CONTRACT & VENDOR MANAGEMENT FOR HEALTHCARE INSURANCE PROVIDER

  • Leader of comprehensive medical insurance and mini-med plans with 95% of total individual market in North Carolina
  • 4,700+ employees
  • 3.89M customers

BUSINESS
NEED

  • Ability to measure vendor progress or action against their managed services contract for the Testing & Quality office, including 150 Vendor Testing Associates and 25 Client Associates
  • Simplify contract (now $175M over 5 years) and reduce annual spend over time with single vendor
  • Higher percentage of testing functions to be automated

CHALLENGE

  • Over 6 different vendors utilized throughout entire organization
  • Out-of-control vendor spend with no direct value
  • Compliance gaps in current Service Level Agreements (SLA’s)
  • Vendor was seen as providing little thought leadership to customer and a high cost staff augmentation provider

SOLUTION
& RESULTS

  • Negotiated and drafted new Master Service Agreement; total value to client ~$33.4M
    • Paradigm acted as liaison between client and vendor to renegotiate set results for future contracT
    • New set of SLA’s and KPI’s to support continuous improvement
    • Decreased Effective Rate from $39 to $36/hour for Managed Capacity
    • Price reductions of $1/hour annum for Managed Capacity projects
    • Reduced demand planning from 6 to 3 months
  • $16M+ in negotiated savings over 5-year agreement
  • Transitioned client from Staff Augmentation to Thought Leadership model
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