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Sutherland Global Services - CMS in Healthcare (Payer and Provider Support)

Vendor Analysis

by NelsonHall Analyst

published on Jun 08, 2015

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Report Overview:

Sutherland Global Services (Sutherland) is a privately held firm headquartered in Rochester, New York. The company started operations in 1986 as a customer management services (CMS) provider. Across all industries it employs ~32k globally, and operates ~33 contact centers in ten countries.

Who is this Report for:

NelsonHall's CMS in healthcare industry sector profile on Sutherland Global Services (Sutherland) is a comprehensive assessment of Sutherland's healthcare (payer and provider) sector customer management services (CMS) offerings and capabilities, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the healthcare sector and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of Sutherland's healthcare sector CMS offerings, capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis and new developments
  • Analysis of the company's strengths, weaknesses and outlook
  • Revenue estimates
  • Analysis of the profile of the company's CMS healthcare sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's healthcare sector CMS offerings and key service components
  • Analysis of the company's delivery organization including the geography of delivery locations used for CMS healthcare sector clients.




Key Findings & Highlights:

In 2003 Sutherland gained funding from Oak Partners and Standard Chartered; NelsonHall estimates that Oak Partners and Standard Chartered each own ~20% of Sutherland.

The majority of Sutherland's' healthcare BPO clients are based in North America. The company provides a range of offerings to the healthcare sector including:

  • Provider services including revenue cycle management
  • Healthcare payer services including claims administration and adjudication.

Sutherland has delivery centers in support of its healthcare clients in India, the U.S., and the Philippines.

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