A clinical-grade intelligent system designed to resolve patient inquiries with precision, enhancing care delivery metrics and scaling administrative operations without increasing provider burnout.
The Challenge
The organization delivered essential services at scale, but performance was under increasing pressure.
Key challenges included:
Rising administrative and operating costs
Chronic staff shortages and burnout across critical functions
Fragmented systems across care delivery, billing, and reporting
High manual workload slowing service delivery
Compliance and data privacy complexity
Limited visibility into operational performance
Strategic intent was strong, but execution complexity and workforce constraints were eroding results.
The thco Approach
Thco was engaged to strengthen execution across operations and support functions combining senior healthcare advisory expertise, Intelligent Clinical & Administrative Automation, workforce enablement, and embedded operational support.
1. Operational & Financial Diagnostic (Advisory)
Thco conducted a rapid diagnostic across administrative workflows, billing processes, workforce utilization, and reporting structures to identify:
Cost leakage and inefficiency
Automation-ready, high-volume tasks
Service bottlenecks impacting capacity
Workforce capability gaps
This established a clear execution roadmap focused on financial impact and service improvement.
2. Process Automation & Systems Integration (Technology)
Thco redesigned and automated core administrative and operational workflows.
Key initiatives included:
Automation of billing, reporting, and documentation processes
Integrated systems replacing manual data re-entry
Proprietary technology assisted workflow prioritization and exception handling
Real-time operational dashboards for leadership
This reduced processing time while improving accuracy and compliance.
3. Workforce Enablement & Adoption (Academy)
To ensure sustainability, Thco delivered targeted training programs focused on:
Digital workflow adoption
Process ownership and accountability
Data-driven operational decision-making
Human-in-the-loop governance for regulated environments
This reduced resistance to change and improved system adoption across teams.
4. Embedded Administrative Operations (Operate)
Thco assumed responsibility for selected administrative and support functions, applying standardized execution, performance tracking, and continuous optimization.
This stabilized operations, reduced cost variability, and freed internal teams to focus on frontline service delivery.
The result
Within seven months, the organization achieved measurable improvements across financial, operational, and service outcomes.
Financial Performance
22% improvement in operating margin
29% reduction in administrative and operational costs
Capacity & Service Delivery
7% increase in service capacity without additional headcount
35% reduction in service and processing cycle times
Workforce Impact
50% reduction in manual administrative workload
Reduced staff burnout and improved role clarity
Higher adoption of digital workflows
Operational Efficiency
Improved visibility into operational performance
Faster, more consistent execution across functions
Clear accountability embedded into redesigned processes
Why This Worked
This engagement succeeded because execution was treated as an operating system, not a one-time project.
Strategy, technology, workforce, and operations were addressed together
Automation reduced friction without increasing risk
People were enabled alongside systems
Execution discipline was embedded into daily operations
The result was sustainable efficiency and improved service delivery at scale.
