Global Business Services Center (GBSC)
Crawford & Company has established a Global Business Services Center (GBSC) in Manila, Philippines. Initial operations were established on September 1, 2014 and additional operations will be phased-in over a three-year period. The Global Business Services Center is staffed by Crawford employees and allows us to consolidate certain business functions, shared services, and currently outsourced processes. There are a number of benefits associated with the launch of the Global Business Services Center. They include:
- Simplifying how we do things today
- Standardizing the best way of working globally
- Consolidating for greater flexibility and scalability of resources
- Driving growth to enable the launch of new products and services profitably
- Serving as a platform to drive greater business value from support services
- Focusing on operational excellence by using our global scale to learn, innovate, and continuously improve
- Delivering significant cost savings
- Driving enhancements in quality
- Increasing the use of data analytics to create growth opportunities
Philippines Overview
The Philippines is a group of more than seven thousand islands in Southeast Asia located between the Philippine Sea and the South China Sea. The islands are categorized under the three main groups of Luzon, Visayas and Mindanao. The capital city is Manila and the most populated city is Quezon City – which are both part of Metro Manila. The Cebuano language has the largest number of native speakers in the Philippines; however, English and Filipino (based on the Tagalog language) are the country’s two official languages with about eight major languages and approximately 77 major language groups.
Broadspire® Launches Operations in Manila
Broadspire Manila operations is now in production and servicing several areas of Broadspire claims and medical management operations. The new captive initial goal was to bring all the functions performed by the local vendor in house under our direct management. The team consists of 83 employees and among them we have Mark Apilan, director of human resources; Mildred Guerra, director of finance; and Rookie Clamaclang, director of operations. Our nurses, coordinators and agents are performing a variety of functions such as claim case creation, causality review, utilization management, customer service and TCM. Daad McGovern, VP of global medical management services, is instrumental in creating this exciting adventure for Broadspire and continues to facilitate the growth and expansion of the unit. Recently, the Manila team had an opportunity to demonstrate their passion and commitment to Broadspire during a live kick-off visit with Broadspire CEO, Danielle Lisenbey.