Optimizing processing speed for a major healthcare company

Headway, a health-tech company that helps patients find mental healthcare providers, was losing efficiency in a key step of their claims processing workflow. Invisible optimized the workflow with an Intelligent Operations solution combining technology and human expertise.

Cost vs. internal team: -37%

Cost vs. BPO: -57%

Increased claim processing speed: 8x

Problem: Insurance validation was too slow

Headway seamlessly matches patients to mental health providers and were required to validate coverage of new patients' insurance. As Headway scaled, internal teams were spending too much of their time validating insurance, causing poor patient experience and long reimbursement cycles.

Solution: Process optimization through tech and an elite global team

Invisible optimized the workflow delivering 8x efficiency through batching and parallel processing. We triaged customer tickets by state and insurance provider and engaged our skilled global workforce to validate insurance on Headway's behalf.

Result: Process optimization through tech and an elite global team

Invisible achieved an 8x faster claims processing speed than previous vendors. Furthermore, Invisible achieved a 37% cost reduction compared to the internal team and a 57% cost reduction compared to the previous BPO provider.