The healthcare outsourcing industry is, hands down, one of the most complex, highly regulated, and expensive business areas in the world today. As such, the need for high-quality healthcare outsourcing services has increased exponentially over the past few years1, so it’s no surprise that more and more companies are outsourcing their business processes to BPO companies to keep up with the rapidly increasing demand.
Healthcare BPOs, or the Healthcare Outsourcing industry itself, allows organizations to outsource, streamline, and/or expand their healthcare operations to focus on what matters most: delivering quality service and patient satisfaction.
Healthcare BPO is a type of business process outsourcing (BPO) where administrative and other functions of a medical or healthcare organization are outsourced to another company. It’s a growing industry that helps healthcare companies offer better services to patients—from medical billing to insurance processing.
Healthcare outsourcing companies take over crucial projects such as:
Today, companies are constantly looking for ways to stand out, develop new technologies, and innovate. They want to be able to adapt and grow so that they can stay competitive.
By hiring an outsourcing company to run the call center or handle various processes, healthcare institutions can focus on other aspects of the business that require more time and attention of in-house employees. Because of this, healthcare institutions can improve processes and focus on providing a top-notch patient experience.
Patient experience is the most critical part of healthcare outsourcing. To guarantee the quality of service, healthcare BPO companies use key performance indicators to keep track of their goals.
Healthcare outsourcing companies use patient experience KPIs that may include the following2:
These KPIs allow healthcare BPO companies to monitor which areas of their services require improvement. For instance, if the average hold time indicates higher numbers than expected, outsourcing companies may increase staff to meet the surge of calls. First contact resolution, average hold times, and other KPIs are directly linked to customer satisfaction—once one of these KPIs dip, then customer satisfaction, or other areas of operations, may be affected.
The healthcare industry has evolved, and so should the BPO industry’s services. It’s up to business process outsourcing companies to ensure they can keep up with those changes.
When it comes to outsourcing services, there’s no “one size fits all.” Healthcare providers need to ensure the BPO company they choose can provide the specialized expertise that fits their needs.
Here are some things to look out for in a healthcare BPO company:
A healthcare provider’s biggest challenge is how to stay relevant in a climate where the demand for high-quality services is always shifting. The rise of digitalization has hit the healthcare industry hard, and it’s likely that demand will continue to increase as the industry adopts more digital tools and technologies.3
Healthcare outsourcing continues to grow as more companies begin to outsource their needs for medical transcriptionists, medical coders, and other healthcare professionals. Here are some other outsourced services in the healthcare industry:
Healthcare platform, service, and device support. This service provides support and assistance to the platforms, software, and devices that clients utilize to keep their processes running steadily and securely.
That means that if BPO companies want to keep their business moving forward, they also have to find new ways to meet the needs of healthcare while also keeping up with changing industry trends. These ways may include drastic changes in technology and staffing—both things that outsourcing companies can provide with the highest quality in mind.
With only six full-time employees in their in-house contact center, a regional chain of clinics required a solution that would enable them to handle the increased call and email volume driven by their newly-opened clinics. As a first-time outsourcer with vital work that needed to be accomplished, the client urgently required a reliable, established outsourcing partner who could not only manage logistical concerns such as scheduling appointments but who could swiftly and accurately triage patients’ needs and determine the required level of care.
Focusing on our Teammates’ process adherence, empathy, and attention to detail enabled Us to deliver patient delight at scale. Enhanced reporting analytics helped Us to create new efficiencies to lower the client’s cost to serve.
As the world’s fastest-growing outsourcing service provider, TaskUs has always been on the cutting edge of healthcare solutions—from around-the-clock omnichannel support to consulting, we provide nothing but the best. Our services, consisting of Digital Customer Experience, Trust + Safety, AI Services, and Risk + Response, Consulting, and Learning Experience Solutions are perfected to provide necessary solutions to the healthtech industry from the inside out.
At TaskUs, we believe that a company’s success is determined by its people. Our employees are our greatest asset, and we’re committed to attracting and retaining them through our people-first culture.
The Ridiculously Good formula for advancing the healthcare industry is You + Us.