Operations and Process Improvement

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Today's rapidly changing managed care environment requires organizations to be both efficient and cost effective, while still providing quality services. Organizations large and small need to continually re-examine their operations to assure they are operating as efficiently and cost effectively as possible.

MCR supports clients in the development and implementation of virtually every aspect of organizational design, development and implementation, including funds flow, risk sharing arrangements, work flow processing, standard operating procedure development, and facility management. Clients have benefited from our assessment of existing services, planning of efficient managed care operations offices, and assisting in transitions into new space.

MCR has a broad range of services associated with our Operations and Process Improvement capabilities. These services are available to assist you evaluate and resolve your operational issues:

• Productivity and Quality Improvement
• Human Resource Management
• Staffing Assessments
• Work Flow Design
• Information Process Flow
• Patient Flow
• Comparative Benchmarking
• HEDIS Reporting Requirements
• Call Center Development and Management
  • Business Planning
  • Systems assessments
  • Telemarketing
  • Script Development
  • Effectiveness Evaluations
  • Marketing, Disease Management, and Customer Service Integration
  • Integrated Voice Response (IVR) and health risk appraisal (HRA) integration

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