Toll Free: 1 800 371 6224 | US: +1 650 204 3191 | UK: +44 8082 803 175 | AU: +61 1800 247 724 | Philippine Local No: 63-2-83966000

Toll Free: 1 800 371 6224 | US: +1 650 204 3191 | UK: +44 8082 803 175 | AU: +61 1800 247 724 | Philippine Local No: 63-2-83966000

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Home | Blog | Become A Patient-Focused Health Organization Through Healthcare BPO

Become A Patient-Focused Health Organization Through Healthcare BPO

By Magellan Solutions

Updated on June 13, 2024

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Make Use of Healthcare BPO To Deliver Efficient Healthcare Services

A study indicates that 47% of consumers say healthcare is industry-focused when it should be patient-focused.

Business comes first, and second, the patient’s needs. This has always been the case when it comes to delivering healthcare services.

But the pandemic changed the status quo. It highlighted how healthcare facilities deliver their services, highlighting efficient customer solutions. All the while, doctor-patient satisfaction was guaranteed.

This is where healthcare BPO comes into play. The healthcare BPO industry is growing, with a projected CAGR of 10% and reaching $312 billion by 2025.

This does not mean providing healthcare services that deal solely with medical and life science. Patient satisfaction beyond medical assistance is also a must. It also means freeing healthcare facilities from repetitive and time-consuming tasks. This results in more focused healthcare professionals who deliver what they do best—accurate and efficient healthcare to their patients.


What Is Healthcare Outsourcing?


This is where healthcare facilities contract non-core tasks to an external company. The go-to has now become healthcare BPO companies in the Philippines and India.

The basic model of healthcare services involves a patient seeing a doctor, obtaining a diagnosis or getting a prescription, and that’s it. What is not taken into consideration is that administration is crucial to this oversimplified scenario.

Healthcare outsourcing lessens healthcare facilities’ burdens when it comes to administration. Thanks to this service, the days of manual coding of medical records and overdue processing of patient claims are over.

Patient records are now digitized and live in the digital world. Claims processing is accomplished in a snap.


Tasks Mostly Contracted to Healthcare BPO companies in the Philippines


1. Healthcare Call Center Services

This is screening patient calls and sorting them based on their needs and services. Their calls are forwarded to the department or medical professionals they need. Appointment setting and follow-up on checkup schedules fall under this service.


2. Medical Billing Services

A patient could avail of many services in one consultation. Most of the time, this involves many departments. Tracking is tedious, and you cannot expect your medical practitioners to do so.

You are not paying them for it, and it distracts them from their core job of caring for patients.

Healthcare BPO can do this for your healthcare facility. Their staff are experts and have tons of experience in this task. You can ensure accurate and seamless medical billing, which your patients will appreciate.


3. Medical Coding

For this service, you need someone with knowledge and expertise about medical codes. These are the following:

  • ICD (International Classification of Disease)
  • CPT (Current Procedural Terminology)
  • HCPS (Healthcare Common Procedure Coding System)

Inferior knowledge could cause losses and damage to your medical facility. That’s why it’s necessary to look for a healthcare BPO with this knowledge.


4. Medical Transcription

This task zooms in on familiarity and a high-level understanding of the medical field, such as jargon and phrases exclusive to the healthcare industry. Accurate transcripts of patients’ medical information are crucial for doctors and nurses so they can provide accurate and efficient medical diagnoses.


5. Insurance Claims Processing

This is important, but it is not so important to dedicate an in-house team to this service, as doing so is not intelligent and costly. Healthcare BPOs can ensure accurate and fast processing of insurance claims, as they have the knowledgeable staff and infrastructure to do so.

These healthcare customer solutions work hand in hand with your core medical services. As you ease up with these tasks, you deliver better healthcare services to your patients.

Healthcare BPO overall improves the performance of your in-house staff and medical practitioners.


Why Healthcare BPO Companies in the Philippines Should Be Your Top Choice?


If you are considering outsourcing non-core medical tasks, the Philippines is your best choice. This is not mere lip service; there are reasons why this country should be on your priority list.


1. Proven Healthcare Experience

Healthcare BPO is just beginning to peak. BPO companies in the Philippines are among the first to jump on the bandwagon.

Their staying power and becoming a key player in the market only means this country is a top choice by healthcare facilities worldwide. This contributes to their rich experience in delivering services regardless of the requirements.


2. Access to Specialists

The Philippines has one of the largest nursing talent pools. This creates the ideal blend of medical background and customer service compatibility, as English skills and cultural affinity come naturally to these people.

Also, this country has a deeper understanding of Western medical care. Communication and industry barriers are never a problem.


3. International Standards Compliance

Most healthcare BPO companies in the Philippines follow internationally recognized standards, including ISO and HIPAA. ISO, in general, is for quality management systems. At the same time, the ISO 27001 family covers information and data security.

The medical industry greatly emphasizes the Health Insurance Portability and Accountability Act or HIPAA. Compliance with this is a must for healthcare BPO companies worldwide.

This provides credibility to a healthcare BPO company. The fact that they emphasize the security of patient data and any medical-related information also reflects your medical facility as a whole.


Healthcare Customer Solutions Beneficial To Your Medical Facility

Healthcare outsourcing, when done right, is beneficial to your medical facility. You can also extend benefits to your patients and customers in general. What are these?


1. Higher Profits

Outsourcing can increase medical facilities’ revenue by 30% up to 60%. How is this possible? Outsourcing enables you to hire specialists for your non-core tasks. But with increased efficiency. All of these are at an affordable but reasonable price.

Also, you do not have to worry about recruitment and office spaces for these staff. This translates into huge savings, which you could invest in medical innovations to improve your services. Overall, you are increasing your profit margins.


2. Focus on Patient Care

Patient care is a priority, as patients are the lifeblood of your medical facility. Outsourcing non-core medical tasks enables your medical practitioners to focus on what they do best: delivering top-notch healthcare services.

Your doctors and nurses can make diagnoses and accurate prescriptions. Through the help of correct and accessible medical records. Which your outsourced staff prepared with efficiency.

They don’t have to rummage through endless documents. Just zoom in on the information contributing to the medical problem.


3. Expand Practice Offering

It would be best to treat healthcare BPO as an investment, not a band-aid solution. By freeing your medical facility of these non-core tasks, you can expand your services. Saved costs now act as an investment in things and manpower that directly impact your patients. This, in turn, allows you to expand your services in all directions.


4. Improve Customer Service

The healthcare industry is among the services with poor customer service. This does not mean bad medical practice in general; it is more about how the medical facility interacts with its patients after providing medical services.

You cannot expect medical practitioners to entertain after-care services all the time. But it would be best if you did so as a medical facility. This gives your patients that you care even after their consultation.

Also, their feedback could help you address their pain points before, during, and after they avail your healthcare services.


5. Access to Diverse Professionals

Any healthcare facility does not only run on its ability to care for patients but also on the administration and how they run the facility efficiently. Healthcare BPO helps provide the necessary and skilled professionals to help you assist with tasks concerning admin duties such as payroll, claims verification, and other mundane tasks.


6. Data Security

Data and information security are crucial for the healthcare industry. They deal with sensitive information, such as patient records, medical history, prescriptions, inventory records, etc. Your healthcare BPO can help you store and manage such important information in the cloud following HIPAA-compliant security protocols to ensure its safety.


Magellan Solutions Is Your Healthcare BPO


You are on the right page if you are looking for a healthcare BPO. Magellan Solutions is a top healthcare BPO company in the Philippines. With over 17 years in the service, we acquired industry experience relevant to the medical field. We can provide staff with medical background and expertise to process your non-core tasks.

Magellan Solutions is ISO 27001:2015-certified and HIPAA-compliant. We take pride in our information management and security protocols.

Your outsourcing strategy should not be a matter of life and death. Call us today for your free 60-minute business consultation.

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