Skip to main content Skip to footer

Healthcare

Healthcare BPO: Key benefits and strategic importance

Medical and healthcare professionals are some of the most indispensable elements of a healthy economy. Healthcare networks, emergency medical response, and medical and pharmaceutical infrastructure need to be harmonised if they have to accessibly and valuably contribute to the public. The healthcare BPO industry has taken up the mantle of aiding these streamlining efforts.

The global healthcare industry is undergoing significant transformation, with the market for AI in healthcare projected to reach $188 billion by 2030 and telemedicine easing patient care burden by 25%. This paradigm shift is driven by factors such as the rise of digital health technologies, increased demand for personalised patient care, and the ongoing pressure to enforce healthcare cost management.

The healthcare industry needs help with administrative tasks, insurance, billing, and other ancillaries, without which, the patient experience would not be uncomplicated. Infosys BPM provides end-to-end healthcare BPO services that harmonise, standardise, and transform processes. The domain expertise and trust earned by Infosys BPM help re-engineer healthcare workflows for better performance and comprehensive solutions for the changing dynamics of the healthcare industry.


Challenges in the healthcare industry

The healthcare industry faces a range of challenges, many of which stem from operational and administrative inefficiencies. These hurdles strain healthcare providers and reduce the quality of patient care, warranting effective solutions. Below are some of the key challenges:


High operational and administrative costs

The rising demand for healthcare services and complex regulations have led to an increase in administrative expenses. Processes like billing, claims processing, and medical coding are resource-intensive and require constant updates to meet regulatory standards.


Lack of technological expertise

As the healthcare industry becomes more reliant on AI, EHR, remote patient monitoring, data analytics, and telemedicine, many organisations struggle to keep up. These technologies require significant financial investment and specialised expertise. This gap often results in delayed implementations, underutilised resources, and an inability to harness the potential of digital transformation.


Data security and management issues

With 84% of Americans saying they would divulge their medical data through their devices, the volume of sensitive patient data being stored and transmitted electronically is already skyrocketing. Healthcare organisations are prime targets for cyberattacks due to the valuable information they handle. Ensuring compliance with regulations such as the Health Insurance Portability and Accountability Act (HIPAA) while maintaining robust data protection measures is a complex and costly task. Many healthcare service providers lack the expertise and resources to manage data securely, exposing vulnerabilities.

To address these challenges and ensure their strong footing in the markets, healthcare organisations must consider the help of healthcare BPO services that provide technologically proficient and cost-effective expertise for non-core business functions.


Key benefits of healthcare BPO

In healthcare, BPO firms handle tasks like customer service, technical support, and facility maintenance, either fully or partially. Depending on the Service-Level Agreement (SLA), these tasks can be managed offshore, nearshore, or onshore, allowing healthcare providers flexibility in outsourcing. With outsourced healthcare revenue cycle management and claims processing, in-house teams can focus on patient care.

Here are the most notable benefits of healthcare BPO:


Operational efficiency and expertise

Healthcare BPO enhances operational efficiency by streamlining time-consuming tasks such as billing, claims processing, and data management. Outsourcing allows healthcare providers to reduce administrative burdens, cut costs, and focus on core services. BPO providers offer expertise, ensuring that these processes are managed by professionals well-versed in industry best practices, compliance requirements, and cutting-edge technologies​.


Improved patient care

Outsourcing administrative tasks helps healthcare organisations redirect resources and focus on improving patient care. With non-clinical functions delegated, medical professionals can freely concentrate on patient needs, resulting in better health outcomes and higher patient satisfaction. Healthcare BPO service providers can also enhance support services like scheduling, inquiries, and patient follow-ups.


Patient experience

Healthcare BPO services improve patient experience by offering reliable, scalable support services such as call centres and customer inquiries. This allows patients to access information quickly and resolve issues effectively, fostering higher satisfaction. BPO providers can personalise interactions with the help of advanced analytics, ensuring that patient needs are addressed swiftly and empathetically.


The strategic importance of healthcare

Standardise Healthcare Operations with  Cutting-Edge Solutions

Standardise Healthcare Operations with Cutting-Edge Solutions

Healthcare providers can focus on delivering high-quality care while leveraging the technological and operational strengths of BPO providers. Enlisting a BPO service for healthcare businesses is a long-term and strategic business choice. Below are the key strategic advantages of healthcare BPO.


Advanced analytics and AI for decision-making

The integration of advanced analytics and AI into healthcare BPO services enables more informed, data-driven decisions. BPO companies use AI tools to analyse large datasets, optimise processes such as claims management and billing, and identify trends that can improve patient outcomes. The efficiency offered by BPO providers has contributed, in no small part, to healthcare BPO covering 5-10% of all BPO deals in the market.


Proactive compliance and cybersecurity

Adhering to stringent regulations like the HIPAA and General Data Protection Regulation (GDPR) allows healthcare providers to navigate the challenges of data security. Healthcare BPO providers are equipped with the expertise and technology to manage sensitive data securely while adhering to regulatory frameworks.


Scalable crisis management

Healthcare BPO has constantly proven its ability to scale operations quickly, especially during crises. During pandemics or sudden increases in patient volume, healthcare providers can struggle to meet the needs. Outsourcing, however, offers scalable solutions that allow rapid expansion without compromising quality.

A well-equipped BPO provider offers unquestionably superior technological prowess and strong domain expertise. While choosing the BPO service provider, healthcare organisations must look for end-to-end services for benefits administration, member management, claims administration, provider management, analytics, care management and clinical services to be able to provide the best possible patient care.


Recent Posts