Case Study: Fortune 100 Healthcare Claims Processor achieves 24-Hour Turnaround and 99.9% Accuracy with Aptara

Meeting the Metrics Increasing Claims Processing Speed and Compliance

Aptara, a global leader in document management and BPO with more than 40 years of experience, was engaged by a BPO serving a Fortune 100 healthcare claims processor that was missing 24‑hour end‑to‑end query resolution goals. Manual processes were driving up per‑transaction costs and claims recycling was slowing service. The client needed healthcare‑specific indexing, data capture, query resolution and compliance expertise to handle up to 50,000 claims and 20,000 queries per day at ~99.6% accuracy, with a two‑month transition and SLA ramp‑up.

Aptara implemented streamlined processes, recruited and trained a dedicated team using a web‑based curriculum, built the necessary IT infrastructure, and used real‑time monitoring to manage volumes. The solution delivered 24‑hour turnaround from day one, met quality targets by week two and ultimately achieved 99.9% accuracy, improved query resolution TATs, reduced keystrokes per claim from 185 to 85, and lowered per‑transaction costs.