​​Credentialing Case Study: Government Health Insurance Administrator

For a large Arizona-based government healthcare insurance administrator, credentialing wasn’t just a process, it was a constant balancing act between backlog, new provider onboarding, and ongoing compliance requirements.

Provider and facility data was arriving in large volumes from multiple sources, often in spreadsheet form, requiring manual entry into core systems – Salesforce, Visual Cactus, and Verifiable. At the same time, the insurance administrator needed to ensure providers were fully credentialed, verified, and eligible to serve members.

Azulity partnered with the internal team to stabilize and scale credentialing operations. We stepped in to manage backlog, support ongoing intake, and create structure within a highly manual, fast-moving environment.

The Approach 

Azulity deployed a dedicated team of credentialing specialists and nimbly scaled the team up and down to support the customer’s volume and needs. They were embedded within our client’s operations, working across provider and facility workflows to:

• Process high-volume credentialing backlogs alongside new provider intake 
• Manually load and validate provider and facility data from external rosters 
• Leverage third-party sources (e.g., CAQH, NPDB) to verify and enrich provider information 
• Ensure providers – CAQH, delegated and ABA – meet eligibility and compliance requirements before activation 
• Manage behavioral health credentialing workflows with different requirements 

“At peak, Azulity scaled the team to 96 specialists…”

At peak, Azulity scaled the team to 96 specialists to address backlog demands, later optimizing to a core team of approximately 52 while maintaining continuity and output.

The Difference 

This was not a traditional “lift and shift” engagement. We were fully embedded within our client’s environment, navigating evolving priorities, fluctuating volumes, and operational complexity in real time. 

Azulity’s strength was in execution. Our team didn’t just advise, we processed the work, adapting to our client’s systems and requirements while maintaining productivity under pressure.

Depending on data availability, each specialist completed an average of 5–8 provider files per day, balancing speed with the need for manual research and validation.

Equally important, Azulity brought leadership at the team level, we supported production management, addressed capacity challenges, and maintained engagement across a large, distributed workforce.

The Impact

Azulity helped our client regain control of credentialing operations in an environment defined by volume and variability.

The result: 

• Significant reduction in credentialing backlog across facilities and providers 
• Sustained production of up to 40 providers per week per specialist, even within manual workflows 
• Processed about 18,000 Provider Certification Applications
• Improved consistency in provider onboarding and data accuracy 
• Resolution of critical compliance gaps, including clearing months of outstanding approval letters to meet notification requirements 
• A scalable support model to manage both backlog and ongoing credentialing demand

What began as a reactive, overwhelmed process evolved into a more structured, sustainable operation.

With Azulity as a partner, this insurance provider gained not just additional capacity but a team capable of stepping in, taking ownership, and keeping credentialing work moving forward, no matter the complexity.

About Azulity