2009 Top Healthcare Payer Bpo Vendors, Black Book Survey 2009 Results - Market Research Reports On A

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 010 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 industrys highest at 88.1% annually.

Large US hospital systems and payer clients are among the most satisfied with onshore services delivery. Less than 6.2% of all surveyed clients polled described strong dissatisfaction with their chosen offshore outsourcing vendors for 2009 vertical-specific healthcare initiatives.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end healthcare BPO vendor produce the highest satisfaction rates

Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.

Companies Mentioned

business, process, outsourcing, BPO, healthcare, payer, insurance, financial, transactional, support, decision, supply, chain, customer, relationship, management, CRM, technical, product, HMO, PPO, hospital, corporate, health, medical, physician, TPA, care, managed, government

Synopsis

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

Table of Contents :

INTRODUCTION 5

SUMMARY 6

Survey overview 6

Key findings 6

Healthcare payers BPO top honors overall 2009 6

Healthcare payers BPO top vendor by function 2009 6

BLACK BOOK METHODOLOGY 8

How the data sets are collected 8

Understanding the statistical confidence of Black Book data 8

Who participates in the Black Book ranking process 9

Healthcare payer BPO vendor rankings and results 2009 9

TOP 20 HEALTHCARE PAYERS BPO VENDORS 10

STOP LIGHT SCORING KEY 11

Operational excellence of healthcare payers BPO vendors 11

OVERALL KPI LEADERS 16

Top score per individual criteria 16

Outsourcing vendors with most top individual criteria scores 17

INDIVIDUAL KEY PERFORMANCE 18

APPENDIX 37

Orbys consulting 37

Disclaimer 37

For more information please visit :

http://www.aarkstore.com/reports/2009-Top-Healthcare-Payer-BPO-Vendors-Black-Book-Survey-2009-Results-44663.html

by: Aarkstore Enterprise

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