| Client
Overview
One of the nations most technologically advanced Release of
Information (ROI) & Document Management Solutions provider
in the US. Due to the recent expansion in the business, the
client was not able to keep up the pace with the growing demand
of its end clients had impact on the following –
 |
Quality and turn around time. |
|
End Customer Complaints on the services
offered. |
|
Limited Process improvement initiatives. |
|
High cost on Operations as almost 95% of
the work was done by the part timers and there was no
accountability. |
All these issues forced the client to think about giving this
critical part of his business to an organization which had
accountability in the market and which could show commitment
in the work.
Assignment
Processing online Release of medical information and complying
with US HIPAA regulations for the process.
Why Salient
Salient manages the medical record warehousing function for
our client’s healthcare clients and had in-depth knowledge
of our client’s technology platform & processes.
Salient's Solution
Salient’s delivery model ensured a seamless transition
of the process to its office in Gurgaon, India without any
disruptions to operations. The client’s concerns regarding
data protection of its end client were mitigated by showing
him a detailed and meticulous array of check points which
Salient uses to make sure that no data theft takes place.
This was complemented through recruitment of highly skilled
and qualified staff. We worked closely with the client to
ensure that strong security and confidentiality were maintained
around the processes.
Key Benefits
|
Productivity improvements from 50% reduction
in cycle time in the process and headcount reduction of
about 20%. |
|
Consistent performance as per SLA metrics.
|
|
Annual operating costs reduced by 30% -
35%. |
|
Achieved customer delight in turnaround
times for process changes and new requests. |
|
12 hours turn around time with strong error
detection and quality. |
|
Salient has been able to maintain a very
high level of Quality for its client and is far above
the Quality benchmark set up by the client for Salient. |
End Result
End result being a highly satisfied client with Salient's
commitment and professionalism in executing its critical business
process. Our client is looking to scale up existing process
to triple the current volumes and is also planning to roll
out higher value added processes to Salient over the next
6-12 months.
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