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Healthcare Adminstration

NEEDS-BASED RESULTS

 

Healthcare Adminstration

SITUATION

Healthcare administration company aspired to improve its profitability to industry norms and become a leader in the marketplace.

DRIVER GOAL

  • Increase EBITDA to 20% within 18 months.
  • Maintain or improve the current high level of customer service for all clients.

RESULT

  • Increased EBITDA from 8% to a run-rate of 17% in 8 months and 20% within 18 months.
  • Increased overall productivity by 17%.
case study image, CS-139 large

Case Study

Optimize EBITDA & Improve Profitability

Issue

A healthcare administration company aspired to improve its profitability to industry norms and become a leader in the marketplace. The company relied upon a proprietary software platform for rapid deployment of new business wins. Robust wins, software platform deficiencies and enhancements, along with ever increasing pressure by clients to reduce costs generated tremendous confusion as to priority of initiatives within the organization and added excess costs to deliver and manage the various clients’ volumes.

Highland Approach

The Highland Group worked with client leadership to identify specific Driver Goals for the organization. A Discovery and Design process revealed gaps between the company’s current and desired future performance. A targeted improvement plan focused on process redesign and project, workload and resource management enabled achievement of specified goals and projected benefits.

Actions Taken

  • Installed a prioritization and resource management process for information technology projects resulting in shorter development times and lower development costs.
  • Eliminated the need for over 6,000 hours of mainframe computer access time annually, for a savings of more than $2 million.
  • Developed and implemented resource rationalization management systems that routinely balance resources to workloads.
  • Consolidated Call Centers, Claims Review, Enrollment and Data Entry functions that were spread across the United States.
  • Developed and implemented a phase gate product development process.
  • Redesigned customer-facing organizations and processes to leverage growth with existing customers.
  • Launched a new, market-leading thrust based on rapid new client start-up accompanied by 100% first pass quality.

Increased overall productivity by

17%

and delivered wins of 15 out of 16 proposals

Related Information

industry-based

Client Partner

Financial Services, Marketing & Consumer Products

Petrina is a creative, hands-on executive with over 25 years of international business experience with a proven track record of working collaboratively across traditional boundaries and solving complex operational issues. She previously served at the senior executive level of one of North America’s leading financial institutions and several global consulting organizations. There, she led engagements serving industry-leading clients in United States, Canada, England, Germany, Austria, Switzerland, Norway and the Netherlands.

Project Leader

Financial Services

North America

Brandon is a senior project leader and consultant with more than 12 years of experience in helping financial services firms maximize revenue and control costs through continuous improvement. He specializes in implementing efficiency, service and quality process enhancements in Fortune 500 companies by utilizing Lean and Six Sigma principles.

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