BPO Solutions for Global Healthcare Provider

Project Overview

HealthCare International, a leading global healthcare provider, was struggling with inefficient back-office operations and high customer service costs. They approached Markov International to streamline their operations and reduce costs while maintaining high quality standards.

Challenge

The client faced multiple challenges including high operational costs, inconsistent customer service quality, inefficient data management, and difficulty scaling operations during peak times. They needed a solution that could address all these issues while ensuring compliance with healthcare regulations.

Solution

We implemented a comprehensive BPO solution that included dedicated customer support teams, medical billing services, claims processing, and data management. Our solution involved setting up a specialized healthcare team, implementing advanced CRM systems, establishing clear quality metrics, and developing custom workflows.

Results

• 40% reduction in operational costs within first 12 months
• Customer satisfaction score improved from 72% to 91%
• Average call handling time reduced by 35%
• Claims processing time reduced by 50%
• Successful scaling during seasonal peaks without quality degradation

"The Markov team delivered exceptional results that exceeded our expectations. Their healthcare expertise and process efficiency improvements have transformed our operations."

Dr. Sarah Johnson

Chief Operations Officer, HealthCare International