This presentation is developed for the Learning and Development departments of Healthcare BPO industry.

1. Healthcare BPO-Training Needs
1
K. Shamshuddin-Training and Development
1/3/2014

2. Introduction
Definition:
 Healthcare BPO is the practice of outsourcing Healthcare projects to the
third party organizations by Healthcare organizations.
 Following are the Healthcare organizations which outsource.
1. Payers: Healthcare insurance companies.
2. Providers: Hospitals, Doctors, Managed care organizations and others.
3. Pharmaceutical Industries:
2
K. Shamshuddin-Training and Development
1/3/2014

3. Healthcare Projects-Outsource
Healthcare organizations outsource following projects.
1.
Medical Transcription
2.
Medical Billing
3.
Medical Coding
4.
Disease Management
5.
Telemedicine
6.
Medical Call Center
Note: The above projects are knowledge and regulation
intensive, demands for training.
3
K. Shamshuddin-Training and Development
1/3/2014

4. Training Needs
#
Project or Service
1 Medical Transcription
2 Medical Billing
4
Training Needs
Medical Skills: Human Biology or Medical Terminology, Basic
pharmacology, Pathophysiology, Medications in U.S. and UK,
Medical Documentation etc.
Non-Medical Skills: Listening Skills, Stress Management,
Typing skills, Writing skills, Grammar skills, Inputs on
Americanisms and accent, Memory skills, Legal issues relating
to health care documentation, Basic computer skills, Medico
legal Ethics HIPAA-5010 etc.
Medical Skills: Human Biology or Medical Terminology, Basic
pharmacology, Pathophysiology, Medications U.S. and UK,
Basics of coding, Medical Documentation etc.
Non-Medical Skills: US Healthcare System, Health insurance
industry- Insurance plans and Insurance lifecycle, Insurance
Claim Forms, Medico legal Ethics, Customer care ethics,
Medical Documentation, Typing skills, Basics of Computers,
Communication Skills, Customer service skills, HIPAA-5010,
Fraud Detection etc.
K. Shamshuddin-Training and Development
1/3/2014

5. Training Needs-Continuation
#
3
Project or Service
Medical Coding
4
5
5
Medical Call Center
Disease
Management
Training Needs
Medical Skills: Human Biology or Medical Terminology,
Basic pharmacology, Pathophysiology, Medications in the
U.S. and UK, ICD-10, HIPAA-5010, Medical Documentation
etc.
Non-Medical Skills: US Healthcare System, Health
insurance industry- Insurance plans and Insurance lifecycle,
Medico legal ethics, Customer care ethics, Typing skills,
Basics of Computers, Communication skills etc.
Telephone etiquettes-Call management techniques, US
Healthcare System, Health insurance industry, Strong
knowledge on services offered, Communication skills,
Customer care ethics, Patient counselling etc.
Healthcare Counselling, Patient Education, US Healthcare
System, Health insurance industry etc.
K. Shamshuddin-Training and Development
1/3/2014

6. Need for Training
 Major gap in demand and supply of trained manpower – An unmet
need.
 Change of regulations e.g. ICD-9 to ICD-10 and HIPAA-4010 to HIPAA-
5010. US Department of Health and Human Services has passed a rule
to replace ICD 9 version with ICD 10 version, effective 01 Oct 2014.
 Workplace basic skills: The skills that are required for effective
functioning in most jobs.
 Training in Healthcare areas for employees (Non healthcare back
ground) who are working for Healthcare projects is primary requirement
of the Healthcare IT companies, Healthcare BPOs, KPOs etc.
Note: Organizations look for training due to change in regulations, Non
healthcare employees, Knowledge intensive, Induction, attrition etc.
6
K. Shamshuddin-Training and Development
1/3/2014

7. Happy Learning!
K. Shamshuddin
Email: shamshct@gmail.com
7
K. Shamshuddin-Training and Development
1/3/2014