Scaling Up for Success: How Indium Enabled a Leading East Coast TPA to Accelerate Client Onboarding
Facing Rapid Expansion: The Client's Challenge
A subsidiary of a leading Blues plan, this client is a market leader in providing Third Party Administrative (TPA) services across the east coast of North America. Their comprehensive offerings in the healthcare space include benefit administration, claims processing, provider network management, and more. With a recent acquisition by a major Blues network, the client was poised for rapid growth, but they needed a robust partner to support the onboarding of a large influx of new clients.
To keep pace with their rapid expansion, the client faced several critical challenges:
01
Scalable client support
With the expansion, the client needed to support self-funded plans for a growing number of new clients.
02
Rapid onboarding
They required the ability to onboard 25+ new clients annually, a significant increase from the usual volume.
03
Efficient systems integration
The client sought a partner to streamline the onboarding process, reduce timelines, and manage the implementation of new ASO plans.
Indium's Tailored Approach: Crafting the Solution
Indium stepped in as a key partner, providing a comprehensive solution to meet the client’s growth needs:
Team expansion
Ramped up a 40-member team within 12-16 weeks, implementing an aggressive training and assessment plan.
Blueprint development
Built a detailed blueprint for new client onboarding, facilitating seamless system remediation.
Standard operating procedures (SOPs)
Created SOPs for member engagement portal configuration, data load processes, and benefit configuration.
System remediation
Updated client systems to ensure smooth integration for new user-facing portals and mobile apps.
Reusable data load processes
Developed reusable data load processes for membership, eligibility, and provider data.
ML & automation
Designed machine learning and automated solutions to simplify complex SPD tasks and streamline processing.
Comprehensive testing
Devised a complete test strategy and validation criteria to ensure accuracy and efficiency in benefits configuration.
Driving Impact: The Results of Our Partnership
The collaboration between Indium and our client yielded transformative results:
01
2x Faster Onboarding
Achieved double the speed in onboarding new clients.
02
$5M/Month Revenue Growth
Accelerated revenue by approximately $5 million per large client through faster onboarding processes.
03
30% Task Reduction
Reduced redundant tasks by 30% through automation.
04
25% Fewer Client Calls
Decreased client calls by 25% with an efficient Eligibility BOT solution.