Back-Office Support for Medical Practices & Facilities
What is Healthcare BPO?
Healthcare Business Process Outsourcing (BPO) for back-office support means hiring a third-party provider to handle non-clinical office functions - freeing in-house staff to give more attention to each patient.
This may not only improve patient satisfaction but may also lead to better patient outcomes when your clinical team is not bogged down with administrative work.
If you are a medical provider or you run a medical facility, you should strongly consider healthcare BPO (business process outsourcing). Outsourcing your routine administrative tasks can keep you organized, get you paid sooner, and – if you use an offshore BPO provider – save you money.
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Healthcare BPO: The Basics
Many healthcare providers do not like to think about patients and money at the same time. However, patients, their diagnoses and treatments, and their medical records have a direct impact on the success of their billing and receivables.
Back-office staff have a lot of demands from all directions:
Scheduling patients
Collecting co-pays
Calling insurance companies to verify coverage
Answering incoming calls
Adding documents to the medical record
Faxing prescriptions
Submitting bills to insurance companies
Sending billing statements to patients
Clinical staff are also pulled into administrative duties including updating medical records, tracking down health information from other providers, writing referral documents and diagnostic requisitions, and more.
Healthcare BPO is key to streamlining your administrative functions and keeping things running smoothly.
What Medical Back-Office Processes Can Be Outsourced?
Medical back-office processes that can be outsourced include any non-clinical task that can be done remotely to improve the efficiency of your operation and boost patient experience. For example, insurance billing, medical record data entry, payroll processing, and document control management.
Benefits of Healthcare Outsourcing
Besides the obvious – transforming your office staff from octopus to productive worker – there are important reasons to turn your repetitive tasks over to experienced professionals who do this work every day.
Accurate data entry and experience with automated systems means:
Steadier cash flow
More reliable medical record entries
Faster payment from third-party payers
Greater regulatory compliance
Quicker, more accurate payroll processing
Better creation and tracking of patient bills
Ability to get the most out of your (EHR) software
Improved patient outcomes
Characteristics of a Healthcare BPO Solution
Solutions and services may vary from one outsourcing provider to the next, but following are some of the basic offerings you should look for when selecting a BPO.
Profile of a Specialist in Medical Back-Office Support
Healthcare BPO specialists are highly trained and experienced with the administrative processes that are typical for medical facilities and providers.
They understand electronic health record (EHR) systems, the nuance of third-party billing in Australia, the UK, the US, and most other English-speaking companies.
They are also experienced in preparing payroll for processing, general bookkeeping, document management, and other aspects of running a healthcare organization.
The BPO takes care of hiring, training, oversight, staffing, and payroll so you can get the job done more efficiently – for a lower cost than hiring more in-house workers or using a high-priced temporary staffing agency.
Qualifications & Skills
Secondary education
Some college preferred
Experienced with MS Office and/or Google Suite and other administrative tools
Specifically experienced with EHR software and medical billing processes
Ability to quickly learn new technology
English fluency in speaking, reading, and writing
Excellent verbal communication skills
Good writing ability to draft communications and document events
WHAT MEDICAL BACK-OFFICE PROCESSES CAN BE OUTSOURCED?
“Medical back-office processes that can be outsourced include any non-clinical task that can be done remotely to improve the efficiency of your operation and boost patient experience.”
How it Works
A Medical Office Specialist can do almost anything your in-house employees do, like:
Data entry and transcription
Bookkeeping and accounting
Prepare payroll for processing
HIPAA-compliant data handling
Draft correspondence and create reports
Handle document control systems (DCS)
Online/social media management
Patient satisfaction surveys
Human resources coordination
For an interactive look at general administrative support services, click here.
Responsibilities of the BPO Project Manager
Your assigned project manager’s duties may vary depending on the details of your custom solution, but they generally include:
Frequent check-ins with you
Rapid optimization of your project as needed
Personnel management/staffing
Maintain the workplace for efficiency
Monitor and improve productivity as needed
Data validation and accuracy verification
Data analysis and timely reporting
Ensure services are HIPAA-compliant
Hiring a Healthcare BPO
Outsourcing your electronic health records (EHR) and your billing and other financial processes to the same vendor – along with your general administrative functions – means you have a single project manager who will make sure everything is running smoothly.
Think of your BPO project manager as an assistant to your office manager!
Top BPO firms offer short-term, flexible contracts so you can try remote support on a small scale without incurring huge expenses.
The best part of healthcare outsourcing: More time to focus on what is important – patient satisfaction and improved outcomes.
Speak With an Expert About Medical Back-Office Outsourcing
What matters most is the quality of the BPO that provides the healthcare and administrative outsourcing – not their location. Before you choose a BPO, find out who they serve and what their customers say.
Do you have questions? With over 15 years of full-service outsourcing experience, Murthy and Suresh are happy to answer them.
They can show you the value and opportunity that come with offshore healthcare BPO, and they would be happy to brainstorm with you about your current needs and future plans.
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