Case Study: a regional health plan serving Medicare achieves a seamless claims operations transition with Sutherland Global Services

Regional Health Plan Serving Medicare Company - Customer Case Study

A regional health plan serving Medicare members faced an unexpected regulatory requirement to quickly relocate its non-US claims operations to a US-based location. The client needed a partner that could ensure a seamless transition without disrupting high-volume claims processing or affecting quality scores. They turned to Sutherland Global Services for its expertise in operational transformation and global site options.

Sutherland Global Services consulted on site selection and implemented a transition plan in waves over several months for the claims administration services. The plan involved mentoring and training new employees at its Houston facility, providing real-time feedback to maintain performance. Sutherland successfully completed the transition on schedule with no dip in claims production, which stayed at or above pre-transition levels. The partnership has since grown to include over 600 employees across five global sites.