Sechaba Medical Solutions SMS provides administration services for medical aid schemes such as Sizwe, including a call centre, pre- authorisation, case management, clinical audit, billing, assessing, pharmacy, disease risk management and membership plus a sales team. The CEO, was looking for a partner to design and implement a highly e?cient operating model, which he knew would entail di?cult decisions and which he wanted implemented in a very structured and controlled way, thereby reducing the risks and enhancing the chances of success as the very tight SLAs which the medical scheme imposes, would not be relaxed during the change process. A four week Preliminary Survey identi?ed signi?cant opportunities to increase productivity and a 26-week programme designed to implement the changes in

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