Business Transformation Services
Treating healthcare appeals & grievances with automation
Chelsea Williams, Director of Service & Operations at a leading American healthcare payer company, was looking to transform its fragmented, manually intensive appeals and grievances (A&G) operations. Concerned about the frequent delays, errors and missed SLAs in processing appeals, she turned to their long-standing partner, Infosys BPM for help. This case details how Infosys BPM introduced targeted solutions, a robust governance model, and process automation to reduce turnaround time by 50%, achieve 100% deviation accuracy, meet all SLAs, and enable the processing of an additional 45,000 appeals per month.
