OUR CLIENT
A rapidly growing business unit within a Fortune 100 company provides Revenue Cycle Management (RCM) services to US-based providers (e.g., multi-site hospital networks) and has annual billings in excess of $50 billion.

THE CHALLENGE
Overcome poor SLA performance which posed a severe customer retention risk while continuing to grow at a rapid pace (over +25% CAGR).

BUSINESS NEEDS
Quickly develop a scalable operating model capable of supporting the 5-year growth strategy with improved performance results:

1. Meet/exceed SLA requirements and NPS targets
   
2. Operation-driven revenue lift of $30+ MM
   
3. Run-rate operating cost reduction of $12+ MM

SCIMET initially led an effort (~3 months) to create end-to-end value-stream maps of the current-state, highlight critical pain-points, and build the future-state consisting of 46 required design characteristics across People, Process, & Technology. A target-state was then created in which 13 of the characteristics were prioritized for implementation. We then led 3 client teams (one each for Front, Middle, and Back) through the implementation and change management effort over ~12 months which targeted pre-Registration (e.g., increased POS collections by 25%), HIM (e.g., increased productivity by 40%), and Billing (e.g., increased productivity by +15%).