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/
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
New Trends in the Healthcare BPO industry
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
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
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.