Delivering Quality Service To Health Plans Without The Babysitting

By Paul Vosters, president

Maintaining a high level of customer service and solution quality is challenging in any industry.  And because our customers are in the highly-regulated market of healthcare and health insurance products, the services and outcomes we provide are under almost as much scrutiny as the plans we serve. And when you consider that many of our health plan clients are managing their own large teams of people and multiple vendors, it is increasingly important for vendors like us to deliver results quickly without a lot of babysitting.  So how can a client be assured they are going to get the quality results they expect without holding their vendor’s hand the entire way through the project?  Look for a vendor that has made attention to these several areas a priority:

  • Project management rigor
    Does the vendor have a project management organization (PMO)  that defines and maintains standards for project management within the organization?  Even the most straight-forward implementations have many moving parts: staff to coordinate, multiple data files to integrate, and processes to align.  The vendor’s PMO can manage these efforts with the goal of increasing efficiency, minimizing costs, and improving overall project delivery time and budget.
  • Quality management oversight
    Having a quality management team involved in the oversight of projects and project quality can drive consistency of and accountability for best practices and validity of the payment integrity work as a whole.  Quality oversight applies to multiple facets of payment integrity, including process rigor, call center outreach, letter generation, and data quality to drive the right level of analytics.   A model I recommend is having the quality management team led by General Counsel and/or a Chief Privacy Officer and reporting results to the executive team, board of directors, and clients.  This group should work closely with all departments to make sure quality delivery and client satisfaction are the foundation of every endeavor.
  • Client advocacy bench strength
    Making sure vendors have a client advocacy group in addition to a project manager or sales contact can help ensure projects run smoothly, on time, and that client concerns are addressed effectively with the client’s best interests at heart.  This single point of contact should manage all aspects of the client relationship, from implementation through execution and reporting. This includes tailoring projects to meet specific needs and acknowledges that each project and client for that vendor is unique and requires individual attention. Ideally, this team would be empowered to bring in the right subject matter experts to manage the client’s more complex  or individualized needs.
  • Employees: recruiting and benefits
    Bringing on new clients and implementing ongoing solutions for existing clients creates constant demand to grow vendor staff.  Making sure that your vendor has a system in place to properly manage and grow the recruiting team should be a priority as it can directly impact their ability to staff and execute client projects.  Knowing the vendor has senior-level recruiters in place to implement creative and effective solutions to balance client needs with staff will provide clients with better service and long-term flexibility to support project peaks and staff unique project needs.
  • Technology power for a strong foundation
    To service customers in a data-sensitive industry such as healthcare, security and HIPAA-compliance are critical. Attention to detail and procedure is crucial and the vendor’s technology should reflect an emphasis on security.  Vendor’s technology platforms should be able to provide the most secure results for customers while being able to quickly and cost-effectively scale and support client demands without compromising client expectations. HITRUST CSF is a risk- and compliance-based security framework widely adopted by the healthcare industry as the best practice framework of prescriptive and scalable security controls. I recommend asking your vendor if they are HITRUST certified, which will give you an added level of confidence in the vendor’s strength.

Thrilling clients with great results and outstanding service should always be a priority, but often vendors fall short when they don’t have the internal systems and process in place that make customer needs and outcomes a priority.  By focusing on critical client project priorities such as project management and quality, deep bench strength in client advocacy, careful recruiting practices, and technology foundation, vendors are able to grow and scale seamlessly with their clients and meet and exceed client expectations and outcomes.







LaunchPointDelivering Quality Service To Health Plans Without The Babysitting
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Keys to managing hyper growth

By Terrence Ryan, CEO LaunchPoint

Just received a round of funding? Have a plan to manage the rapid transition an influx of cash brings.

Terrence Ryan - LaunchPointStart-ups apply for funding to help with operational support, sales and marketing, product development, and to scale their businesses. While a critical amount of time is spent during the funding phase, once you’ve gotten the good news that you have successfully completed a capital raise, you need to be ready for rapid acceleration. Realize it took a whole lot of work to get to where you are; make sure you are ready to handle the challenges that come with expansion. Below are ten keys to managing hyper growth:

Ten Keys to Managing Growth

  • Think beyond yourself – realize what you are trying to accomplish may be bigger than you.
  • Surround yourselves with people who can do the job – getting the right person in early is a huge leveraging point.
  • Recognize your leadership team is critical to driving the direction of the company. Empower them to act.
  • Focus on the bounds of risk – aim for flexibility with some stakes in the ground. Remain flexible but focused.
  • Decide on three stretch goals and be pliable and moldable in early stages, but with direction and clarity.
  • Make a plan to protect quality during rapid growth including products and people.  Hire the best talent you can find—those that think strategically but can execute.
  • Plan a 3-5 year build. Nail the market strategy, scale the business, put the right pieces in place, and then make key decisions at a checkpoint in 3 to 5 years.
  • Focus on solutions for customers, not infrastructure.
  • Remain flexible and shift priorities as needed to respond to the market.
  • Focus on over-serving clients— “serve clients with religious fervor”

In 2008 I co-founded LaunchPoint, a provider of payment integrity and risk management solutions, software, and services for healthcare organizations.  The company has enjoyed steady growth and when we were ready to scale the business, we successfully raised $22.5 MM in funding from Carrick Capital Partners. We’ve used the investment to fund new product development, expand sales and marketing, and enhance the client experience at LaunchPoint and our two divisions, Discovery Health Partners and Ajilitee.

LaunchPoint was recently named the 4th fastest-growing company on the 2016 Crain’s Chicago Business Fast 50 list, marked by our impressive five-year growth of nearly 4,700%. Our success can be attributed to our ability to constantly evolve product offerings, retain talent, and grow our client base, which now comprises 46 health plans, including three of the five largest plans in the U.S.

Our solutions help our clients address one of the most pressing issues facing health plans today: how to protect revenue and eliminate waste and inefficiency in the core administrative functions of claims payment, eligibility management, and member risk profiling.  Our payment integrity and risk management software, solutions, and analytics help health payers improve recoveries and revenue, avoid costs, and influence member well-being.



Rey VillarKeys to managing hyper growth
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LaunchPoint Swellness program jump starts marathon achievements for CTO

The American Heart Association recognized LaunchPoint for the third consecutive year with the Gold-Level Fit-Friendly Worksite Award. As a business serving the healthcare community, we make good health a priority for our employees and our Swellness programs reflect this commitment. LaunchPoint’s CTO John Bair recently completed the Boston Marathon and acknowledged the Swellness program helped get him started.

John Bair - marathon manPersistence, dedication, determination – all traits of a successful entrepreneur …and a marathon runner. LaunchPoint’s Chief Technology Officer John Bair, is both, having just completed his fourth marathon in three years by finishing the 2016 Boston Marathon. John credits the LaunchPoint Swellness program with giving him the push he needed to get started. A self-proclaimed “computer geek” who wasn’t “athletic or fit” for much of his life, John recalls when LaunchPoint gave pedometers to all its employees in 2013.

“I remember the first Walking Wednesday, when I, along with fellow employees, started counting my steps. From there, I realized if I can walk, I can run!” He sticks to the Walking Wednesday schedule even when he’s not in the office, feeling the camaraderie of his co-workers who are also discovering the joy of a good walk for the first time or who are regular athletes who feel more productive after the fresh air.

After John ran his first 5K, he began building his mileage and commitment to running. Drawing upon his father’s inspiration as a runner (he finished the Boston Marathon in his 50s), John focused on his training, gradually adding a 10K and finally, his first marathon in Phoenix in 2014.  A special milestone was running a 5K race with his dad last year, who placed first in his age group (80 and over).

“Running has given me so much – increased longevity and health as well as a new outlook on life. It also allowed me to connect with my dad through a shared interest. I’m so grateful to LaunchPoint for giving me the incentive to get started.”

When John reflects back on the training and miles spent on the road, he has learned a few life lessons that are applicable off the road too:

  • No matter how hard you think it’s going to be, it’s harder than you thought
  • There’s always a point where you question why you are doing this in the first place
  • It gets so much easier when there are a lot of people cheering you on
  • It’s a really great feeling to finish something that you weren’t sure you could do when you started
  • You forget the pain pretty quickly – I’m already thinking about what I could do better next time!

John is hopeful he can inspire others to find something active they like. “For me running is the activity that motivates me and I’m noticing improvements in other aspects of my life too. I have a sharper short-term memory and my mental acuity is stronger. I’m committed to a healthy and happy lifestyle and I attribute this to running.” In addition, John has lost weight and is in better shape than he was before he started tracking his steps three years ago.

And John has no plans to slow down. His path to the starting line of the Boston Marathon literally started at LaunchPoint’s front door.




Rey VillarLaunchPoint Swellness program jump starts marathon achievements for CTO
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NBC Chicago: LaunchPoint is #3 among Second City companies in Inc. 500 rankings

NBC Chicago highlights LaunchPoint in review of Inc. 500 rankingsNBC Chicago reported that Chicago, with 95 companies, had the second highest tally in the Inc. 500 list of fastest-growing privately held companies — including LaunchPoint (#100 in the nation), parent company of Discovery Health Partners and Ajilitee.

Among Illinois and Chicago-area companies, LaunchPoint ranked behind Max Digital (#51) and Compass Automation (#55). To read the complete article, please visit


Rey VillarNBC Chicago: LaunchPoint is #3 among Second City companies in Inc. 500 rankings
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LaunchPoint’s Inc. 500 ranking highlighted in Chicago Tribune coverage

Chicago Tribune reviews Inc. 500 companies in the Chicago area, including LaunchPointThe Chicago Tribune reviewed 95 Chicago-area companies that made it into the Inc. 500 list of fastest growing private companies in the nation — including LaunchPoint.

With its #100 ranking, LaunchPoint is #3 among Illinois companies on the list. It joined other successful metropolitan Chicago companies such as Protein Bar (#200), Insureon (#107), Market6 (#143), and Blue Star Tec (#221).

Check out the full article at




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LaunchPoint Named #100 on Inc. 500’s Fastest-Growing Companies

Parent Company of Discovery Health Partners and Ajilitee grew by 3,544%

ITASCA, IL (August 20, 2014) – LaunchPoint, parent company of Discovery Health Partners and Ajilitee and a provider of cloud-based healthcare analytic solutions and services, has been named the 100th fastest-growing private company in the U.S., according to Inc. Magazine’s annual Inc. 500 list. LaunchPoint’s 3,544% percent three-year growth ranked the company in the exclusive top 100 on the list and placed it #14 among health companies in the Inc. 500.Inc 500 ranking of fastest-growing private companies

“We are honored to be recognized as one of the fastest-growing private companies in America,” stated Terrence Ryan, CEO of LaunchPoint. “I attribute our growth in the healthcare industry to market enthusiasm for the results our healthcare technology solutions deliver, a passion for customer service and excellence, and a veteran management lineup unrivaled by our competition.”

In 2014, LaunchPoint has added 11 new multi-year client relationships, grew its employee base 32%, expanded its offshore development team, and moved into new corporate headquarters. In addition, LaunchPoint also earned a Gold Fit-Friendly Worksite designation from the American Heart Association for promoting employee health and wellness through a multi-faceted “Swellness” program.

“We see a readiness among our healthcare payer clients to embrace new ways of solving old problems and a renewed desire to improve their claim payment integrity, management of information, and analytic insight,” added Ryan. “Healthcare reform is driving massive change in the industry, and payers are clamoring for solutions that help them work smarter, compete more effectively, and grow their businesses. That’s where we come in.”

About LaunchPoint

LaunchPoint operates businesses that provide cloud-based analytic solutions and services for healthcare enterprises. Its two divisions are Discovery Health Partners, which provides payment integrity solutions and analytics for healthcare payers; and Ajilitee, a specialist in healthcare information and analytics consulting services. More information is available at,, and



Rey VillarLaunchPoint Named #100 on Inc. 500’s Fastest-Growing Companies
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AHIP National Conferences on Medicare and Medicaid

Date: September 28-October 2, 2014

Location: Washington, DC

America’s Health Insurance Plans (AHIP) is the national trade association representing the health insurance industry. AHIP’s members provide health and supplemental benefits to more than 200 million Americans through employer-sponsored coverage, the individual insurance market, and public programs such as Medicare and Medicaid. AHIP advocates for public policies that expand access to affordable health care coverage to all Americans through a competitive marketplace that fosters choice, quality and innovation.

This dual conference will cover important topics and issues regarding Medicare and Medicaid.

On the Medicare side, the conference will cover issues including the following:

  • Review of CMS’ priorities for Medicare Advantage and Part D
  • Analysis of 2014 midterm elections and public programs
  • Discussion of the future of Medicare delivery system reform and public partnerships

In the Medicaid conference, topics covered will include:

  • Review of the 2014 medical landscape
  • Discussion of the future of sustainable drug pricing
  • Analysis of state perspectives on Medicaid expansion and other priorities

If you will be attending this exciting event, please let us know. We’d love to reconnect with old friends and colleagues, as well as meet new ones.


Rey VillarAHIP National Conferences on Medicare and Medicaid
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Information Management Symposium 2013

Date: September 21-24, 2014

Location: Little Rock, AR

The Information Management “IM” Symposium is an annual event started in 2000, presented and hosted by various Blue Cross and Blue Shield Plan Information Professionals. The purpose is to provide Plan business and technical representatives an opportunity to network and exchange best practices and innovations in the field of information management, information architecture, data warehousing, business intelligence, informatics and analytics with the end result of delivering actionable business value to the Plans through the power of information assets.

If you’ll be attending, please make sure to catch our IM expert, Bill Whittemore, for his exciting presentation. And we invite you to drop by our table and learn about our industry-leading expertise and experience working with Blue Cross and Blue Shield plans.


Rey VillarInformation Management Symposium 2013
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Medicare Advantage Accounting and Reconciliation conference

Date: July 28-29, 2014

Location: Washington, DC

Presented by Healthcare Education Associates, this conference focuses on best practices for organizations and individuals responsible for the financial management of Medicare Advantage (MA) plans.

If you’re planning on attending, we invite you to stop by our booth and learn how we help health care plans with cost containment and recovery efforts, including Medicare Secondary Payer (MSP) validation and premium restoration.

Additional information can also be found on the Medicare Secondary Payer and Eligibility Management resource pages.




Rey VillarMedicare Advantage Accounting and Reconciliation conference
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