Challenge
A large, multinational private medical insurance provider was seeking a partner who could provide specialist support and overflow capacity for international medical claims processing, while offering the highest levels of customer service and operational flexibility.
Solution
Exela provided support, backlog clearance, and overflow capacity for IPMI claims from its BPO Centre in Folkestone. Using the customer’s system, through remote access capabilities, Exela’s staff took over reimbursement and direct billing claims operations.
Although the relationship started with just IPMI claims for China, Exela successfully added other geographies to the scope of service and expanded two office locations - one focused on the UK and the other dedicated to international claims. After quickly expanding into global coverage, volumes grew up to 2,000 claims per month.
Exela manages a combination of in-house specialists and conducts regular in-house and joint training with the insurance provider. Hence, we maintain up-to-date knowledge for validations and adjudications. The service is fully transparent between our team and the insurance provider, with open visibility of Exela SLAs, operational metrics, and processing times.
Benefits
- Global operational support, provided by seasoned medical claims processing professionals
- Highly scalable operations capable of handling any volume of claims
- Flexible, location-agnostic, international processing
- <5% attrition rates were achieved by treating and keeping the Folkestone BPO Centre as a Centre of Excellence for Healthcare claims handling
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