A high performer TPA is by definition composed by a well dimensioned and motivated structure and highly skilled professional, both on the technical side and on the managerial/program management side.
Multi Serass has all these capabilities in fact:
C levels have all covered managerial position in their former experiences
the GM is a former Senior Manager of a primary consulting firm – specialised in the Claims area of the Stategic Consulting Line
claims handlers are very skilled, have different backgrounds (lawyers and other), and experience (junior and senior). Training is both on the job (through the support of internal specialised trainer) and out of the job (through external professionals). Rewarding system is based on target of challenging closing ratio

Above all for corporate clients management, it is a success factor the program management capability, useful to identify the right processes and to find out quickly emerging issues…
An effective program management structure has the capability of
- analyzing existing clients processes, identifying further improvement areas, drawing sustainable alternative scenarios to mach the Parties interests
- monitoring the effects deriving from processes implementation, making clear presentations to Company’s management of the issues and of the proposed actions (both “quick wins” and “long term” interventions), any time with figures support
- managing with impressive flexibility/quickness any issues, also the ones out coming from other process actors (i.e. backlog waves: in this case it is crucial that the TPA’s structure can build up in few days a task force to delete the backlog)