With the passage of the sweeping healthcare reform act, comes an increased need for medical billing companies to outsource their services. When it comes to finding a healthcare outsourcing partner, there are a few things to keep in mind. Not only do you want great people working on behalf of your business, you also want to consider the companies that provide the following services and skills.
- Financial Efficiency — Healthcare is a business, so making sure your healthcare outsourcing partner keeps revenues and expenditures in check is paramount to the success of your business. Look at the company’s record of streamlining processes and reducing costs without compromising customer experience. Do they constantly look for ways to embrace efficiency? How do they deal with unexpected financial emergencies?
- Customer Service — Outsourcing functions such as human resources and customer relations can no doubt impact your customer-facing presence. Patients are not interested in who is providing the service, but rather the level of service they are receiving. Does the billing service you provide give customers easy access to their bills? Does the outsourced function provide clear and consistent communications to the medical facilities you serve? Does the partner have the processes and tools in place to provide top-notch, personable service to your customers?
- Focused on Outcome — Outsourcing services means you are no longer in control of those services, which can be a blessing and a curse. Do your partner company’s core values align with your company’s? Are they focused on augmenting your goals and objectives or are they just working for a paycheck? How does the company measure its success? Do they have clear benchmarks in place to show quantifiable results?
- Continuous Quality Improvement — Is the prospective healthcare outsourcing partner committed to improving its services and passing those on to your customers? Are they willing to make infrastructure improvements to increase efficiency and service? Can they maintain a level of service while adapting to new technologies or trends in the medical billing industry? It is also important to note whether the outsourced staff are certified by or compliant to healthcare organizations/associations because this can assure you of a higher probability of quality work delivery.
- Solid References — Your prospective health outsourcing partner should have an established track record and they should be willing to share those references with you. Did they meet objectives or exceed them? If they are no longer partnered with a company, find out why. Is your prospective partner an industry leader producing high quality services? Do your research on potential problems the outsourcing company.
- An Overall Fit — Even with all the data and analysis, the reference checks, etc., finding a good partner comes down to finding the right fit for your medical billing company. Sometimes it all comes down to comfort.
If all of the research reveals a strong company that you would be comfortable doing business with, then saying “You’re hired!” should be the next step.
Author: Jeffrey de Jesus
With his exposure to the outsourcing industry since 2003, Jeff was able to share and implement his leadership insights with respect to managing business process accounts, particularly in the healthcare department. Jeff has also taken part in assessing the fundamentals of the company’s operational processes, utilizing his experience as an Operations Manager across different verticals, identifying and executing methods that can improve the quality of workflow in the company. Jeff’s experience is not only limited to the Healthcare solutions as his capability in handling Customer Support is also mirrored in the successes that the company has achieved.
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