$1.3M Quick Win Savings Identified in Healthcare Operations Center Assessment

Background

A leading provider of bedside diagnostics, laboratory services, and hospice care to almost 14,000 post-acute care facilities was experiencing poor service levels and high operating costs across its operating footprint. Businesses were managed differently across regions due to different processes and technology resulting in inefficiencies, customer dissatisfaction, and lack of scalability for future growth.

Solution

An assessment was conducted across 3 regions. The team developed value-stream maps, conducted interviews with key stakeholders, performed in-depth call center data analysis, and determined key insights and recommendations. Those included workflow optimization, forecasting models around staffing and scheduling, additional KPIs, and personnel training and career paths.

Results

The quick win savings was estimated at $1.3M from overtime reduction, productivity increases, and efficiency improvements. Additional longer-term improvements were identified by transferring non-order related calls to a third party and through economies of scale achieved by combining call centers.

Want to see results like this at your company? Contact our team to learn more.

Newsletter

Innovative insights delivered to your inbox once a month



We hate spam and will never share your information. You can unsubscribe at any time.

Newsletter Sample

Operations

Operations Consulting

We have consulting experience with engagements as diverse as mergers and acquisitions, operations strategy, supply chain acceleration, shop-floor process improvements, and call center efficiency improvement.

Assessments

Assessments

Assessments are customized to meet your goals, leveraging our frameworks and knowledge of best practices from years of industry experience. Recent work has been in financial services, insurance, healthcare, manufacturing, and supply chain.

Lean Six Sigma World Conference

LSS World Conference

March 24-25, 2021 | Orlando, FL
Kristine Nissen Bradley
"Easing Into Big Data: From Logistic Regression to CART"
Kimberly Watson-Hemphill
"Data Visualization – The Power of Storytelling"