Scale services, staff to grow with client 250% associate increase
How we do it
HGS and the client have an open and transparent relationship that ensures collaboration between multiple levels of leadership at both organizations. This has helped to advance a unique business model that transcends a typical BPO scenario.
The teams work as one to strategize solutions that prioritize the client’s objectives and growth with multiple, core corporate divisions: group insurance, individual life insurance, retirement, annuities, but also its internal captive operation that supports the enterprise business. The resulting hybrid business model bridges both HGS’s onshore staff support, as well as, the client’s offshore captive support.
Today, HGS provides technical help desk, customer care inbound call support, claims intake and back-office claims completion management, and robotics process automation (RPA) solutions for the various functional areas, including group insurance, individual life insurance, corporate office, and global technology. Back-office functions extend to activities within the claims administration system, making necessary beneficiary changes, matching documents, and creating claims from other non-voice incoming channels, such as emails. Initially, HGS provided short-term disability claims management support and now the client has extended services to long-term disability claims (LTD). It’s a well-executed, efficient, around-the-clock (24X7) operation.
Recently the team has doubled back-office processing of LTD claims. HGS-trained associates help ensure claims are fully completed through various methods of input, such as ensuring documents supporting claims are tagged to the right account, reviewing incoming emails to be matched to the appropriate claim, and creating copies of the disability claim files into electronic files to assist in medical evaluations, appeals, litigated claims, and claims for request. One solid proof point of the client’s growing trust and HGS’s ability to deliver outstanding performance results? Staff counts have surged 250% to scale, with solutions aligned to growing client demands.
HGS and the client have an open and transparent relationship that ensures collaboration between multiple levels of leadership at both organizations.