View HPHS Slides flipbook.
D A S H B O A R D C O M P A N I O N HPHS Operations Dashboard — explanatory write-up The HPHS Operations dashboard is a single internal view of the Health Plans and Healthcare Services (HPHS) India workforce. It brings the Payer and Provider businesses side by side across four themes — what each business does, how many people run it and from where, how attrition is trending, and what employees say in the pulse survey. Every figure comes from the submitted operations and HR data; nothing is estimated. Purpose and audience The dashboard is built for leadership reviews, business-unit governance calls and client or internal readiness discussions. Instead of circulating separate decks for Payer and Provider, it gives one comparable structure: the same four questions answered for both businesses, with drill-down detail available on demand rather than crowding the first screen. Reading order is intentional. Start with Overview to establish what the business sells, move to HC for scale and footprint, then Attrition for stability, and close with Pulse Survey for employee sentiment. Each tab stands on its own if a discussion needs only one of them. Overview tab — what the two businesses do Two cards, Payer (Health Plans) and Provider (Healthcare Provider), open a detail view containing the business promise, the service portfolio and external recognitions. Health Plans exists to provide end-customers with services that meet their needs, optimizing outcomes for patients, hospitals and health plans. Its services span digital mailroom operations, claims adjudication and adjustments, member enrolment / premium billing / eligibility services, provider data management, intelligent data capture, telehealth tech support, member and provider contact centre services, and health coach services. Recognitions include Everest Group PEAK Matrix Leader 2022, ISG Provider Lens Leader for Payer Digital Transformation 2021, Rising Star for Payer BPaaS, and Avasant Disruptor 2022–2023. Healthcare Provider exists to simplify the financial experience for patients and healthcare providers. Its services span eligibility and enrollment services, debt collections, denial management, medical coverage identification, receivables management, intelligent Edit with 9/17/26, 7:11 PM Dashboard Guide | HPHS Operations https://billing-bloom-dash.lovable.app/guide 1/4
automated eligibility and enrollment, litigation services, and self-pay receivables management. Recognitions include Best in KLAS number one plus Leader for Eligibility and Enrollment 2022, and Avasant Disruptor. The Payer detail also carries key engagement highlights: a robust engagement ecosystem delivering 870+ initiatives a year (about 143 a month), 128 employees elevated through IMPs, a revised R&R programme enabling recognition at all levels, and theme- based people practices such as the Great Cigna Carnival, Customer Service Week and Anniversary celebrations. HC tab — scale and footprint This tab answers how large each business is and where the work sits. Payer headcount is 4,317 across seven centres: Chennai Sandhya Infocity 1,910 and Chennai Ozone Techno Park 973, Hyderabad BSR IT SEZ 555, Bangalore Brigade Tech Gardens 429, Trichy Raja Complex 260, Vijayawada Medha Hi-Tech City 138 and Puducherry Savitha Plaza 52. By state that is Tamil Nadu 3,143, Telangana 555, Karnataka 429, Andhra Pradesh 138 and Puducherry 52 — five states, seven centres. The split between customer-facing and support roles is 3,871 CSA and 446 non-CSA. Provider headcount is 1,778, made up of FPS 1,372 (1,241 associates, 131 non-associates) and FSL 406 (370 associates, 36 non-associates). FPS runs from Chennai Elnet 359, Coimbatore Tidel 491 and Coimbatore THDC 522; FSL from Chennai RMZ 304 and Hyderabad 102. Use this tab to discuss concentration risk, site-level capacity and where growth or consolidation should land. Attrition tab — workforce stability Payer attrition has improved consistently while the business grew: 4.9% in FY23 on 2,256 people down to 2.3% in FY27 year to date on 4,317 people — a headcount increase of 676 alongside a falling exit rate, supported by new logos including Delta Dental of Colorado and Humana Special Projects. The paired bars show headcount and attrition together so growth is never read as instability. Provider attrition is tracked separately for FPS and FSL: FY25 4.2% and 5.1%, FY26 3.35% and 3.92%, FY27 year to date 3.19% and 2.32%. Both accounts are trending down, with FSL improving fastest. Edit with 9/17/26, 7:11 PM Dashboard Guide | HPHS Operations https://billing-bloom-dash.lovable.app/guide 2/4
The talking point here is that scale and stability moved in the same direction — engagement and R&R investment shows up in the exit numbers. Pulse Survey tab — employee sentiment Each business card shows only participation and favourability, with organisation-level comparison alongside the business score, and opens into full detail. Payer participation reads 91% against 88% at organisation level and favourability 83% against 78% at organisation level; the trend across surveys is participation 88% in October 2024, 86% in July 2025 and 91% in February 2026, with favourability 86%, 84% and 85%. Location-level results are available inside the detail view, where Hyderabad participation fell 8% versus July 2025. Provider participation reads 76% against 88% at organisation level and favourability 83% against 78% at organisation level. The detail view is a bar chart comparing FPS and FSL across the last two surveys: FSL participation rose from 80% to 88% and favourability from 77% to 78%, while FPS participation dipped from 86% to 76% even as favourability improved from 82% to 83%. How to present it Open on Overview and state the two promises in one line each before touching numbers. Move to HC and lead with the totals — 4,317 Payer and 1,778 Provider — then the site spread. On Attrition, pair the growth number with the attrition number in the same sentence. On Pulse Survey, always quote the organisation-level figure next to the business figure. Use the detail views only when someone asks for site or account depth; the cards carry the headline. Data notes FY27 figures are year to date; earlier fiscal years are full-year. Payer centre-wise headcount totals 4,317 and reconciles with the state view. Edit with 9/17/26, 7:11 PM Dashboard Guide | HPHS Operations https://billing-bloom-dash.lovable.app/guide 3/4
Provider figures are reported separately for FPS and FSL and are not blended. Attrition is shown as a percentage; headcount as an absolute number. All values come from the submitted attrition, headcount, pulse and service data. Edit with 9/17/26, 7:11 PM Dashboard Guide | HPHS Operations https://billing-bloom-dash.lovable.app/guide 4/4