Dec 2006: Leading Edge expands healthcare consulting division
The Leading Edge Group continues to expand its support to the healthcare industry.
Our consultants - Pat O’Donnell, Peter McClean and Joe O’Callaghan - have continued to provide consulting support to both the private and public healthcare sectors.
Some recent healthcare projects have included:
- Reducing the time taken to put in place “key personnel” as part of a streamlining project for a recruitment process.
- Uncovering and restoring a clean and simple insurance claims process from 278 process steps and 42 touch points. The touch points were subsequently reduced down to 7. 3.5m documents were removed resulting in improved claims tracking and increased customer and staff satisfaction.
- Improving efficiencies within a healthcare client’s renewals and billing administration process, whilst improving the overall customer experience. The organizational structure changed, shifting from a functional to a customer focus. Clearly documented service level agreements were introduced, and a strategic review of the business was subsequently initiated.
- Identified areas of improvement in a donor collection process. Operating times were changed to match the behaviour of the donors; clinic layouts were standardised; and a “pull” system was introduced in which staff were encouraged to “move” to the donors and “pull” them through the donor collection process.
- Significantly improved customer service to key corporate clients by segregating the customers into key focus groups. Overheads were reduced through improved administration methods
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