2009 Top Healthcare Payer BPO Vendors, Black Book Survey 2009 Results
In 2009, the Black Book healthcare BPO industry user survey investigated over 130 contracts held by 352 of the top nonprofit, charitable organizations and related agency spending clients globally in the outsourcing market place. 48 healthcare BPOs offering specific hospital, physician practice and payer (HMO, PPO, insurance and government agency) services qualified for side-by-side competitive analysis in this report.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Deployment, systems security and backup, vendor reliability and viability are the most important attributes influencing healthcare BPO clients' satisfaction with their 2009 outsourcing providers following healthcare industry expertise.
Key finding: vendor dissatisfaction is uncommon in the healthcare BPO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in this niche BPO sector, occurring in only 4.0% of clients globally. Retention rate is among the healthcare industry’s highest at 88.1% annually.
Large US hospital systems and payer clients are among the most satisfied with onshore services delivery. Less than 6.2% of all surveyed clients polled described strong dissatisfaction with their chosen offshore outsourcing vendors for 2009 vertical-specific healthcare initiatives.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end healthcare BPO vendor produce the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Deployment, systems security and backup, vendor reliability and viability are the most important attributes influencing healthcare BPO clients' satisfaction with their 2009 outsourcing providers following healthcare industry expertise.
Key finding: vendor dissatisfaction is uncommon in the healthcare BPO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in this niche BPO sector, occurring in only 4.0% of clients globally. Retention rate is among the healthcare industry’s highest at 88.1% annually.
Large US hospital systems and payer clients are among the most satisfied with onshore services delivery. Less than 6.2% of all surveyed clients polled described strong dissatisfaction with their chosen offshore outsourcing vendors for 2009 vertical-specific healthcare initiatives.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end healthcare BPO vendor produce the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
INTRODUCTION
SUMMARY
Survey overview
Key findings
Healthcare payers BPO – top honors overall 2009
Healthcare payers BPO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Healthcare payer BPO vendor rankings and results 2009
TOP 20 HEALTHCARE PAYERS BPO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of healthcare payers BPO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
SUMMARY
Survey overview
Key findings
Healthcare payers BPO – top honors overall 2009
Healthcare payers BPO – top vendor by function 2009
BLACK BOOK METHODOLOGY
How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
Healthcare payer BPO vendor rankings and results 2009
TOP 20 HEALTHCARE PAYERS BPO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of healthcare payers BPO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Outsourcing vendors with most top individual criteria scores
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
