Overview
- A Roseville-based healthcare company sought help from OutsourceRCM due to the lack of resources for call center operations.
- OutsourceRCM's implemented efficient processes and scaled from one to 72 staff, achieving 98% accuracy and a 24-hour turnaround.
- The client saw operational improvements, higher accuracy, faster turnaround times, and enhanced customer satisfaction.
The Story of our Customer
- The client, established in 2008 in Roseville, USA, provides RCM and SCM services to healthcare practices.
- They sought a proficient team and workflow for healthcare record management, billing, and calling services.
- The client has been using OutsourceRCM's for these services for 8 years, sourced via their official website.
The challenge
- The client faces challenges in managing healthcare data due to inadequate staff and lack of secure technology, which is affecting business continuity.
- OutsourceRCM's, through several discussions, identified the client's need for skilled personnel and enhanced process expertise.
- The client requires a more efficient workflow for healthcare data management, including secure file transfer, expert call handlers, and improved billing support.
The Solution
- OutsourceRCM's provided resources to enhance customer support services in the client's decade-long healthcare process.
- The firm implemented a secure workflow, assigning staff to a central location, assuring quality checks, and utilizing expert knowledge libraries.
- We introduced efficient methods for file submission, demo entries, client billing, payment postings, AR and EV calling, and AR analysis to streamline healthcare processes swiftly.
The Result
OutsourceRCM's improved our client's healthcare support services efficiency, reducing data management time and enabling a tech-based feedback system through secure end-to-end support.
- Achieved 98% and above accuracy
- Ensured a 24-hour TAT (Turnaround Time) on every file received
- Deployed 1 FTE initially and scaled the operation to 72 experts to handle healthcare support over a 3-year period
- Achieved greater operational excellence and customer satisfaction due to improved process handling
Leverage Healthcare BPO Expertise to Serve Customers Better
OutsourceRCM is a leading business process outsourcing company with qualified talent housed in 5 global delivery centers across the world. From inbound support services to outbound call center solutions, we offer everything you need in terms of human capital, process knowledge, technology stacks, infrastructure support and quality assurance to scale your business processes.
Get connected with us right away if you're looking for a trustworthy, profitable, and collaborative healthcare BPO partner to help you achieve your objectives.
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