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If you’re reading this article, chances are — you or your team are feeling a little bit overwhelmed by underwhelming, tedious, and time-consuming healthcare management tasks.
You are seeking out a solution to the endless backlog of data entry, medical billing, and many other back-office activities that feel like they are taking your time and attention away from the entire purpose of your work: your patients.
We get it, because we’ve seen your stress on the faces of so many of our clients and partners within the healthcare space. In such a rigorously regulated environment where actual lives are on the line, we understand that not a single detail can drop through the cracks.
And no matter how hard you try on your own, your in-house team simply can’t find the time to catch up while still giving your patients the care they deserve. That’s where outsourcing those tasks to a trusted business process outsourcing (BPO) partner like Enshored comes in.
By taking time-consuming, backlog-inducing tasks such as medical billing, claims processing, patient scheduling, transcription services, and customer service support off of your team’s plate and delegating them to an experienced BPO provider, you free yourselves up to get back to the work you set out to do.
But what does outsourcing your business processes and front/back-office tasks actually look like within the healthcare space? Let’s explore why more than 90% of U.S. hospitals have outsourced at least one of their processes to a strategic BPO partner like Enshored.
According to a study by Medical Healthcare Solutions Inc., “billing errors cost the medical sector about $20 billion each year,” leaving “98% of C-level executives actively considering adopting outsourcing.”
This trend is highlighted in the growing value of the global healthcare outsourcing market, which is expected to reach $312 billion by next year — with the U.S. healthcare outsourcing market expected to follow alongside that growth and reach $66 billion by 2025.
There are several reasons for this boom in demand for business process outsourcing in the healthcare space:
Now, let’s dig into demystifying what business process outsourcing is and how it works for healthcare.
Business process outsourcing (BPO) in the healthcare space involves healthcare orgs assigning certain business functions to external BPO service providers.
These functions may include medical billing, claims processing, patient scheduling, transcription services, and customer service support. Healthcare providers can streamline their focus on patient care by partnering with an experienced BPO provider like Enshored to efficiently manage these specialized healthcare and medical tasks.
Outsourcing provides numerous advantages for healthcare organizations, including: cost reduction, enhanced service quality, and access to advanced technology and expertise that may not be internally accessible.
Additionally, experienced BPO providers will implement strict compliance measures to uphold crucial medical regulations like HIPAA, ensuring patient privacy and data security are maintained.
By outsourcing these business activities to a BPO partner, healthcare organizations can improve business operations, boost patient satisfaction, and increase efficiency/effectiveness in a highly competitive industry.
Essentially, outsourcing enables healthcare professionals to concentrate on their primary mission of patient care by utilizing the advanced technology, teams, and expertise of specialized BPO firms to efficiently manage non-core tasks.
The increasing adoption rate of BPO in healthcare stems from the necessity for improved patient outcomes through enhanced operational efficiency, cost reduction, and adherence to strict regulatory standards.
In fact, Healthcare Weekly has estimated that the healthcare BPO market will reach nearly $500 billion by 2026.
A Look Back at the History of BPO in Healthcare
Business process outsourcing (BPO) gained popularity in the healthcare space in the early 2000s as healthcare organizations sought ways to reduce costs and enhance operational efficiency due to increasing administrative tasks.
The industry started with medical billing and coding — and has now grown to offer various services due to technological advancements and the necessity of compliance with HIPAA and other strict regulations.
The progression of BPO within the healthcare industry has been characterized by a rise in specialization and the use of advanced tools to improve service quality and patient well-being.
Where’s the Market Trending?
The current healthcare BPO market trends reveal a focus on advanced technologies like artificial intelligence and machine learning to improve efficiency and accuracy in administrative tasks.
The data also shows a growing need for services that guarantee regulatory compliance and data security, especially with the growth of telehealth and remote patient monitoring.
Healthcare providers are looking for outsourced solutions that comprehensively combine revenue cycle management and patient engagement services.
There’s a wide range of specialized BPO services that healthcare facilities can utilize. These include:
1. Claims Processing
Outsourcing claims processing activities benefits healthcare providers by improving the efficiency of insurance claim procedures, minimizing mistakes, and accelerating the reimbursement process.
This service helps meet regulations and improves revenue cycle management efficiency while properly billing for healthcare costs to meet the demand for healthcare services.
2. Medical Coding
Healthcare organizations can guarantee the precise translation of medical procedures and diagnoses into standardized codes by outsourcing medical coding, which is essential for billing and filing patient claims with an insurance company.
Keeping up with the latest coding standards for healthcare services is essential for BPO coders to minimize claim denials and file patient claims properly.
3. Medical Transcription
Outsourcing medical transcription services allows healthcare providers to efficiently and accurately transcribe voice-recorded audio files into written medical records.
This service helps manage patient records efficiently, improving care quality and administrative processes while strictly maintaining HIPAA compliance.
4. Data Management
Data management outsourcing involves managing and securing extensive healthcare data to guarantee accuracy, accessibility, and compliance with privacy laws.
The service provides secure data entry, storage, retrieval, and analysis to help improve decision-making and operational efficiency.
5. Telehealth
Outsourcing telehealth services enables healthcare providers to conduct patient consultations and care remotely, thereby broadening the reach of medical services.
This involves overseeing telehealth platforms, coordinating schedules, and communicating with patients for smooth and effective virtual healthcare services.
6. Patient Care
Outsourcing patient care services involves handling non-clinical tasks like scheduling appointments, making follow-up calls, and coordinating care.
This allows healthcare providers to concentrate on direct patient care while upholding high patient satisfaction and engagement levels.
7. IT Services
Outsourcing IT services in healthcare provides various support areas like infrastructure management, cybersecurity, software development, and technical support.
Healthcare IT outsourcing assists healthcare organizations in keeping strong and secure IT systems to guarantee continuous operations and data security.
8. Financial Services
Outsourcing financial services tasks to a trusted BPO partner can remove a significant workload from practices/clinics and can help lower overall operating costs.
By partnering with a BPO for medical billing services, healthcare providers can help improve cash flow and increase access for patients to pay their healthcare costs.
The right BPO partner can also help with other redundant tasks (ie: verifying patient insurance details to ensure proper patient services are provided) and help avoid billing errors or hiccups.
Delegating tasks to a trusted BPO partner can help your healthcare company drastically improve operations. But you don’t have to take our word for it. Here are some of the top reasons why many organizations in the healthcare industry work with a BPO provider:
One seamless experience across all customer service channels
Outsourcing customer service to a healthcare-specialized BPO helps maintain a consistent patient experience through various communication channels like phone, email, and online platforms.
Consistent support enhances trust and patient satisfaction through reliability and accessibility.
Proactive notifications and engagement with patients
The right BPO provider can enhance patient engagement by sending proactive notifications about appointments, medication refills, and preventive healthcare reminders.
This proactive approach helps improve patient adherence to treatment plans and reduces the likelihood of missed appointments.
Meaningful interactions and personalized support
BPO providers are equipped to facilitate meaningful interactions with patients by offering personalized and empathetic support in the patient’s native language.
These interactions address patient needs effectively and foster a sense of care and trust, ultimately enhancing the overall patient experience.
Cross-functional cost savings
Outsourcing allows healthcare organizations to lower operating costs across functions and teams without compromising quality care.
Working with specialized healthcare outsourcing services reduces labor costs for non-core functions in the practice — and ultimately, helps provide a better customer experience for patient treatment.
There are several factors to keep top-of-mind when selecting a BPO service provider for your healthcare organization. Hint: the ability to maintain compliance and regulatory requirements is absolutely essential when onboarding a BPO team.
1. HIPAA Compliance
BPO providers operating within the healthcare space must strictly adhere to HIPAA regulations to protect patient privacy and data security in all processes and systems.
Compliance is essential in preventing data breaches and upholding trust with patients and regulatory bodies.
2. Proven Track Record
A healthcare BPO provider with a proven track record shows reliability and expertise in efficiently managing complex healthcare operations.
3. Business Continuity
Healthcare BPO providers have strong contingency plans to maintain service without interruption, even in unexpected situations.
Reliability is essential to keep healthcare operations running smoothly and ensure patient care remains uncompromised.
4. Quality Control Measures
BPO providers should maintain high standards by implementing rigorous quality control measures to ensure tasks are performed effectively.
Conducting audits and evaluations regularly ensures accuracy and efficiency in delivering services.
5. First-Class Technology and Infrastructure
The top BPO providers use advanced technology and state-of-the-art infrastructure to support their operations.
The right BPO partner for your healthcare business should already be investing in top-tier technologies that enable efficient processing, data security, and scalability to accommodate increasing demands.
Enshored’s global team of experts provides extensive knowledge and experience in managing crucial healthcare tasks like medical billing, claims processing, data management, and patient support.
The healthcare companies that have trusted Enshored to outsource these tasks have reported an increased ability to concentrate on core medical duties, along with improved patient outcomes and higher satisfaction levels.
Additionally, Enshored’s dedication to HIPAA compliance guarantees the secure management of patient data in compliance with regulatory requirements, thereby minimizing breach risks and upholding trust with clients, patients, and stakeholders.
Enshored also utilizes advanced technologies and infrastructure to deliver flexible solutions customized to the organizational requirements of the healthcare companies we serve.
Our experienced team works closely with your staff to analyze and resolve specific challenges, offering insights and strategies for ongoing improvement based on previous proven successes.
These BPO services can help your organization achieve a more efficient workflow, improve business continuity, and stay ahead in the ever-changing healthcare industry.
What does outsourcing mean in healthcare?
Outsourcing in healthcare involves contracting third-party service providers to manage various administrative and operational functions. This allows healthcare organizations to focus on core activities like patient care while benefiting from the expertise and efficiency of specialized external providers.
What is the role of BPO in clinical research?
BPO services support data management, patient recruitment, monitoring, and regulatory compliance in clinical research. This additional support helps streamline the research process, improve data accuracy, and ensure adherence to regulatory standards, ultimately speeding up the development and approval of new treatments.
Is a BPO provider the same as a call center?
BPO providers are not the same as call centers, though call centers do fall within a subset of BPO services. The BPO category encompasses a wide range of outsourced business functions for improved efficiency, including finance, HR, IT, and customer service — while call centers specifically handle customer support channels and communication tasks over the phone and via email.
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