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Traditional ways of working and legacy systems are not equipped to deliver at the speed of business. Integrating your back office with front end operations is key to CX success. Our Smart Back Office solution embeds intelligence at the core of your operations, doing more with less and delivering quality at speed and scale.
Powered by RPA and analytics, it is designed to help you plan, manage, and automate your back-end operations, improving efficiency and allowing your people to focus on what matters most – improving CX and driving growth.
The depth and breadth of our experience across verticals enables us to deliver best in class services and security practices.
Payment processing - stop/reissue payments and payments adjustments as well as complex insurance billing
Data entry, order processing, verification, management, escalation
Claims processing, adjudication, and pending and denied claims
Fall out records and resolution, grievance and appeals
Fax intakes and HIPAA compliant processing
Account authentication and ticketing
Tier 3 program application cases
Mailroom management
Our technical team collaborates with you to analyze processes and design a customized RPA solution. Integrating various analytics platforms and tools drives back- and front-office productivity by identifying and driving process improvements. Intelligent Document Processing (IDP) streamlines activities behind the scenes, helping you realize greater value and cost savings.
Agent development is a top priority. Our progressive KPIs continuously raise goals as agents gain tenure and proficiency. We capture opportunities for efficiency-enhancing adaptations, aligning goals to increase agent productivity and decrease idle time. To remain efficient and ensure coverage across all LOBs in the event of unforeseen spikes, we maximize scheduling and cross-skill agents.
Daily monitoring and reporting highlights critical areas and ensures visibility. Our enhanced System Issue Tracker supports prioritization and ticket filtering to identify high-stakes items and move them towards resolution.
