Call centers are becoming pervasive in many industries across the nation and the world. BPO service providers, consulting services, financial services businesses, and many other B2C and B2B businesses leverage call centers to support their customers. There now exists over 28,000 telemarketing and call center businesses in the United States, and the industry continues to expand.
Although automation and technology have transformed many aspects of the healthcare industry, patients still choose human interaction over computerized voice to manage their care. When we think of the healthcare industry, it provides us a basic view of Doctors and Nurses buzzing through the hallways of a hospital. But, there, in addition, is a lot more to the scenario. Being one of the essential components, back-office operations play an equal role in keeping the healthcare industry running successfully on a 24/7 clock face. But unfortunately, Healthcare organizations are not always fully equipped with resources to serve customers efficiently, thereby resulting in outsourcing their Medicare services to expert healthcare BPO.
A 2019 market study reflects that the global healthcare outsourcing market is estimated to reach $449.6 billion at a 12.3 percent compound annual growth rate by 2023. The expanding need to reduce critical mistakes, minimize operating costs, and deliver better services will eventually drive market growth.
Why healthcare call center services are critically important to providers and patients:
As Mckesson stated, a healthcare call center is a resource “that helps make sure that every patient is set on a positive path” as they deal with a bigger number of needs and options.
The healthcare call center handles appointment scheduling and provides patients with information about illnesses and services offered. Healthcare call center services provide that human touch, providing both inbound and outbound communication. But completely focused on patients’ engagement with their healthcare providers. A call center manages appointments and provides patients with updated information about illnesses, healthcare resources, various services, and other critical information to a patient’s care plan.
Presently healthcare Call Center agents are with expertise in handling a variety of functions stretching. From data entry to medical claims processing up to medical billing. As a result, organizations that support outsourcing can save time, office space, and money by outsourcing their supply chain to reliable healthcare call centers.
Top two benefits of hiring a healthcare BPO services provider:
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Customer/Patient Recruiting and Retention:
The lengthy process of hiring and training employees is expensive and burdensome for healthcare facilities. Especially for the positions that fall outside of your organization’s specialty. For example, a team responsible for recruiting at a healthcare facility has experience in hiring clinical resources. However, they may not be able to fill hourly non-clinical positions like a patient sitter or a housekeeper. Therefore, when you choose to outsource, the recruiting duties fall on the shoulders of the healthcare BPO partner, which has its own hiring team.
The BPO agents thoroughly understand the nuances in support service staffing volumes, like seasonal voluntary turnover. And show up equipped to keep consistent staffing levels. Another benefit of outsourcing to medical call center partners is that they have the ability to offer flexible options. This was truly visible during the pandemic times when healthcare facilities were forced to lay off, furlough, or temporarily remove staff. A good provider of healthcare call center services can find other options for those team members. This can include transferring to another location or cross-training for other required positions. Then, as the organization stabilizes and is ready to ramp operations back up. The BPO company has maintained the resources needed to provide staffing.
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Tools, Training, and Technology
If 2020 has taught us anything, it would be that you need organizational ability to succeed. When any unexpected mishap comes your way, you need to stay ahead of the curve in terms of finding quick solutions to problems. Travel, hotel, and healthcare industries started to depend on the perception of safety, cleanliness, and risk to combat fear and build trust with the patients and customers. The reality behind this is you may lack the expertise to shift gears in these departments. In the healthcare industry, meeting your patient or visitors’ expectations requires redesigning operating models. Also adjusting training programs, and implementing the latest technology — things that are outside of your business’s core focus.
The perk of working with a healthcare BPO services provider is that you’re not just outsourcing staffing. But also the tools, expertise, and technology to make the rapid changes your patients expect.
If you are choosing a healthcare BPO, you need to take a closer look at the tools. Below are a few important things that every BPO should have:
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- Training programs backed by an L&D team that keeps training content updated and can make adjustments as per your requirements.
- Expert knowledge in the most effective tools and equipment to ensure maximum quality and cost savings.
- Enabling technology platforms that help teams function more smoothly and offer real-time visibility into performance metrics.
Wrap Up
Healthcare BPO is so much more than just a simple way to save money. It gives you access to resources and expertise that requires to meet the changing expectations of the patients. Outsourcing to medical call center companies can help your organization become more resilient and trustworthy.