The healthcare environment in the U.S. and other developed countries is constantly evolving. The most noticeable change is the shift from managed care to patient care. For the medical device industry this poses new challenges apart from slow growth, increased regulations, low pricing and high deductible plans that lead to reimbursement problems. The onus is now on medical equipment manufacturers to review their operating models. They are looking to enhance customer experience while increasing efficiency to overcome both top line and bottom line challenges. They need collaborative partnerships through which they can address the problems in critical areas of finance, supply chain and customer interaction services.

WNS’ Business Process Management (BPM) solutions assist Durable Medical Equipment (DME) manufacturers to streamline their order-to-cash processes, improve recoveries and customer experience, and drive operational efficiency. Our domain expertise combined with our technological and analytical capabilities enable DME manufacturers to overcome challenges and achieve their targets.

WNS leveraged analytics to streamline the client’s claims recovery process
WNS’ technology platform enabled the client to enter the market with minimum lead time and investments
WNS helped the client to collect more than 25% in outstanding receivables from an insurer

The WNS Advantage

WNS’ order-to-cash solution reduces administrative costs in the DME revenue cycle by over 40 percent. We have connected health solutions such as patient portals and preferred engagement models that are part of our customer interaction services. Our analytics-embedded solutions provide better business and market insights to companies. With a pulse on the changing regulatory requirements, we have flexible engagement models that enable our clients to be agile and profitable.

Domain Expertise

WNS has more than 2,000 healthcare associates across multiple locations with proven domain competence. The team includes AAPC certified coders, doctors, nurses, clinical specialists and other experienced healthcare professionals. Our associates possess strong operational knowledge of all major products (Facets / QNXT, Mckesson, Cerner, EPIC, Lawson). They are also familiar with statutes and regulations (HIPAA, 5010 / ICD 9 & 10) and healthcare data sources such as IMS Health, Factiva and

Order-to-Cash Services

WNS’ order-to-cash platform provides end-to-end solutions in contract management, order management and fulfillment, invoicing / billing, accounts receivable, customer service, reporting / analysis. We have improved the sales support and customer satisfaction by 15-20 percent for our clients. Besides bringing down the percentage in order hold-up and customer complaints, we have also reduced bad debt and improved collections for clients.      

Supply Chain Management

WNS has helped minimize supply chain disruptions and improved customer satisfaction for DME manufacturers across the globe. In supply chain management, our solutions subsume supply chain planning and forecasting, strategic sourcing and procurement, fulfillment services and after-sales services.    

Rebates Management

WNS’ rebates management transformation framework helps standardize, improve and transform processes for DME manufacturers. Using the framework, we enable accurate and on-time processing of sales tracings and rebates claim to avoid revenue leakage. We also streamline the uploading process by reducing manual work and utilize sales tracing for planning, forecasting and pricing analysis.    

Embedded Analytics

Our innovative solutions are embedded with analytics and combine industry best practices and proprietary tools and methodologies to improve patient satisfaction and reduce operational costs. Our integrated sales force effectiveness consulting solution enables clients to analyze the profiles of their customers and segments. It helps design sales territories, and analyze and optimize customer coverage. Our business intelligence services cover data acquisition and integration, data enrichment and cleansing, database development and management and dashboard design, development and automation services. 

Technology Platform

WNS’ cloud-based DME technology platform is a single platform that unifies work across client processes. The multi-channel enabled platform provides business insights and improved management visibility and control. It has a sophisticated architecture and features add on portals that provide the overall status on bills / claims / invoices to ambulatory service providers / patients.

"I was impressed with the amount of information WNS was able to gather in such a short period of time as well as the level of analysis that was conducted. I appreciate the consultative efforts and strategically planned deliverables that were focused on business stakeholders. The value derived from our relationship with WNS has had an influential impact on the business that goes well beyond the anticipated strategic and operational benefits."

Head – Information Management of a leading African and Middle East-based healthcare company

A ‘Major Contender’ in Everest Group’s Contact Center Outsourcing (CCO) Market for the Healthcare Industry – Service Provider Landscape with PEAK MatrixTM Assessment – 2014


Customer Care

  • Order Management
    • Patient
    • Suppliers
    • Providers
  • Field Sales Support
  • Inventory Management
  • Scheduling (Pickup / Delivery) and Reminders
  • Patient / Provider Registration

Order Fulfillment and Billing

  • Insurance Verification
  • Prior / Subsequent Authorization
  • Prior / Subsequent Authorization Denial Management
  • Medicare Coverage Policies
  • Special Processing Instructions and State Mandate
  • Charge Entry
  • Billing

Account Receivable

  • Payment Follow-up
  • Collections
  • Denial Management
  • Appeals
  • Cash Posting
  • Month-end Reporting
  • Aging Analysis

Patient Services

  • Reimbursement Assistance
  • Patient Assistance
  • Case Management
  • Clinical Information
  • Alternative Funding Research

Practice and Case Management

  • Medical and Chart Review and Summarization / Abstraction
  • Risk Management
  • Contract Administration
  • Physician Referral Tracking
  • Customer Queries Management
  • Clinical Research Support
  • Care Management
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