For many of our customers,
we provide on-going Continuous Improvement
Monitoring of benefits services. We work
with our customers to establish program
management protocols including annual goals,
objectives and performance guarantees. We
establish an annual performance plan and
on behalf of our customers, we negotiate
with the vendors that are responsible for
service delivery. We analyze quarterly reports,
identify action items, develop meeting agendas
and participate in quarterly reviews with
customer representatives and vendor account
management teams. We then provide follow-up
with vendors to ensure follow-through on
action items approved by our customers.
We also conduct HIPAA compliance case reviews
and conduct affiliate interviews to measure
the performance of network providers.
As a result of our work, we have been able
to deliver substantial improvements in service
delivery combined with significant, measurable
savings. For example, our continuous improvement
monitoring has resulted in doubling the
number of employee assistance visits delivered
per year for two of our customers without
a corresponding increase in capitation rates.
Due to the size of the customers involved,
the added value exceeds $1,000,000 every
year.
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