Transformed Back Office Operations for Multi-State Provider

NovaCare Health Services operated across 8 states with completely siloed back-office operations. Each state office handled credentialing, scheduling, document management, and compliance independently. This resulted in a 23% error rate in credentialing submissions, scheduling conflicts that caused 15% of appointments to be double-booked, and over 45 full-time employees dedicated solely to manual administrative tasks.

We designed and implemented a centralized back-office operating model. Key components included deploying a unified document management system with OCR and automated routing, building an automated credentialing engine that reduced submission errors to near zero, implementing a centralized scheduling platform with conflict detection and optimization, creating standardized SOPs across all 8 state operations, and establishing a quality assurance layer with automated compliance checks.

NovaCare achieved a 72% improvement in operational efficiency within 7 months. The 45 FTEs previously handling manual tasks were reallocated to patient-facing roles, and the error rate dropped by 91%. The centralized model also improved compliance audit scores from 76% to 98% across all states.