POWERING HEALTHCARE WITH TRANSFORMATIVE SOLUTIONS AND INNOVATION
TELEPERFORMANCE INDIA – THE HEALTHCARE SUCCESS STORY
A Rewarding Q3 2023 - Highlights
• Multiple performance improvement initiatives closed across verticals with remarkable results. • 28.77% Net Collection improvement for first 90 days: Led to $40 Mn Annualized Cash Realization. • 10% Overall Coding Accuracy improvement with consistent training, feedback, and TP GenAI implementation. • 5% Transfer Rates Reduction: Impacted handoff reduction and overall TAT improvement. • Global Healthcare Logistics Company: APAC Region added for Invoice Billing (Singapore & India). • 9 Projects completed/ nearing completion with an overall QNI of €5+ Mn. • Capabilities added in 2023: Arbitration, Member Enrolment & Billing, Chart Swap, PBM Billing, Insurance and Patient Refunds, Patient Flip
Our Success Story with Payer
TP GenAI - The Future is Here…
Starting as a modest 24 FTEs ‘member enrolment and billing process’ team, we achieved an impressive grip on quality with a 99.52% score and a remarkable 140% increase in effectiveness scores. Our enduring commitment and relentless application of knowledge helmed our team to a robust 180 FTEs - a testament to our unwavering pursuit of excellence.
An AI-Powered Solution providing personalized and interactive conversation experience with human-like responses , tone of voice, and an interactive knowledge base, successfully developed and implemented for a leading Healthcare Client - • Pilot Process tested and implemented successfully. • Dynamic Inventory Management Tool deployment WIP: Will lead to 20% TAT reduction and valuable vendor behavior insights. • Analytical Tool: Track and provide insights on various call drivers, customer trends, queries, and solutions implementation to maximize first time right.
Celebrating the Growth Journey of Healthcare and a Bright Future Ahead!
CLIENT Testimonials
A s we approach the end of 2023, it is time to reflect on our remarkable journey and celebrate the incredible achievements we have accomplished together. This year has been nothing short of extraordinary, and I am thrilled to share exciting updates that set the stage for an even brighter future.
“I wanted to send a thank you to the whole team this evening for keeping a close eye on specific facility. I received a call this evening from Raghav with concerns of high-volume calls coming in from a specific number and that he took it upon himself to call and check in on them. I am very proud of your team and how attentive they are to our offices. Please extend my gratitude to everyone for communicating when they saw an issue and especially to Raghav for being a great leader.” VP - Vendor Relationship Management, Leading American Disposable Medical Equipment Suppliers
“The 1314 team has given me positive feedback. They have seen a reduction in the duplication of inquiries. Please thank the teams for helping fix this concern and keep up the great work! I really do appreciate it (and them)!” Senior Strategic Partner - Service Excellence, Global Healthcare Logistics Organization
“The Enteral Team was able to reduce claims > 60 days to less than 5%. I had so much confidence in all of you, I knew you could do it. Thank you! The Infusion Team has maintained less than 5% for 5 straight months!!! What a Team! Please thank everyone at Teleperformance for such a wonderful job and you should all be extremely proud and happy.” Vendor Management Advisor, American Healthcare & Pharmaceutical Conglomerate, and the World’s Largest Healthcare Company
First and foremost, I’m pleased to announce that we are set to close 2023 on an exceptionally strong note. Our unwavering commitment to excellence, innovation, and the relentless pursuit of process improvements has not only borne fruit but has also set new benchmarks for success. Our clients have witnessed the transformative power of our services, and the results speak for themselves. One of the most significant milestones we’ve reached this year is the addition of 500 new talented individuals to our family. With our focus on actively driving DE&I initiatives, these new team members are not just numbers; their diverse perspectives and skills will undoubtedly play a pivotal role in shaping our future success. Looking ahead, our growth strategy is built on two key pillars: Farming and Cross-Pollination. Farming involves nurturing existing client relationships, cultivating trust, and deepening our partnerships. Cross-pollination, on the other hand, encourages collaboration
and knowledge sharing across teams, and fostering innovation that transcends boundaries. Together, these strategies will allow us to not only meet but exceed the evolving needs of our clients. We will continue to optimize and transform healthcare client businesses through relentless innovation and process enhancements. Our aim is to remain at the forefront of industry trends and deliver outcomes that redefine excellence. I want to express my heartfelt gratitude to each and every one of you for your unwavering dedication and hard work. Together, we’ve achieved remarkable success, and I have no doubt that our future holds even greater possibilities. Here’s to an extraordinary future! Vishal Renake SVP – Healthcare Client Operations, Teleperformance India
Creating an Inclusive Workspace at Teleperformance, Indore Creating an Inclusive Workspace at Teleperformance with 8 FTEs batch with locomotor disability onboarded at Indore site. Making a Difference
12 TELEPERFORMANCE INDIA
13 TELEPERFORMANCE INDIA
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