In the high-stakes environment of global healthcare, Bupa Global sought to drastically reduce patient wait times and optimise their internal claims handling to provide a more responsive service.
Bupa
Delivering a 26% increase in CSAT and a 14% reduction in costs through strategic process re-engineering
Service Delivered
Expert: SME
SME
Healthcare
Result
Delivering a 26% increase in CSAT
The challenge
The client’s need
The provider required a comprehensive programme of improvement to address:
Inefficient Workflows: A need to map level 1 and 2 processes to identify and resolve critical pain points.
Slow Exception Handling: A requirement for improved training and modernised tools to speed up manual reviews.
Cultural Shift: The need for a robust change management framework to help hundreds of colleagues transition to new ways of working.
Our strategic approach
Avocado55 delivered six distinct improvement projects over 18 months, focusing on both technological automation and human-centric training.
AI-Supported Validation: Implementing AI to assist in claim document validation, significantly minimising rework.
Workflow Optimisation: Enhancing current tools and exception handling training to accelerate the journey from claim to resolution.
Customer Journey Insights: Introducing sentiment analysis across the entire customer lifecycle to track real-time improvements and impact.
Communication Revamp: A total overhaul of all customer communications to improve clarity and reduce inbound complaints.
Clinical Training for Non-Medical Staff: Delivering specialised clinical training to non-medical claims specialists to enhance accuracy and understanding.
The impact
Our intervention transformed the claims department from a bottleneck into a high-performance service engine.
30% Reduction in Patient Wait Time – Delivering care and compensation faster than ever before.
26% Increase in CSAT – Significant improvements in customer satisfaction through better communication and speed.
14% Reduction in Costs – Realising substantial savings through leaner, AI-supported operations.
9 Core Processes Optimised – Redesigning the foundational workflows that drive the claims lifecycle.
On the whole it looks great and I really agree with the comments and ratings provided. We also all commented on how well it has been documented considering the short time span to learn the complexities of Bupa Global and our claims processes so thank you.
Lauren Fox, Global Claims & BEI Operations Process Manager, Bupa Global
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Bupa
Delivering a 26% increase in CSAT and a 14% reduction in costs through strategic process re-engineering
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