality, ensuring a collaborative and transparent approach
Results Delivered
Successful Certification and Ramp-Up: Thanks to the dedicated efforts of the Access Healthcare team, all team members successfully cleared the certification, enabling them to commence the ramp-up phase
Exceeding Production Targets: The team achieved remarkable results from the first week of the ramp-up, eventually surpassing 100% of the contracted target production
Backlog Reduction: By the end of April 2023, the team significantly reduced the number of pending claims, with only 400 remaining in the work queue
Client Recognition: The client acknowledged the impressive progress made by the Access Healthcare team and expressed appreciation for their outstanding performance