After months with a well-established offshore vendor, the client saw little progress in claims processing. Ramp-up was sluggish, and output failed to meet expectations. Despite significant onboarding time, basic claim workflows remained inconsistent, and teams lacked the adaptability to handle evolving processes. The vendor’s reporting provided only top-line volume metrics, offering no visibility into rejections, root causes, or performance breakdowns. Leadership flagged persistent knowledge gaps, communication lags, and an inability to scale with urgency. With rising pressure on RCM operations, the client launched a Champions Challenge to find a more capable and responsive partner.