The best way to implement BPaaS
There is no best way to implement a BPaaS solution. Every situation is different. Health plans must choose the journey that works best for them. Some organizations want to start with a Contact Center as a Service or claims BPaaS or Utilization Management as a Service before implementing additional services. In those cases, health plans often use a pilot program to start and expand in the future. Many have found that adding more as-a-service modules generates better operational and business results because of the holistic view the technology affords. Typically, experienced BPaaS service providers will work very closely with health plan or payer organizations to guide them through the process and set it up for success.

To implement a BPaaS solution, the health plan’s leadership must be invested in this initiative to ensure the program’s success. Typically, a health plan will dedicate a project sponsor and program lead to assist. This is important because the as-a-service organization must build familiarity with the health plan’s existing technology and understand, at a granular level, all of the business needs and challenges.
The health plan also must be highly active in rolling out a change management program for the project because BPaaS touches on areas across multiple functions in the organization, and key staff must be made aware of and comfortable with the upcoming changes. Finally, engendering a trusting relationship between the partners is critical to long-term success.

Because implementations are not one size fits all, the time necessary to roll out an as-as-service solution varies. It depends on the complexity of the process, the type of health plan, member demographics, change management execution, and other considerations. In general, however, an implementation takes six to 24 months, based on the magnitude of the implementation.

Health plans discuss as-a-service solutions
At a Sagility BPaaS webinar, we asked attendees what they thought about different as-a-service solutions to understand the current state of acceptance in the healthcare market and the challenges they see as most pressing.

These are their answers:

What is a key driver for you to consider a Claims BPaaS solution?
• 0%: Access to better technology
• 33%: Reduction in per-claim cost
• 8%: Increase member/provider NPS
• 59%: All of the above

What are the most important components of an omnichannel contact center as-a-service program?
• 7%: Scalability

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