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2009 Top Healthcare Payer BPO Vendors, Black Book Survey 2009 Results Product Image

2009 Top Healthcare Payer BPO Vendors, Black Book Survey 2009 Results

  • Published: February 2010
  • 37 pages
  • Black Book Rankings

FEATURED COMPANIES

  • Accenture
  • Apollo Health Street
  • EXL Service
  • Genpact
  • Mphasis
  • Tata Consultancy Services
  • MORE

In 2009, the Black Book healthcare BPO industry user survey investigated over 130 contracts held by 352 of the top nonprofit, charitable organizations and related agency spending clients globally in the outsourcing market place. 48 healthcare BPOs offering specific hospital, physician practice and payer (HMO, PPO, insurance and government agency) services qualified for side-by-side competitive analysis in this report. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.

Key findings:

- Key finding: most important customer satisfaction KPIs
Deployment, systems security and backup, vendor reliability and viability are the most important attributes influencing healthcare BPO clients' satisfaction with their 2009 outsourcing providers following healthcare industry expertise.

- Key finding: vendor dissatisfaction is uncommon in the healthcare BPO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in this niche BPO sector, occurring in only 4.0% of clients globally. Retention rate is among the healthcare industry’s READ MORE >

INTRODUCTION

SUMMARY
Survey overview
Key findings
Healthcare payers BPO - top honors overall 2009
Healthcare payers BPO - top vendor by function 2009

BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Healthcare payer BPO vendor rankings and results 2009

TOP 20 HEALTHCARE PAYERS BPO VENDORS

STOP LIGHT SCORING KEY
Operational excellence of healthcare payers BPO vendors

OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores

INDIVIDUAL KEY PERFORMANCE

APPENDIX
Orbys consulting
Disclaimer



- Mphasis
- Firstsource
- Wipro Infocrossing
- Cognizant
- Trizetto
- CSC
- Apollo Health Street
- ACS (a Xerox company)
- Accenture
- Gebbs
- EXL Service
- Syntel
- Tata Consultancy Services
- Genpact
- Perot Systems
- IBM Global
- Infosys BPO
- TMG Health
- WNS Global
- Antares

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