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Inverness Staff Helps Reduce TRICARE Operating Costs

September 2002

In today’s costly healthcare environment, TRICARE, the world’s largest managed care system, continues to examine its operation to identify efficiencies that enable its beneficiaries to have access to high quality care within a reasonable budget. Inverness Technologies consultants assisted the TRICARE Management Activity (TMA) in assessing its Call Center to identify opportunities for streamlining the $54 million a year operation. Inverness examined the business processes of the two facilities housing the TRICARE Call Center operations and computing and communications infrastructure, and analyzed four alternatives for the Call Center operation. While cost was a primary driver, the consulting team also assessed the risks and quality of service associated with each alternative to ensure that TRICARE beneficiaries continue to receive adequate Call Center support. Based on the Inverness analysis and recommendations, TRICARE consolidated the Call Center into one facility, resulting in a cost savings of 60 percent, with no interruption of service, and an overall improvement in quality of service.

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