FLORHAM PARK, N.J.– A rapid transformation is taking place in the healthcare market, with Conduent Incorporated (NYSE: CNDT) positioned to help as a leading provider of business process services and contact center outsourcing. Both recognitions come from Everest Group’s research reports, “Healthcare Payer BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2016” and “Contact Center Outsourcing (CCO) Market for Healthcare Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2017.”
Everest Group uses its PEAK Matrix to provide an objective, data-driven comparative assessment of service providers based on their overall delivery capabilities and market success in outsourcing revenue, clients, and year-to-year growth. As a repeat of past Everest Group outsourcing reports, Conduent has landed in the 75th percentile for both measurements in the healthcare payer business process outsourcing (BPO) and healthcare contact center outsourcing spaces, designating them as industry leaders.
“Conduent brings a number of key strengths to the healthcare market, and the most recent Everest Group reports are a testament to our dedication to streamlining backend processes for payers of all sizes,” said Jeff Hechemy, general manager, Healthcare Payer, Conduent. “Today, payers must shift their focus to consumer engagement and without a trusted partner, they’ll spend more time dealing with reporting, coordination of benefits, and other administrative procedures rather than empowering their members.”
“The dynamic state of healthcare regulation coupled with an influx of patient consumerism has created a greater need for outsourcing solutions that help payers improve the customer experience and successfully navigate constantly changing policies,” said Manu Aggarwal, healthcare practice director, Everest Group. “Conduent’s healthcare offerings create a singular source for payers to improve administrative work without sacrificing patient support systems, making them leaders in both healthcare BPO and CCO.”
Ranging from custom engagement and itinerary development, to credit balance account reviews, Conduent’s healthcare business process services help payers streamline claims operations, reduce operational costs, and launch new plans in the market more frequently. Used by 20 of the top 20 U.S. health plans, Conduent’s payer solutions reach all member touchpoints to transform member engagement.
Conduent also has a track record of developing contact center outsourcing solutions spanning two decades, handling more than 2.5 million customer care interactions per day. As consumerism increases within the healthcare industry, a need for year-round support has risen, creating a nearly $7.5 billion healthcare CCO industry, according to Everest Group. Conduent’s solutions provide a deep understanding of the market, solid customer care engagement models, and the ability to improve Medicare Star Ratings, which rank the performance of health plans based on the medical and health services provided.
Conduent is a leading provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.