Leading Medicaid MCO successfully navigates market changes through lean operations
A leading multi-state Medicaid Managed Care Organization (MCO) with over 2 million members sought to reduce operational expenses while enhancing customer satisfaction. Facing cost challenges in healthcare, the client partnered with Infosys to secure application maintenance services for over 300 applications, including FACETS. Infosys implemented the FACETS Upgrade tool, created new Standard Operating Procedures (SOPs), and upgraded tools for easy enrollments and reduced external dependencies. The benefits included a 25% reduction in operational expenses, a 35% increase in workflow efficiency, and a 25% increase in Net Promoter Score (NPS), showcasing Infosys' outcome-oriented approach in supporting the client's goals.
