Healthcare BPO: Meaning and Examples

Introduction

What is Health BPO?

Healthcare BPO involves outsourcing business functions, including administrative work, by medical organizations. This allows medical professionals to focus solely on patient care. To enhance customer service and shift to proactive patient-doctor care, hospitals, and healthcare facilities can benefit from partnering with a medical BPO provider.

Health BPO Services

Healthcare BPOs handle both clinical and non-clinical outsourcing, managing revenue cycles and data. These tasks can burden hospitals and divert attention from patient care. By evaluating your healthcare operations, you can identify areas that could benefit from third-party providers. This assessment enables you to make informed investment decisions aligned with your specific needs.

Non-clinical services outsourced include:

Coding and billing

The coding and billing of thousands of health records daily can lead to errors and delays without sufficient expertise. Healthcare BPO services address this challenge by reducing coding and billing errors and expediting insurance processes. These tasks are carried out by trained medical specialists, allowing doctors to focus on patient care and allocate more time to enhancing healthcare services.

Data management in healthcare involves various activities such as mining, cleaning, processing, converting, and entering data, including PIM (Patient Information Management). Healthcare providers deal with significant volumes of data daily, encompassing billing records, patient insurance information, diagnoses, test/lab reports, prescriptions, and drug lists. Automating these tasks is crucial to prevent errors and ensure accuracy, freeing up practitioners and decision-makers to focus on their core responsibilities.

Claim Process

Claim processing is a critical aspect of the medical industry, where providers must submit precise and error-free insurance claims. As the number of claims increases, ensuring accuracy becomes challenging. Outsourcing insurance claims processing to a reputable healthcare BPO is a smart choice. These service providers utilize advanced manpower and resources to process medical claims efficiently and accurately.

Services IT

Relying on legacy systems in your healthcare facility hampers capacity and hinders the ability to deliver an excellent patient experience. Traditional systems are often slow, impeding efficiency, and outdated systems pose risks to data privacy. If you face constraints in terms of staff and budget, consider IT outsourcing as a viable solution. Partnering with a BPO provider allows you to access skilled IT professionals at a cost-effective rate, enabling you to overcome technological limitations.

Medical

Enhancing customer experiences is crucial for business success. Delivering exceptional patient care not only improves your brand image but also positively impacts your cash flow. Consider outsourcing aspects of your patient care, such as your contact center, to improve facility performance and expedite response and resolution times. With the growing demand for immediate action, partnering with an omnichannel outsourcing vendor allows you to stand out and meet the expectations of 68% of medical patients who seek real-time engagement.

Medical dictation

Medical transcription involves converting audio or video recordings into written text. While it may appear simple, it can be challenging, especially for transcriptionists unfamiliar with medical terminology. Given the time and labor-intensive nature of transcription, outsourcing this function is a beneficial choice. When outsourcing, it's important to select a BPO supplier that adheres to HIPAA regulations to safeguard patient data. By starting with less-experienced non-clinical work and keeping your specialty in-house, you prioritize your patients' experiences. Outsourcing complements your existing services and operations, allowing you to focus on delivering exceptional care.

Should You Outsource?

Hospitals should consider outsourcing due to financial uncertainties, as some struggle to generate sufficient revenue to cover costs. Additionally, labor shortages contribute to rising wages, further straining budgets. Apart from the financial aspect, there are other compelling reasons to leverage healthcare BPO services.

Administrative work is time-consuming

Administrative work and documentation are essential for maintaining records, but they can be a distraction from patient care. By hiring medical outsourcing services, healthcare providers can free up valuable time for more critical tasks and prioritize patient care.

Fierce competition for talent

Shortages of healthcare workers pose a significant challenge, with 70% of hospitals reporting that talent competition negatively impacts their operations. As a solution, outsourcing is becoming a viable option for filling jobs in the medical field. Remote working arrangements also help alleviate burnout among healthcare professionals.

Changes in patient healthcare expectations

Customers, including healthcare patients, seek convenience and accessibility, desiring tech-powered healthcare experiences. However, 47% of individuals feel that the healthcare industry prioritizes its own objectives over patient needs. To meet patient expectations and prioritize their care, outsourcing customer service to a reputable medical BPO is recommended. By partnering with a reliable service provider, healthcare organizations can ensure high-quality care for their patients.

Benefits of healthcare BPO prevent costly mistakes

The medical field is subject to numerous regulations, particularly regarding health insurance and patient records. Providers must handle sensitive information with the utmost security and compliance. Failure to adhere to these regulations can result in costly consequences. Outsourcing to a BPO service provider that complies with HIPAA ensures industry compliance. By partnering with such a provider, healthcare organizations can ensure adherence to billing regulations and avoid any oversight.

Boost data recovery and storage

Healthcare facilities must encrypt sensitive and fast recovery data. Data storage and recovery are issues for healthcare workers without IT skills. These operations are safer when outsourced to a trusted service provider. They duplicate lost data to recover it. Digital information is more secure and easier to recover than paper.

Provide Channel-wide Consistency

A wide variety of people use various platforms. Channel hopping is disappointing because customers get inconsistent experiences across channels. They must repeat info. Different channel experiences affect your organization's professionalism, brand image, and patient loyalty. Customers get frustrated by repeated info. Omnichannel customer service with a BPO company combines platforms. It improves information flow and communication consistency.

It's important to involve and inform patients.

Give patients meaningful information before they need it to feel empowered. Outsourcing to an omnichannel provider with analytics lets you expect each engagement. Touchpoints connect patients to their preferred channel. File by date, confirm appointments, highlight progress, or report client information with this tool.

Conclusion

The article explains healthcare BPO, its meaning, and its benefits. Healthcare BPO saves money and time while providing great care. An exceptional patient experience makes a lasting positive impact. Modern technologies, anticipating patients' needs, and knowing their trips can create unique experiences. As a result, they boost customer loyalty. Unity Communications improves patient care, lowers expenses, and boosts image. We'll help you set up your business.