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Transcript of SourceHOV Proprietary, Confidential and Copyright 2013 Results That Exceed Expectations SourceHOV...
SourceHOV Proprietary, Confidential and Copyright 2013
Results That Exceed Expectations
SourceHOV Company Overview
Client Name – SourceHOV Corporate Capabilities
Date
SourceHOV Proprietary, Confidential and Copyright 2013
Agenda (sample)
2
Introductions
Corporate Overview
Transaction Processing Solutions» Healthcare Solutions» Financial Services Solutions» Government Solutions
Legal Solutions
Analytics Solutions
Technology
Specific Solution name here – based on what is being pitched
Q&A/Next Steps
SourceHOV Proprietary, Confidential and Copyright 2013
Introductions (sample)
Client Name Team» Attendees
• Names and Titles
3
SourceHOV Team» Attendees
• Names and Titles
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Corporate Overview
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
SourceHOV
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SourceHOV is a global provider of transaction processing solutions,
strategic consulting and data analytics services. Our solutions are
delivered through innovative technology platforms and streamlined
workflows based on client-specific business rules.
The company's services deliver improved quality and increased
efficiency, and when coupled with data analytics, can provide clients
the critical quantitative insight and business intelligence to support
more effective decision making.
SourceHOV Proprietary, Confidential and Copyright 2013
SourceHOV Business Unit Overview
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» Payers Processing and adjudication of
claims, member enrollment and provider credentialing
» Providers Medical coding: International
Classification of Diseases ICD-9 and ICD-10
Compliance: under/over payment analysis
Medical records management
Transaction processing solutions for Healthcare payers and providers
Transaction Processing Solutions
Healthcare Financial Services
» Mortgage and auto loan application processing (document preparation digitization, indexing, and archival)
» Accounts payable processing for non-purchase order invoices
» Outcome processing, including print-mail and ePresentment, for financial institutions, insurances and utilities
» Electronic storage of data and documents
Transaction Process solutions for the Financial Services Industry
Government
» Tax return processing for cities and states
» Records management for city, local, county and state governments (vital records include birth, marriage, death and land registry, etc.)
» Electronic storage of data and documents
Processing solutions for Government
SourceHOV Proprietary, Confidential and Copyright 2013
SourceHOV Business Unit Overview
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Legal Processing Solutions Alpha Analytics
» Project management support for all phases
» Notifications and outreach to claimants
» Collections and analysis of claimant information
» Claimant support (call center, website, etc.)
» Administration and adjudication of claims
» Distribution of settlement funds
Processing of legal claim settlements of class action and mass tort lawsuits
» Extraction, exploration and transformation of data
» Develop specific solutions as needed by clients
» Partnerships (SAS, Hadoop, Pivotal – when ready)
» Significant depth of talent with over 25 PhDs
Data analytics business services
SourceHOV Proprietary, Confidential and Copyright 2013
“End-to-End” Service Provider – entire lifecycle from origination to outcome processing
Deep Domain Experience across Industries Served
Strong Client Retention – client loyalty
» Serves more than 50% of the global Fortune 100» Average of nine years for top ten clients» 95% renewal rate on long-term contracts
Global Provider - U.S., Canada, China, India, Mexico and the Philippines
Scalability
Well Positioned Technology Leader with Wholly Owned IP
Key Differentiators
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SourceHOV Proprietary, Confidential and Copyright 2013
More than 12,500 employees supporting operations in 80+ delivery centers globallyHIPAA, NIST, DIACAP compliant; FISMA, PCI, NARA certified; SSAE No. 16
Local Presence with Global Strength
Balanced global footprintAccess to skilled resources with follow-the-sun capabilities
The right mix of proximity, cost savings and time zone alignment
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SourceHOV Proprietary, Confidential and Copyright 2013
Delivery Centers and Locations (contd.)
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AlabamaGeorgiana
PhoenixArizona
BrinkleyArkansas
CarsonChico Hayward Los Angeles Ontario Sacramento San Francisco San Jose Woodland Hills
California
AuroraEnglewood
Colorado
Miami Palm Beach GardensTallahasseeTampa
Florida
Forest Park Newnan
Georgia
PalatineRantoul
Illinois
Des MoinesIowa
LondonLouisvilleMount Vernon
Kentucky
Upper Marlboro
LouisianaBelle ChaseNew Orleans
Maryland
NorwoodMassachusetts
FaribaultMinneapolis
Minnesota
AlbuquerqueNew Mexico
CharlotteNorth Carolina
Las VegasNevada
BinghamtonFarmingdaleKingstonNew York
New York
IrmoSouth Carolina
AmarilloDallasEl PasoFort WorthHoustonIrvingSan AntonioSouthlake
Texas
Salt Lake CityUtah
Sioux FallsSouth Dakota
Washington (2 Locations)
Washington
St. LaurentMississagua
Canada
Obergon (2 Locations)
Mexico • Owned Facility
69 locations in the United states, Canada and Mexico (1) with 5.0K employees
SourceHOV Proprietary, Confidential and Copyright 2013
Delivery Centers and Locations
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Country Locations EmployeesIndia 11 5.0Philippines 2 2.3China 2 0.5Total 15 7.9
India• Chennal• Kanchipuram• Madural• New Delhi• Salem• Thanjavur• Trichy
China• Nanchang• Xian
Philippines• Clarck• Subic
• Owned Facility
15 delivery centers and over 7-9k employees in the Philippines, China and India
SourceHOV Proprietary, Confidential and Copyright 2013
Organizational Structure
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CEO
CFO General Counsel
Chief Marketing
Officer
PresidentTransactionProcessing Solutions??
SVP, Financial
Services and Government
SVP, GlobalOperations
SVP, Global Technology
SVP, Healthcare President, Rust SVP, Alpha
Analytics
SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Transaction Processing Solutions
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Healthcare
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SourceHOV Proprietary, Confidential and Copyright 2013
Our Healthcare Solutions Portfolio:
Claims Processing , Adjudication and Analytics
Coding, Consulting and Training
Reimbursement Integrity
Medical Content Management
Document Lifecycle Management
Healthcare
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SourceHOV Proprietary, Confidential and Copyright 2013
Trained for operational excellence; helping clients improve revenue cycles through quality and scale
Healthcare Solutions
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Capable, intelligent and efficient teams serving large, highly complex acute care facilities – to reduce cycle times, limit resubmissions, reduce operational waste - putting more focus on patient care
Proven, scalable and innovative healthcare processing solutions delivered to the largest providers and payers -public and private
Enabling payer/provider collaboration processes, effectiveness and cost management
Payments, Presentment and Communications
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Comprehensive Enrollment and Verification
Accepts member and provider submissions using physical, electronic and online modes; providing robust verification and entitlement
Coding, Consulting and Training
Electronic and physical payments and lockbox services; presentment and communications to fulfillment and payment
Deep industry expertise and robust platforms provide customers with knowledge-based solutions at the core of their claims
Complex Adjudication and Analytics
Fundamentally changes how claims and re-submissions are managed; increased speed and streamlined processes
Online Self-Service
SourceHOV Proprietary, Confidential and Copyright 2013
Healthcare Provider OverviewFull-service healthcare consulting and transaction processing firm serving clients for over 30 years
Solutions that help our clients manage medical record environments and maximize revenue integrity and performance in a regulatory compliant manner.
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Consulting Health Data Management
Business Intelligence Analytics• SourceHOV Audit Track• Revenue Integrity Analysis &
Valuation• Contract Modeling• RAC Audit Process Management
Coding, Consulting & Compliance• Coding• Coding Audit• Documentation Improvement• Interim Management• Staff Augmentation• ICD-10 Readiness• RAC Audit support
Radiology Data Management• Radiology Analog film storage• DICOM Film Digitization• Digital Document
Management & Retention• Record Lifecycle Management
& Destruction
Planning Implementation Operations
• Document Storage• EMR Conversion Support• Medical Record Repository• Document Lifecycle
Management• NARA Compliant Storage
Medical Content Management
Create Value Optimize PerformanceDiscover Opportunity
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Compliance and Data Integrity
SourceHOV Proprietary, Confidential and Copyright 2013
SourceHOV Solutions: Connect Payers, Providers and Members
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Providers Members/ Patients
Reco
rds
conv
ersi
on,
Inde
x an
d H
ostin
g
Physicians,
Hospitals,
Clinics, etc.
EDI a
nd P
aper
Cla
ims
&
Corr
espo
nden
ce (P
CH)
A/R Management, Remittance, EOB, Cash Posting, Presentment
Lockbox/ Bank Funds TransferExplanation of Benefits
Archival & Retrieval
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Payers
Prin
t Im
age
/D
ata
Capt
ure
/ PC
H
Pre-
Adju
dica
tion;
Web
Re
porti
ng
EON
/Ad
judi
catio
nEn
rollm
ent
PayerSystems
(EnrollmentSettlement etc.)
Verifi
catio
n /
Codi
ng/
Billi
ng
Mem
bers
/ P
atien
ts
Out
com
es(p
rint,
emai
l, fa
x, e
tc.)
Lifecycle of a Claim
SourceHOV Proprietary, Confidential and Copyright 2013
Full Spectrum Document Lifecycle Solutions
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Documents are enhanced with additional data & routing approvals to client processes; providing visibility and cross-referencibility with other data sources
Business CommunicationsConversion
Secure and auditable receipt, digitization and data capture of any format , form, document , film, fiche or electronic
Workflow
Physical or electronic business communications services from print and mail centers across the U.S.
Sophisticated platforms for automated rules and ‘need to know’ data extraction for review by analysts and allows for case escalation for client decision-making
Rules-based Platforms
Physical or electronic documents or transactions, are accessed, stored or destroyed in compliance with industry and government regulations
Storage, Deposits, Destruction
SourceHOV Proprietary, Confidential and Copyright 2013
SourceHOV provides transaction management solutions from mailroom to presentment, image capture, workflow management and support for healthcare providers and payers.
Accounts Payable
Accounts Receivable
Accounts Receivable Collections
Insurance Processing
Loan Processing
Publishing
Proprietary technology platform
20 years of industry experience
Financial Processes
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Transaction Volume – 10,000,000+ items / monthAP Mailroom Volume – 2,200,000+ items / month(across all industries we serve)
SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Financial Services Solutions
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SourceHOV Proprietary, Confidential and Copyright 2013
Financial ServicesFocus Areas:» Mortgage and Auto loan file processing» Accounts Payable» Property & Casualty Insurance» Tax Advisory Services» Surety Claims and Litigation Support??? – is this needed?» Outcome processing
• Includes print/mail and ePresentment
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SourceHOV Proprietary, Confidential and Copyright 2013
Benefits
Reduced risk - ensure servicing compliance with new Qualified Written Request rules
A highly secure, one-stop collection point » Increased processing speed
• Lost or slow-to-process faxes, USPS mail, courier mail or email are eliminated
Paper elimination: Work moves to a 100% digital process» Increased margins with reduced costs and increased cycle times by uploading
documents electronically» Customer responsiveness is improved
Anytime, anywhere access to documents and workflows critical to business success
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SourceHOV Proprietary, Confidential and Copyright 2013
Finance & Accounting Solutions
Increased cost savings» Typically 40% reduction in AP processing costs
Improved visibility to help manage cash:» Accruals, pending invoices and expense reports
» Early pay discounts
Assistance with migration from paper to electronic» AP vendor portal invoice submission
» AR statement to EBPP
Improved better compliance» Auditable transactions and communications
» Everything we process will be available online
Integration with current business process as a “complementary solution”
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SourceHOV Proprietary, Confidential and Copyright 2013
Tax Advisory Services: Benefits
Reduces tax liability
Increases cash flow
Easy-to-implement - solutions are turn-key, performed by experienced technical staff
Auditability - studies are fully supportable upon audit
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SourceHOV Proprietary, Confidential and Copyright 2013
Tax Advisory Services: Our Difference
Our People» Technical team has Big 4 experience identifying, documenting and defending studies of all sizes across
industries
» R&D technical leader sits on a national roundtable that meets with the IRS and has structured our deliverables to withstand IRS audit scrutiny
Our Products» We offer internally-developed software solutions for both LIFO and Cost Segregation to prepare our final
product
• LIFO software solution also available
» Our R&D methodology
» Unique collection of solutions is unmatched in the industry
Our process – this section seems clunky – solutions are being mixed together – difficult to follow
» We confirm usability at the outset – what does this mean for the client?
» Our cost seg software allows us to build up costs tenant by tenant, which gives the client the ability to write off improvements by tenant
» We can model all available LIFO scenarios due to our internal use software
» Our customer service response time is 24 hours or less. We have dedicated account managers who manage ongoing project process and communication
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SourceHOV Proprietary, Confidential and Copyright 2013
HRO? Meridian?
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Government Solutions
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SourceHOV Proprietary, Confidential and Copyright 2013
Our Solutions for Local, State and Federal Agencies
Tax and Revenue Solutions
Vital Records Management
Fraud, Waste and Abuse Identification and Recovery
Lockbox and Payment Solutions
Document Lifecycle Management
SourceHOV Government
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SourceHOV Proprietary, Confidential and Copyright 2013
Data Capture
Scanning /Imaging/Archiving
Fraud Discovery, Analysis and Recovery
Print and Mail , e-Presentment
Lockbox Services
Exception and Error Resolution Processing
First level Correspondence
Our Core Capabilities
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SourceHOV Proprietary, Confidential and Copyright 2013
Individual Income
Corporate
Sales & Use
Withholding
Motor Vehicle
1099
SourceHOV -Tax & Revenue Experience
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SourceHOV Proprietary, Confidential and Copyright 2013
High volume capacity: Over 14 million forms processed annually
Income, Sales, Corporation, Business, and Excise taxes
Six Sigma process methodologies - focus on quality improvement
Fully redundant operations: disaster recovery, business continuity
Industry compliant: SSAE 16 Type II, SOX compliant
Our Tax & Revenue Experience
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SourceHOV Proprietary, Confidential and Copyright 2013
Electronic Conversion and Management of Critical Records
Document imaging and microfilm conversion services
Data capture and indexing
Web-enabled, hosted solution for electronic file storage and retrieval (documentDNA)
Extends the life of vital information
Improves disaster recovery planning
Nearly 50 operating centers across North America
Vital Records Management
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SourceHOV Proprietary, Confidential and Copyright 2013
FRAUDExchange
A complete solution for managing fraud investigations for discovery to recovery
Specifically designed for:
»Medicaid Program Integrity
» Medicaid Fraud Control Units, (MFCUs)
» Commercial Special Investigations Units
Web-based Solutions
Role-based functionality and security
Electronic Desktop- all data, documents, interviews, notes stored in one place
Recovery tracking-for all receivables
Analytics integration- pre and post pay analytics; can integrate with other systems
SourceHOV – Fraud, Waste and Abuse Solutions
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SourceHOV Proprietary, Confidential and Copyright 2013
Lockbox and Payment Solutions
The collection of all non-tax payments for state and federal agencies through wholesale, retail and specialized lockboxes
Mail processing, image capture Document management technology and operations Platform for business rules processingLockbox and transmission filesRejects, creation of returned letters returned item mailing
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SourceHOV Proprietary, Confidential and Copyright 2013
Document Lifecycle Management
This might be duplicative of Vital Records Management..
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Legal Solutions
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SourceHOV Proprietary, Confidential and Copyright 2013
Legal – Rust Consulting, a SourceHOV company
Market leader in Class Action administration and processing
Comprehensive solutions provider» Identification, notification and outreach to potential claimants» Administration and adjudication of claims» Distribution of settlement funds» Advisory services on best practices
High-volume transaction management» Between 400-500 cases annually» High profile cases
• National Mortgage Settlement, GMAC, OCC• Fortune 100 companies and top tier brands• 98% of the American Law 100 firms and federal agencies
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Analytics Solutions
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SourceHOV Proprietary, Confidential and Copyright 2013
Data Stores are Growing 50% YOY
» Organizations today are generating more data in a single day than the entire Internet generated as recently as 2000
» In the past, gigabytes were used to describe data stores; now terabytes and petabytes are commonly used – difficult to manage and interpret
» Legacy data is structured in databases that consist of columns and rows that are identifiable and easily searchable
» Big data consists of unstructured data such as email, voice, media feeds, social media sentiment, video and graphics
• 80% of data today is unstructured – highly valuable, but difficult to search and easily find relevance for analysis
Organizations are looking to use both structured and unstructured data to analyze and optimize business processes
» Need to make real-time decisions ensuring competitive advantage
• Examples include healthcare analysis, financial trading, fraud identification/prevention, telecommunications tracking, biomedical applications and e-commerce retailing
Alpha Analytics
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SourceHOV Proprietary, Confidential and Copyright 2013
Get content from slide about difficulty in creating an in-house analytics practice
Alpha Analytics
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SourceHOV Proprietary, Confidential and Copyright 2013
Services for extracting, cleaning and preparing data for analysis
Hosted or on-premise software tools and infrastructure
Outsourced analytics services and solutions developed using team of experts
» More than 25 Ph.D. economists, statisticians, IT professionals and business professionals
» Expertise in healthcare, financial services, legal, government, publishing and other industry verticals
Enables strong competitive differentiation and ability for clients to bundle data analytics services with other solutions – providing a one-stop shop for clients
Alpha Analytics
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SourceHOV Proprietary, Confidential and Copyright 2013
Legacy in Litigation Consulting, Economic/Statistical Analysis and Expert Testimony Services over the course of the litigation lifecycle (typically on defense)
» Areas of expertise include labor and employment, anti-trust and intellectual property as well as economic impact studies
Clients include more than 200 of the Fortune 500 companies and more than 70 of the AM Law 100 firms
Alpha Analytics
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Technology Platforms
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SourceHOV Proprietary, Confidential and Copyright 2013
Proprietary Technology Platform for Legal Claims Processing
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Claims Processing Platform
Key Features
Expand services to scale to large and small projects
Enable exception-based
claim review
Refines internal model
Technology Platform
Business Rations
Future Implication
Notification
Mall Management
Data Capture
Exception-BasedClaim Adjudication
Calculation andFunds management
Case Management
Case Statistics
Data Receipting
Data Cleansing
Exception-BasedClaim Adjudication
Calculation andFunds management
Improved Data Management
Improved Workflow Efficiency
Increased Automation of Claims Adjudication Process
Scalable claims processing solutions
Enhanced customer experiences
Entire suite of Claims processing technology and services
SourceHOV Proprietary, Confidential and Copyright 2013
Benefits
Enables automation for faster turnaround times, lower costs and improved accuracy
Easy configuration and faster roll out of services (reduced ramp time) with modular components
Integration with client workflow processes
Continuous enhancements to platforms
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SourceHOV Proprietary, Confidential and Copyright 2013
Internally Developed and Scalable Technology Platform
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Healthcare Finance
HealthcarePayer
HealthcareProvider
Finance and Accounting
Loan Processing
eContent Management
Analytics Records Management
& Storage
PCH™PCG™
PCX™PCF™
Turboscan™ACE™
Firefly™ Aquila™ Komodo™FCB™
EON™ MCP™
DocDNA™
Sub-Services
Platform Modules
Solutions
» OCR, Scanning Data Entry
» Archival /Retrieval
» Workflow
» Business Rules Engine
» Approval, Adjudication, Fraud Waste & Abuse Analysis
Ethos™
Public
SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Case Studies
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SourceHOV Proprietary, Confidential and Copyright 2013
Relevant Experience
UnitedHealthcare (UHC) » Location: 15 locations including Offshore Services in India, China, Mexico & Philippines» Volume: Over 3 million pages per month in claims, enrollments, and correspondence» SLA: 30 minutes for expedited appeals
WellPoint/Anthem Blue Cross» Location: Carson, CA; Denver, CO; Atlanta, GA; Offshore Services in Philippines & India » Volume: Over 2 million medical claims per month» SLA: < 4 hours
Top 10 P&C Insurance Company: Document Management for Claims» Location: Carson, CA; Offshore Services in Philippines » Volume : 200,000 medical bills; 1million non-medical images per month» SLA: < 2 hours
Top 5 Bank: Disaster Recovery/Overflow Support of Internal Document Management» Location: Irving, TX; Carson, CA; Offshore Services in Philippines &India» Volume: 15 million pages scanned, indexed, and doc typed per month» SLA: 24 hours
Top 5 Bank: On-Site (FM) and Off-Site Document Management Services» Location: Irving, TX; Carson, CA; Offshore Services in Philippines & India» Volume: Over 25 million images ingested, indexed, and doc typed per month» SLA: Under 11 minutes
Client Delivery
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Account Governance
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SourceHOV Proprietary, Confidential and Copyright 2013
Effective Communication is a Critical Success Factor
Dedicated Program Manager & Customer Relationship Manager
Daily Internal Meetings with all Sites (Operational)
Weekly Operational Calls with Client Team
Automated Email Distribution of Production Reports
Real-Time, Web-Based Reports – Daily, Weekly & Monthly
Monthly Review of Performance Versus SLA (Dashboard Structure)
Structured Escalation Processes; Internal and with Client Team
Detailed Change Management Process
Quarterly Business Reviews
Executive Annual Reviews and Strategic Partnership Initiatives
Account Governance ModelKey Operational
Management Resources
Executive-Level Project Steering Committee
Dedicated Program Manager
Strategic Account Manager
Solution Engineer
Vice President, IT Services
Senior Business Continuity / DR Specialist
Manager, Information Security / Risk / Compliance
Operations Manager
Human Resources Manager
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SourceHOV Proprietary, Confidential and Copyright 2013
SourceHOV Quality Organization & Alignment
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Quality Intelligence
Q-CardDevelopment
Continual Improvement Programs
• Real time interactive QM Portal
• Spec, Process, Audit, CAPA, Report Modules
• SLA Gaps / Enhancements
• Small Group Activities• Six Sigma
• Outgoing Quality (CAL)• Stage-wise Quality• Focus Audits• Sampling Plans
Compliance Monitoring Calibration
• Client Vs In-house• Auditors Vs Processors• Center Vs Site
• SOW Mapping (QFD)• Customer / CRM
Interactions• Customer Quality Report
CustomerQuality
Process Management
• CTQ Controls• FMEA, Causal Analysis• Feedback loop, Reactions/CA• Change validation & Sign-off• MOC – Setup Validation
StrategicQuality
Performance Metrics
Quality Ops
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• Adaptive Database• Logic based on BR &
historic patterns
SourceHOV Proprietary, Confidential and Copyright 2013
Six Sigma Program
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Components of Six Sigma Program
Goal Setting & Deployment
Structured Project Execution
Organizational Alignment
» Active Vision Points
» Annual Objective Setting
» BRWs & Trimester Reviews
» Business Process Management
» Projects Linked to AVPs
» Project Approach Guide
» DMAIC, DMADV Cycle
» SourceHOV Migration Model (DFSS)
» SAT (Minitab)
» SSDT Reviews
» The Six Sigma Organization
» Change Management-A2I
» Competence Recognition; Champions, GB, SAT, etc.
» Ongoing Awareness
» Employee Engagement Tracking
SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Q&A/Next Steps
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SourceHOV Proprietary, Confidential and Copyright 2013SourceHOV Proprietary, Confidential and Copyright 2013
Contact information: NameO: XXX.XXX.XXXX C: XXX.XXX.XXXXEmail address
Thank You
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