There are many benefits to moving away from handling certain services internally and having them handled by a Business Process Outsourcing (BPO) company, but many companies and medical practices are nervous about making the change. Continue reading to learn the most common concerns about outsourcing, plus discover the various ways in which this option can save you money.
Common concerns about inbound services
Too often consumers who aren’t familiar with BPO services assume that inbound services are simply a glorified answering service, but that’s not the case. With the proper BPO provider, a thoroughly trained employee who is able to convert callers into customers/clients/patients will answer every incoming call. They not only know the essential elements of customer service, but they learn the specifics of your company. When it comes to inbound services, you can outsource any of the following:
- Phone call answering
- Appointment setting
- Lead qualification
The number one reason a client (or potential client) will go elsewhere is due to lack of service. This makes it critical that your calls are answered immediately by a knowledgeable and courteous representative.
Common concerns about outsourcing insurance verification services
Healthcare practices can save considerable time, and avoid costly mistakes, by outsourcing their insurance verification services. However, it’s common for these practices to have concerns about confidentiality. The good news is that if you’re working with a reputable Healthcare BPO provider they will be well aware of HIPPA laws and will follow them to the letter. Remember that their entire business relies on building trust with their clients – and that trust would be non-existent if they didn’t go the extra mile to make sure confidential information is kept confidential.
Common concerns about using medical billing services
No matter how many patients a health care facility has, no matter how great their level of service, and no matter how long they’ve been in practice, if medical billing isn’t done correctly there won’t be any money made. For that reason, it’s completely understandable that a practice would hesitate to outsource their billing needs.
The truth is that the majority of claims denied by health insurance companies are denied due to billing mistakes. Whether the wrong insurance company is billed, there are coding errors, or a simple mistake was made, these denials can lead to wasted time at a minimum and lost revenue at a maximum. Working with a BPO actually helps to reduce these issues – not increase them.
Only the largest health care practices have an employee whose full-time job is medical billing and collections. Most practices have an employee who handles numerous tasks and medical billing and collections are simply a part of that. It’s understandable that a person who hasn’t devoted their career to this complicated practice would make mistakes. On the other hand, those working for billing and collection departments at BPO offices do this work full time. They not only know the process inside and out, but they keep up on constantly changing regulations and rules.
BPO Services provide an opportunity for more one-on-one time with patients
Many companies have resisted a move to a more tech savvy platform because they believe that sticking with their tried and trusted methods means focusing more on patients and less on technology. The reality is that every minute your employees spend answering simple phone inquiries, booking appointments, and handling billing inquiries is a minute they’re not spent with your patients.
Let’s face it: as a medical professional your main priority is the quality of your patient’s care. Outsourcing the business aspect of your practice allows you to focus solely on care. You’re freed up to spend the time you need with each and every patient, you’re freed up to study the latest medical findings, and you’re freed up to find ways to build your practice and improve the quality of care you can give.