Leading U.S. home healthcare provider

Business case

After a period of inorganic growth, the client needed to standardize operations and improve utilization while enhancing the customer and patient experience for revenue growth.


  • Redefine target operating model
  • Standardize roles and responsibilities across both clinical and non-clinical tasks
  • Support compliance with Community Health Accreditation Program (CHAP)
  • Support implementation design of new care-delivery platform


Benefits Improved profit margins by 10%
by implementing analytics as part of care assessment, scheduling and management process

operating model, operational practices and roles and responsibilities for a consistent patient, clinician and related stakeholder engagement

Improved patient admission rates
with timely initiation of care and reduced hand-offs

Accelerated compliance with Community Health Accreditation Program (CHAP) standardization guidelines via governance and documentation support


A viable, relevant and implementable operating model was developed and piloted that could help the organization achieve:

  • Certainty of service and patient outcomes
  • Competitive differentiation for
    • Referral sources
    • Patients, care givers and family members
    • The organization


The EXL team, using proprietary re-engineering framework, followed a number of key steps:

  • Deconstructed the current operating model into core types of operations based on a number of factors
  • Detailed Voice of the Customer analysis to establish challenges and expectations across stakeholder landscape
  • Documented and analyzed customer journey to help with the new operating model design
  • Applied analytics for evaluation of care performance data, benchmarking and industry data
  • Regular and extensive engagement with clinical and non-clinical staff for adoption of the redesigned model
  • Design and implementation of operational transparency via development of KPIs, dashboards and governance frameworks across key paths


EXL Operations Consulting looks deeper to bridge strategy and execution by translating business strategy into day-to-day operations. We use the right combination of industry and operations consulting expertise, operations management, analytics, automation, process reengineering and Lean Six Sigma methodologies to deliver smarter operational solutions.

  • Design services: flexible and efficient structures for key operational functions
  • Cost transformation: drive sustainable costs reductions supporting overall company strategy
  • Performance improvement: increase efficiency and effectiveness of critical business processes.
  • Operational innovation: best-in-class process benchmarks identify improvement opportunities

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