Case Study: a state Health and Human Service agency improves eligibility timeliness with North Highland

State Health and Human Service Agency improves eligibility timeliness by 73% with North Highland

A state Health and Human Service agency faced a significant workforce shortage, causing eligibility processing times to exceed federal standards and risk hundreds of millions in federal funding. The agency needed to rapidly scale remote operations and sunset legacy systems. North Highland was engaged to deploy a strategic workforce solution.

North Highland implemented a scalable, remote workforce model, scaling to over 500 workers and managing twelve work types. They introduced a predictive forecasting model and maintained 95% accuracy. This solution improved the state's CMS timeliness ranking by 13 spots, reduced processing times by 73% in the first year, and processed over 870,000 cases. The success preserved federal funding and allowed the state to convert over 100,000 legacy records.