7+ markets centralized. Full change management delivered across Referral Authorization and Telephonic Case Management.
A national managed care organization needed to standardize and centralize Medical Management operations across 7 market locations simultaneously. The fragmentation was creating inconsistency in care management, staffing inefficiency and a knowledge problem that made every new market harder to operate than the previous one. The organization needed a centralization model that worked at scale across all markets, not a design for one.
Spinnaker assessed the current state across all markets: staffing models, process maps and capability gaps for both Referral Authorization and Telephonic Case Management. A centralized future state was designed including organizational structure, role definitions, process standardization and technology requirements. Capacity modeling was completed across every market. Full change management was delivered: methods and procedures, job aids, training curriculum and a market-by-market deployment plan. Two workstreams were centralized concurrently.
Thirty minutes with a senior partner. We will tell you whether we have seen it before and what we would do in the first ninety days.
