How healthcare BPO can improve patient outcomes?

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Image by Drazen Zigic on Freepik

The healthcare BPO industry is on a fast track to growth. As highlighted in a recent study by India-based market research platform Market sand Markets, the global healthcare BPO market is projected to reach nearly $470 billion by 2026 from roughly $296 billion in 2021, with a compound annual growth rate of approximately 9.6%. This upward trajectory underscores the increasing recognition among healthcare providers of BPO’s pivotal role in improving patient experiences and outcomes. Let’s discuss their role in detail in this post.

Understanding the basics of healthcare BPO

Partnering with a healthcare BPO is a strategic solution where organizations entrust non-core functions to external specialists. This practice arises as a way to overcome the challenges that can impede medical professionals’ primary responsibilities. By outsourcing tasks like revenue cycle management, medical billing, and claims processing, medical experts can focus on patient care without being burdened by administrative tasks. It preserves their availability and expertise for those seeking medical attention.

By leveraging the expertise of specialized providers, medical professionals can dedicate their energy to delivering quality healthcare while outsourcing partners efficiently manage non-medical activities.

The boundless potential of BPO for healthcare organizations

In the following section, we will look at the profound role of healthcare BPO services in improving the operational efficiency of hospitals and medical institutions.

Effortless management of administrative tasks

Offloading administrative tasks, like medical billing, managing the claims process, and reports management, to skilled BPO service providers eliminates delays and manual errors as these professionals are well-versed in the intricacies of such administrative functions. This strategic delegation allows medical personnel to devote more focused attention to patient-centered responsibilities.

Quality documentation and compliance 

To ensure the protection of patients’ sensitive information, healthcare organizations must follow stringent data protection regulations such as HIPAA, CDI, and ICD, among others. Entrusting these compliance responsibilities and associated documentation to BPO service providers, who are well-versed in these regulations and laws, ensures utmost adherence to the guidelines.

Utilizing technology

Through the utilization of advanced technology, BPO service providers incorporate electronic health records (EHRs) and data analytics capabilities into medical workflows. This integration facilitates the synergy of data and processes, leading to enhanced data-driven decision-making and the ability to provide well-informed patient care.

Scalability 

Using BPO services allows healthcare organizations to scale their operations efficiently. BPOs can quickly adjust to higher workloads during periods of high demand, ensuring that patients continue to get improved care. 

Efficiency and cost-cutting

By utilizing economies of scale and optimizing processes, BPO service providers may significantly reduce operating expenses. Statistics show that outsourcing healthcare activities help hospitals cut their spending by 30% to 60%. It enables the hospitals/medical practices to allocate funds for improved treatment procedures and research & development.

Elevating patient satisfaction through healthcare BPO 

Let’s look at how outsourcing non-core functions to seasoned BPO service providers can offer a range of benefits to patients and enhance their overall satisfaction.

Improved communication and accessibility

Healthcare BPO offers enhanced communication, often capitalizing on geographic and time zone advantages. BPOs provide support and assistance around the clock, ensuring that patients can access information, such as their test results & appointment schedules, and seek help 24×7 without hassle or long wait times. This leads to enhanced patient satisfaction.

Personalized patient experience

Incorporating data collection services into the offerings of BPO service providers has become a prevalent strategy. These providers collect and thoroughly examine a range of patient data, encompassing medical records, scheduling specifics, medication adherence, and anticipatory insights. This comprehensive approach to data empowers healthcare professionals to promptly detect emerging health issues, thereby enabling early interventions and personalized care. By harnessing these derived insights, BPOs facilitate enhanced communication, seamless coordination, and heightened patient satisfaction. Additionally, they provide valuable support to doctors in delivering timely and tailored treatments.

Reduced billing errors and quicker claims processing

About 80% of medical bills contain errors, primarily attributed to the substantial volume of patient claims processed daily. To uphold precision and reliability, healthcare providers have the option to outsource claims processing, effectively alleviating the burden of their workload. 

Feedback loops

Healthcare BPO makes creating efficient feedback loops between patients and healthcare providers easier. BPO teams can compile positive and negative patient feedback and convey it to healthcare organizations for ongoing improvement. Patients are more satisfied when they feel their thoughts are appreciated and improvements are made based on their feedback.

Multichannel support

As hospitals extend their reach across various communication channels, BPOs have taken on a critical role in managing these diverse platforms. These include websites, social media, emails, and more, all of which provide avenues for patients to connect with healthcare professionals. BPO service providers are crucial in ensuring smooth communication, allowing patients to easily access hospitals for appointments, providing feedback, and general inquiries.

How to select the right healthcare BPO partner?

Selecting a healthcare BPO partner necessitates a strategic approach to ensure optimal outcomes. Here are some crucial considerations:

Compliance and security

Prioritize BPOs with a proven track record of upholding stringent healthcare regulations, such as HIPAA. Verify their compliance through audits and documentation, ensuring the safety and confidentiality of patient information.

Domain expertise

Opt for a BPO with specialized knowledge in healthcare processes. A deep understanding of medical terminology, coding systems, and industry workflows ensures accurate patient records and billing handling, reducing errors and enhancing efficiency.

Technology infrastructure

Evaluate the BPO’s technological capabilities and compatibility with your systems. Seamless integration is essential for real-time data exchange, efficient communication, and streamlined workflows.

Quality assurance

Inquire about the BPO’s quality control mechanisms. Robust performance metrics, regular audits, and continuous improvement initiatives guarantee consistent service excellence and alignment with your organization’s standards.

Communication channels

Effective communication is paramount for a successful partnership. Choose a BPO that establishes clear channels for collaboration, updates, and issue resolution. A dedicated point of contact enhances transparency and ensures prompt response.

Cultural alignment

Assess the BPO’s cultural fit with your organization. Shared values and communication styles foster more vital collaboration, minimize misunderstandings, and drive better outcomes.

References and reputation

Research the BPO’s reputation within the healthcare industry. Request references from current clients to gain insights into their experiences, level of satisfaction, and outcomes achieved.

Scalability

Ensure the BPO can accommodate your organization’s growth and changing needs. Scalability guarantees that the partnership remains effective and efficient even as your operations expand.

The bottom line

The benefits of BPO can be encapsulated in one phrase – “Increasing Efficiency, Elevating Care.”

BPO is an innovative solution in a world where healthcare organizations struggle with rising expectations, economic challenges, and complex regulatory frameworks. 

Outsourcing leads to healthcare organizations leveraging the best of experience and cutting-edge technology. It also allows better resource allocation and provision of improved patient care. Parallely, it benefits patients by delivering more effective and affordable healthcare as medical professionals can now dedicate their complete attention and focus to patient care. Therefore, BPO streamlines efficiency and improves care in the complicated healthcare field.