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Service delivery transformation for healthcare operating models
Our dedicated team supports health organizations in adopting flexible global service delivery models that expand capacity, reduce cost and improve operational resilience. We tailor the right mix of sourcing approaches based on strategic priorities, regulatory considerations and desired levels of control.
US healthcare organizations continue to face intensifying margin pressure, prolonged workforce shortages and rising administrative complexity. To stay competitive, payers and providers are accelerating service delivery transformation by combining global talent, redesigned processes and artificial intelligence (AI) to improve quality, scale and financial performance.
Service delivery transformation for healthcare offerings include:
Why a modern healthcare operating model matters now
Our focus is on designing and operationalizing new service delivery models by determining what work can be standardized or industrialized, where it should be performed and how day-to-day execution is governed to deliver consistent performance.
Service delivery transformation is grounded in a simple framework:
- The right work: repeatable, scalable activities that can be standardized or automated
- Done in the right place: delivery locations selected based on cost, talent availability, regulatory requirements and risk
- In the right way: clearly governed operating models with defined controls, performance management and accountability
This approach enables organizations to scale capacity, manage cost and maintain service quality in a highly constrained environment.
Examples of where healthcare organizations see the most impact
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Human resources (HR) |
HR is one of the highest-value functions for healthcare outsourcing and offshoring. Mature global delivery models now provide scalable, compliant HR services, including workforce administration, payroll support and employee services. This approach enables healthcare leaders to retain strategic control at the parent organization while reducing staffing costs and improving service consistency. |
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Finance and accounting |
Finance and accounting functions have long leveraged global delivery to drive efficiency and scale. Healthcare organizations increasingly use hybrid models that use shared services, offshore delivery and automation to improve close, reporting and transactional performance while maintaining regulatory rigor. |
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Clinical operations |
Clinical operations present significant opportunities for service delivery transformation. High-volume, rules-based activities, such as credentialing, utilization management, patient scheduling, virtual sitting and contact center services, can be standardized and supported globally. This effort allows clinical teams to focus more closely on patient care and outcomes. |
From revenue cycle to supply chain and information technology, other business units may also see improvements from using global service delivery models.
Service delivery model approaches for healthcare operations transformation:
Most large healthcare organizations blend models (for example, combining domestic shared services with offshore business process outsourcing or captives) to balance speed, cost and control.
We help organizations intentionally design this blend based on service criticality, regulatory requirements, cost targets and tolerance for operational risk.
Proactive approach to risk considerations for the healthcare operating model
With these delivery model approaches, our professionals help clients address risks and implement mitigation plans across eight distinct areas:
- Regulatory
- Business strategy
- Reputation and people
- Service transition
- Business continuity
- Financial
- Data and intellectual property rights
- Service quality
EY service delivery options for the healthcare operating model:
- End-to-end consulting for strategy through implementation
- Managed services with shared operational accountability
- Capability augmentation for short-term to midterm needs
- Turnkey solutions to launch operationalized global centers
End-to end support across the global business services (GBS) lifecycle
Our professionals help organizations challenge old assumptions about what tasks must be performed locally. By combining labor arbitrage, automation, AI and process simplification, we enable sustainable improvements in areas such as finance, HR, claims, revenue cycle, utilization management, member support and clinical administration, among others.