Case Study: Kaiser Permanente achieves 40% over-target collections and $1M+ in incremental benefit with TTEC

Largest Managing Healthcare Organization - Customer Case Study

TTEC worked with Kaiser Permanente, the largest managed healthcare organization in the United States, to improve the back-end revenue cycle for five major service lines. The customer wanted to simplify complex patient financial services processes, reduce waste, and create a more efficient, customer-centric operating model.

TTEC led a collaborative improvement initiative that included workshops, a four-day assessment, agile process redesign projects, pilot testing, and new reporting tools. TTEC helped reorganize workflows, redesign work areas, improve training, and add better performance measurements, resulting in process step and lead-time reductions of 35% to 60%, reimbursement times shrinking from weeks to days, fiscal year collections exceeding goal by 40%, and more than $1 million in incremental benefit.