CASE STUDY

Managed Healthcare Plan Leverages Lean Six Sigma To Help Manage Rapid Growth

Background

A $8B managed healthcare firm had experienced rapid growth over a 10 year period, doubling in size and membership in the previous 2 years. Processes had evolved over time, but the organization was struggling to keep up with new membership, provider and regulatory requirements. The CEO wanted to move from “constantly fighting fires” to “proactive process management and design” using a more process, customer and data driven methodology.

Solution

We performed a top-down assessment of the organization, to identify and quantify improvement opportunities. Many of these turned into projects for Black Belts and Green Belt that we trained and coached through implementation. Others were larger projects we managed, focusing on streamlining the claims error process, on-boarding new providers, as well as creating robust workforce planning models for every department.

Results

Training has included multiple waves of Green Belts, with a Black Belt wave as well. Executives were trained as Yellow Belts, and 30 VPs and Directors have been trained in BPM methods. The Firefly team also led consulting projects that created significant ROI, and built rapid momentum for the continuous improvement efforts. The program has had greater than 10X ROI since inception.

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