Transformation was not the carrot that caused us to send RFP's to various outsource providers; it was not what we initially considered in determining whether to go forward with the selection process; it was not what we spent most of our time on, during the initial phase of paring down vendors. It was, however, something we came to focus on more, as the numbers started to crystallize and our focus changed from short-term to long-term.

Process transformation is the engine that keeps health going, in my opinion. It's difficult to cultivate Six Sigma process experts internally; and costly to staff fulltime project and process improvement resources. "It's not what we do," is something I've heard a number of times during our contracting process. FM realized that if we wanted a best-in-class shared services operation, we either had to expend the capital and resources to build and develop that core competency internally, or we had to seek help. FM decided that it was not in the business of performing processing activities. It was in the business of making auto parts and that is what it wanted to focus its resources on.

We understand that our agents who support your business’s operations are the most important part of a successful BPO relationship. Whenever we start a new relationship with a client, we make a commitment to provide the same kind of seamless experience that we would hope to have. This commitment starts with our executive team of hardworking and inspiring leaders and goes down into the very core of our business.

Like you, we previously sought the assistance of large health companies as customers ourselves, so we uniquely understand the fear of moving pieces of your business outside of your direct control. Unfortunately, our journey was full of difficult challenges and perilous paths.

When we set out to start our own health business, we knew that in order to prevent the same unpleasant surprises of health we had experienced, our company would need to keep a set of core values instilled deeply into the foundation of our company – our people.