Offshore Model for Healthcare Operations
Case Study
A national provider needed to reduce administrative cost and stabilize capacity. New Wave established a compliant captive BPO model—standing up facilities, technology, regulatory coverage, and recruiting—to centralize non-clinical operations and deliver $20M ARR savings while improving service delivery metrics.
Opportunity
- Above-peer operating expense driven by decentralized admin functions
- Limited shared-service centralization and inconsistent processes
- Pressure to create room for growth investments via operating model change
Approach
- Built a compliant captive BPO including facilities, tech stack, regulatory readiness, and recruiting
- Centralized non-clinical operations into a shared-services construct with performance governance
- Implemented reporting to track service metrics and value capture over time
Outcome
- $20M ARR savings with improved service delivery metrics
- Repeatable shared-services framework and governance cadence for scaling
- Increased transparency into cost-to-serve and throughput
About the Author
Hunter New, Managing Partner at New Wave Associates, specializes in global delivery models and operational transformation for healthcare organizations.