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Smooth Operations Management for RCM client during Covid-19


How does a healthcare company manage their operations in a panicking situation like a global pandemic? How does a company overcome sudden rise in requirements with existing workforce. Coforge understood the problem and addressed it for one of the leading Healthcare revenue cycle management company in the US market. We strategically managed and supported their business operations. Our focus was to optimize clients operations with limited resources and at a low cost for our client. Today we take pride in contributing to the needs of Healthcare Sector and building a domain expertise.

About the Client

A large American healthcare revenue cycle management company servicing hospitals, health systems and physician groups across the United States.

Business Challenge

The client was facing issues in managing Business Operations during a COVID-19 situation:

  • Insufficient workforce to perform activities
  • Working with processes not suited to remote and distributed working
  • Lack of technology infrastructure required to support distributed working
  • Retention of customers due to delayed services
  • No BCP provisioned during such pandemic situation
  • Increased volume due to Covid-19

The client chose Coforge trusting our decades of experience in managing business operations and our domain expertise.

Our Solution

They needed 24x7 support in managing their frontline service desk. We piloted the process with 5 resources and successfully implemented below steps:

  • Provisioning of configured laptops
  • Remote access provided to client’s VPN
  • Reporting with clients on hourly basis
  • Government approval to re-route customer calls to Coforge employee’s mobile phones
  • Configuration and validation of all data
  • Adherence to Cyber-security measures along with policy signatures by all the employees
  • Added 15% buffer staffing with no additional cost to client

Delivering More Value

  • Timeliness: Seamless transition of the work in 2 days
  • Agility: Quick ramp up of the team to 100 FTEs
  • Feasibility: No impact on KPI / SLAs
  • Performance: Improved Quality output
  • Scalability: Managed the delivery of increased volume due to the pandemic situation
  • Compliance: 100% Compliance Adherence
  • SOP creation
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