Recognizing the current opportunities created by the Act and overcoming challenges, such as customer experience, process redesign and the ability to serve an influx of policy holders, have become paramount to success.
Atlanta, GA (PRWEB) February 12, 2013
Alexander Proudfoot, a global management consulting company based in Atlanta, announced the expansion of their Affordable Care Act Readiness Assessments due to increased demand from companies preparing to adapt to the Patient Protection and Affordable Care Act of 2010. The assessments assist healthcare organizations in gauging how well prepared they are to implement the required changes and also identify opportunities where they can become more competitive in the new environment.
Provisions of the Act have dramatically changed the landscape for participants in the healthcare marketplace. Organizations slow to adapt to these provisions will fall behind in the race to stay competitive. Alan Steelman, Vice Chairman of Alexander Proudfoot and former member of US Congress said, “Recognizing the current opportunities created by the Act and overcoming challenges, such as customer experience, process redesign and the ability to serve an influx of policy holders, have become paramount to success.”
A major challenge for many of these organizations is to improve customer satisfaction across all constituencies. Redesigning the service model can eliminate operational shortcomings, such as gaps in the end-to-end customer service workflow, and the inability to impact cycle time and quality of service.
Most healthcare organizations can expect an influx of consumers by the year 2014 (approximately 30 to 40 million new healthcare consumers are expected as a result of the Act’s individual mandate and coverage subsidies). Lawrence Keeley, Alexander Proudfoot’s Executive Vice President, Healthcare commented, “A potential response might be to hire more staff and buy an expensive ERP system. However, developing a systematic way to accurately determine resource requirements will help eliminate the tendency to make impulsive personnel decisions that could cause financial strain. Having the foresight to develop capacity models that determine the number of front-line staff and management needed to maintain optimal performance will become critical to the long-term viability of an organization.”