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Process Improvement

Businesses need a repeatable and sustainable process for implementing change in order to maximize resource efficiency and ROI. Innovar has developed and successfully implemented a change management framework that allows businesses to eliminate operational distractions and quickly turn improvement opportunities into results. Your improved resource efficiency and faster implementation times will maximize ROI for all change initiatives. 

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Process Improvement

Businesses need a repeatable and sustainable process for implementing change in order to maximize resource efficiency and ROI. Innovar has developed and successfully implemented a change management framework that allows businesses to eliminate operational distractions and quickly turn improvement opportunities into results. Your improved resource efficiency and faster implementation times will maximize ROI for all change initiatives. 

A detailed understanding of the business' operational processes is critical to identifying improvement opportunities. Innovar has developed a process framework that allows you to quickly identify gaps between current state operations and future state goals. We understand that in order to develop a continuous process improvement environment, a company must implement a framework that is sustainable and easy to use. Our Process Improvement services include:

  • Process Optimization
    Our Process Analysts will collaborate with your team to quickly identify and implement operational improvement opportunities. Our process centric approach improves scope definition, requirements gathering, gap analysis, future state design, training development, and implementation.
  • Process Management
    Our Process Management Framework allows you to easily categorize the processes within your business. For each change initiative, you can leverage this framework to first obtain a broad understanding of a functional area and then drill down to the detailed operational processes that are in scope. Once implemented, this framework can also be used as the foundation for your Business Process Repository which links your operational processes to your policies, procedures, and training material.
  • Process Training
    Innovar offers basic and advanced Process Management training. We focus on process management fundamentals as well as key behavioral dimensions including Leadership.

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Portfolio and Project Leadership

Realizing the benefits of high priority initiatives is critical to the future performance of any company. Companies cannot afford the high costs associated with project delays, uncalculated risks, hidden or un-forecasted costs, or inaccurate projections of the project benefits.

Innovar takes a practical approach to Project Leadership. We blend the core principles of Project Management with our extensive experience with delivering successful projects.

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Portfolio and Project Leadership

Realizing the benefits of high priority initiatives is critical to the future performance of any company. Companies cannot afford the high costs associated with project delays, uncalculated risks, hidden or un-forecasted costs, or inaccurate projections of the project benefits.

Innovar takes a practical approach to Project Leadership. We blend the core principles of Project Management with our extensive experience with delivering successful projects.

Our Project Leaders understand that a successful project is not delivered by utilizing a pure academic or text-book approach. The fate of most projects is ultimately decided by the project team and the "people dynamics" within the business. A best-in-class Project Leader must be professionally mature and skilled in the art of people management in addition to the core principles of Project Management. Innovar's Leadership focused approach allows our Project Leaders to navigate the project past the typical stumbling blocks faced by other Project Managers.

Let us help you implement a positive project culture by demonstrating successful project leadership and delivery. Our Project Delivery services include:

  • Project Leadership
    Our Project Leaders will provide leadership and management for your top priority initiatives. From a management perspective, our Project Leaders will effectively manage Planning, Scope, Schedule, Financials, Risks, and Communication. From a leadership perspective, they will effectively motivate the team around the project delivery goals and build genuine relationships that encourage collaboration and conflict resolution.
  • Portfolio, Program and Project Office (3PO)
    Innovar will leverage our knowledge of industry standards and our practical experience with delivering successful projects to develop a repeatable process for getting work done. Establishing an effective Project Delivery process is not a "cookie-cutter" exercise (one size does not fit all organizations). We will build an execution discipline that is specific to your business needs.
  • Project Leadership Training
    Innovar offers basic and advanced Project Leadership training. We focus on project management fundamentals as well as key behavioral dimensions including Leadership.

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Contact Center Optimization

Innovar specializes in delivering significant operational improvement within contact centers across multiple industries. Our Contact Center subject matter experts bring a wealth of knowledge in multiple operational areas which translate into proven, creative and rapid solutions for your business. We have a balanced approach to reducing costs, increasing revenue streams, and enhancing the overall customer experience. Please review our Integrated Contact Center Model and our areas of expertise to see how we can provide value. We have extensive qualifications in the following areas...

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Contact Center Optimization

Innovar specializes in delivering significant operational improvement within contact centers across multiple industries. Our Contact Center subject matter experts bring a wealth of knowledge in multiple operational areas which translate into proven, creative and rapid solutions for your business. We have a balanced approach to reducing costs, increasing revenue streams, and enhancing the overall customer experience. Please review our Integrated Contact Center Model and our areas of expertise to see how we can provide value. We have extensive qualifications in the following areas:

  • Integrated Contact Center Model

    Processes, Technology, Facilities and Network Connectivity. In an ideal environment, all of these components work seamlessly together to deliver exceptional service to customers. In order to implement sustainable improvement within this integrated environment, a business must understand the interdependencies between all of the components and how changes may impact costs, revenue and service quality.

    Innovar understands the complex interdependencies within the Contact Center environment and has developed a repeatable approach for delivering enhanced performance. We balance this approach and provide improvement across the following categories:

    Cost Reduction

    • Call Center Consolidation
    • Virtual Call Center Design and Implementation
    • Outsourcing Analysis and Implementation
    • Agent Productivity Improvement
    • Front and Back Office Process Redesign

    Revenue Generation

    • Up-sell and Cross-sell Improvement
    • Incentive Planning and Implementation

    Customer Experience

    • Customer Experience
    • Quality Assurance Assessment and Development
    • Agent Contact Quality Improvement
    • Service Level Management

    Technology Enhancement (Vendor Neutral)

    • Technology Enhancement (Vendor Neutral)
    • Network / IVR / Speech / Multi-Media Contact Routing
    • Workforce Management Solutions
    • Knowledge Management Solutions

    Contact Center Operations

    • Volume and Staffing Forecasts
    • Workforce Schedules
    • Report / Dashboard Design and Development
    • Remote Agents

  • Integrated Processes & Technology Architecture

    At Innovar, we believe that the heart of your contact center's business is your operational business processes. A detailed and fundamental understanding of these processes is critical to identifying and implementing operational improvement. Furthermore, we believe that technology should be used as an enabler and in concert with a best practice process.

    However, many companies today deploy technology with the thoughts that it will solve all of their issues even though their business processes may be inherently flawed.

    In our engagements, we analyze your underlying business processes along with your technology solutions when searching for ways to improve your contact center's performance. We first look at each business process and technology component individually and then review the interdependencies and overall architecture.

    Core Business Processes

    • Contact Center SalesOrder Entry / Enrollment
    • Account Management and General Inquiries
    • Trouble Management
    • Collections
    • Customer Loyalty
    • IVR Customer Experience (Call Process Tree)

    Core Business Applications

    • CRM
    • Agent Desktop
    • Supervisor Desktop

    Infrastructure Technology Components

    • PBX or equivalent
    • IVR
    • ACD or equivalent
    • CTI and Desktop Tools
    • Dialer
    • Reporting
    • Overall Architecture and Call Routing (TDM and VoIP)
    • Integrated Contact Center Model
    • Business Process & Technology
    • Workforce Management
    • Quality Management
    • Satisfaction Measurment

  • Best-in-Class Workforce Management Solutions

    Accurately forecasting your company's contact volume is the first step to establishing an efficient Workforce Management process. An inaccurate forecast will result in understaffing or overstaffing agents to meet the actual demand which impacts your service levels and overall cost of operations. Other elements such as establishing flexible schedules, determining call drivers, leveraging real time schedule adherence, and developing meaningful reports are critical to the process as well.

    We leverage our extensive operational experience to deliver a best practice Workforce Management process that fits your company's specific needs.

    Workforce Management Components

    • Workforce Management Components
    • Contact Volumes and Forecasting
    • Contact Volume Intervals
    • Contact Handle Times and Forecasting
    • Service Level Management
    • Contact Drivers
    • Workforce Scheduling
    • Real Time Management
    • Performance and Activity Reporting
    • Technology Platform

  • Quality Management — Improving Agent Performance & the Overall Customer Experience

    A best in class Quality Management Program can result in exceptional customer loyalty, decreased contact volumes, and increased employee satisfaction. However, implementing a best in class Quality Management Program is not a simple task. It requires a deep understanding of all of the interrelated activities within the contact center. We leverage our extensive experience in this area and utilize a holistic approach to implementing quality at the management, agent, and customer level.

    Quality Management Components

    • First Call Resolution
    • Call Monitoring and Scoring (Process and Technology)
    • Customer and Employee Satisfaction Measurement
    • Performance Feedback Program
    • Training Program
    • Performance Management and Reporting
    • Knowledge Management
    • Organizational Structure

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Health Care Optimization

Innovar has deep operational experience and industry knowledge to help healthcare organizations manage risks related to healthcare reform, regulatory compliance, cost containment, safeguarding protected health information, leveraging technology and vendor resources. We provide subject matter expertise to a variety of healthcare providers including Medicare Advantage (MA), Prescription Drug (PDP), and Special Needs (SNP) plans and other private healthcare insurance payers.

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Health Care Optimization

Innovar has deep operational experience and industry knowledge to help healthcare organizations manage risks related to healthcare reform, regulatory compliance, cost containment, safeguarding protected health information, leveraging technology and vendor resources. We provide subject matter expertise to a variety of healthcare providers including Medicare Advantage (MA), Prescription Drug (PDP), and Special Needs (SNP) plans and other private healthcare insurance payers.

Helping healthcare providers focus on proactive monitoring in order to execute CMS requirements efficiently and effectively, achieve the highest possible Star Ratings, and establish a delegation/governance program to monitor subcontractors and downstream entities/functions is our specialty.

Please review our expertise areas:

  • Enrollment Readiness, including AEP

    Our team of experienced healthcare professionals not only helps clients prepare for their Annual Enrollment Period (AEP), but also for plan changes and/or expansion. Our team provides full life cycle services including Program Management, roadmap development, requirements gathering, process design, testing, training and implementation.

    Our team also has extensive knowledge of CMS regulations and 5-Star quality measurements. We understand the interdependencies and down stream impacts of the enrollment process, which ensure the quality of each implementation. Our typical services within Enrollment Readiness include:

    • Process Modeling
    • Requirements Gathering
    • BPO Analysis, Setup and Transition Support
    • Telephony Analysis
    • WFM, QA and Training Support
    • Business Continuity Support
    • Post Implementation Support

  • BPO/Delegated Entity Support

    Our BPO transition services are designed to accelerate the transitional process by leveraging a proven approach, reduce the client's resource burden by providing strong project leadership and enhance the quality through subject matter expertise.

    Innovar has the expertise to evaluate current outsourced agreements, whether on or off-shore. If Plans currently outsource select business processes, Innovar can perform a detailed assessment to determine whether bringing select functions in-house or to alternative vendor sites makes sense, from both an economic and quality control perspective.

    Innovar is poised to help organizations in all aspects of BPO/delegated entity support including:

    • RFP preparation and delegate selection
    • Agreement preparation clearly defining the delegates' roles and responsibilities
    • Governance Model establishment and delegation program design
    • Documentation assistance to ensure policy and procedure regulatory compliance
    • BPO Transition

    Innovar can help clients develop a formal delegation oversight program and governance structure to monitor the performance of its delegates and understands the regulatory responsibilities for delegating specific functions and activities, such as claims payment, customer service, enrollment and medical management, to outside entities.

    Innovar, in concert with the Plan, will evaluate the ability of delegates to execute and perform their responsibilities, including the entity's policies and procedures, adequacy of resources and quality of staff.

  • Governance Model

    Innovar's compliance, process improvement and technology savvy professionals can conduct a strategic assessment of the organization's current governance structure and facilitate the development and implementation of short and long-term strategies to better manage the performance of their staff, providers and delegated entities.

    Innovar then helps clients establish a Governance Model to effectively leverage outsourcing relationships, ensure knowledge transfer, provide timely issue escalation and resolution and maximize outsourcing goals and objectives.

    Relationship Governance

    • Structured Organization Model
    • Communication Plan
    • Roles and Responsibilities Alignment
    • Steering Committee
    • Cultural Gap Assessment

    Knowledge Governance

    • Knowledge Transfer Plan
    • Vendor Proficiency Assessment
    • Retained Expertise and Knowledge Plan

    Performance Governance

    • Goals and Objectives
    • Service Level Metrics | Reporting
    • Project Prioritization
    • Issues and Risks Escalation Process
    • Change Management Process

  • Operational Improvement

    Innovar specializes in helping healthcare providers drive cost out of their business, improve revenue streams and improve the overall quality of service delivery. Our consultants have deep operational experience within the healthcare industry and have a proven approach and execution discipline for driving significant change initiatives.

    Innovar will help bolster a Plan's 5-Star Rating by developing and executing an integrated cross-functional plan of action with tactical and strategic drivers within each domain.

    Innovar will assess and assist with a Plan's compliance with CMS standards by conducting mock audits to identify operational or technical deficiencies, implementing proactive remediation and conducting an in-depth review of policies, procedures, systems and documentation. The results incorporate enhancements to policies, procedures and technical documentation as well as staff development as change and improvements are integrated into the organization.

    We have re-engineered processes and delivered significant financial results in the following functional areas:

    • Enrollment
    • Member and Provider Services
    • Claims
    • Medical Management
    • Network Operations

  • Continuity of Operations Plan Support

    Innovar clearly understands the importance of business continuity and the need for contingency planning to ensure member and provider access to Plan benefits and services. Therefore, we assist in developing contingency plans and audit tools to ensure there will be minimal disruption and delegated functions are transitioned properly should a delegation agreement be terminated.

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Advertising Operations Optimization

With all of the options available to companies today to gain efficiency and cost savings within Advertising Operations, it is easy to understand why the determination of a strategy and execution of the chosen course can be daunting. Our Ad Ops experts provide strategic insight to make the right decision and the execution discipline necessary to ensure the final solution achieves its intended goals. We have a proven track record for implementing solutions focused on cost reduction, quality and sustainable results.

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Advertising Operations Optimization

With all of the options available to companies today to gain efficiency and cost savings within Advertising Operations, it is easy to understand why the determination of a strategy and execution of the chosen course can be daunting. Our Ad Ops experts provide strategic insight to make the right decision and the execution discipline necessary to ensure the final solution achieves its intended goals. We have a proven track record for implementing solutions focused on cost reduction, quality and sustainable results.

Our real-world, practical approach will help you evaluate opportunities within Ad Operations. Once we help you build the roadmap, our true value emerges; Execution of the Plan. Some firms write white papers about what you should do; Innovar Solutions executes the plan with your internal team for real results measured in actual cost savings and improved performance. We have extensive experience in the following areas:

  • Local Sales Process
  • Ad Copy Processing
  • Encoding Operations
  • Traffic Management
  • Inventory / Yield Management

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Leadership and Strategy

Aligning the organization around a common vision with specific goals is critical when building high performance teams. In addition, leaders that professionally develop their teams, support and display core behavioral attributes and understand emotional intelligence will help the organization drive needed change.

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Leadership and Strategy

Aligning the organization around a common vision with specific goals is critical when building high performance teams. In addition, leaders that professionally develop their teams, support and display core behavioral attributes and understand emotional intelligence will help the organization drive needed change. Most teams or individual team members are diverse; in their specific skill-sets, communication methods, response to behavior, and emotions. Not knowing how teams interact or what drives them to peak performance can cause disengagement and have adverse impacts to any organization. Innovar Solutions specializes in developing strong team skill-sets and has the ability to assess and increase performance through systematic sessions.

  • Strategy Alignment Sessions

    Each year, organizations rationalize mission statements to determine what needs to be accomplished now. Many times, the complexity of staying 'on course' with the long term Vision can be hampered by initiatives or changes in the organization that don't align with the objectives. Innovar Solutions has a results driven process that allows executives to:

    • Align short term goals and objectives with the long term vision
    • Prioritize project and initiatives (Define roadmap)
    • Develop a clear understanding of the organizations capabilities and resources
    • Develop a rapid assessment process for initiatives that are introduced throughout the year
    • Instill a gate review process which allows the organization to remain nimble and change direction based on business drivers
    • Provide transparency to the organization with clear direction on mission, vision, and strategic initiatives

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