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New Trends in Healthcare BPO


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Evidence based insights gained through data mining in healthcare can generate enhanced business outcomes,
improved customer loyalty and higher revenues.

Published in: Business, Technology
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New Trends in Healthcare BPO

  1. 1. New Trends in Healthcare BPO Healthcare organizations have long relied on business process outsourcing (BPO) as a means to improve operations, speed up transactions, and cut costs. However, with technological advancements, the expectations of both service providers and clients have reached new levels. As a result, they have started working together to improve value using industry knowledge, innovative technology, and data analytics/ data mining. The traditional outsourcing goals of cost savings, improved functionality and decreased compliance risks are simply minimum requirements now. Being competitive in the current global scenario needs much more as businesses need to work at a higher level of insight and performance. The focus is now on making meaningful use of transactional data to generate enhanced business outcomes such as innovativeness, quicker marketing, improved customer loyalty and higher revenues. New Trends in the Healthcare BPO industry
  2. 2. The services that are commonly outsourced by the healthcare industry are insurance claims processing, adjudication and receivables management, medical billing and coding, radiology reporting, and medical transcription. New trends and developments are visible in all these domains - Companies have become more comfortable in outsourcing critical functions and activities to outsourcing partners. When they see external providers performing better than they can, they readily assign core tasks and functionalities to gain maximum benefits. - Another trend is the increased use of data mining techniques. Raw data generated across the healthcare ecosystem is being used to attain greater insights into business for improved decision making. Proper decisions are driving improved operations, innovative products, and better customer service. - Companies are realizing that they are fully tapping the potential of the applicability of analytics. Many organizations are resorting to data cleansing so as to trace customer segments. Analyzing the mined and cleansed data can find applications in devising different responses for target segments, in the accurate prediction of responses, and to build different actions and corporate responses into business processes. Application of Analytics in the Healthcare Sector In the healthcare sector, analytics vary across marketing, clinical, operational and financial domains. Usually in the financial domain, analytics can improve processes, identify customer needs, expand the customer base, and prevent fraud. In other areas such as clinical research, analytics helps business decision-making. Enhancing data quality: - Evidence-based insights and clinical knowledge can be made to work with patient-specific information to personalize care. The long-term success of the transformation efforts of healthcare providers would depend on reducing errors in the data. Such data can then be analyzed to effect meaningful changes for long-term success. Attracting Customers: - Attracting their targeted group is a major challenge that healthcare service providers face. Better understanding of customers can be achieved by applying customer analytics tools. By predicting consumer’s responses clearly, resources can be realigned to handle customer interactions effectively. Preventing with Prediction: - BPO solutions can provide predictive capabilities for continuous optimization of business processes such as claims management. For instance, one system detects patterns in claims data and then takes action on segmented queues of claims. Moreover, it can also predict sources of errors and direct actions accordingly, thus continuously improving the process and benefits. Healthcare organizations can implement analytics techniques in-house or they can seek the help of a service provider. Associating with a reliable service partner is better, as the new generation of BPO in the health industry is business-outcome driven. But customers must think about their business goals, and is the relationship
  3. 3. with the BPO Company to attain those goals before deciding to partner. Moreover, they should enquire about the cost savings, operational efficiencies, and other related aspects to that they have made the right choice. Using analytics successfully in a BPO solution depends making sure that the service provider has sufficient experience and insight across the specific process or function.