Improving patient call management through outsourcing

Efficient communication between patients and healthcare providers is the cornerstone of quality healthcare delivery. 

Every patient call counts. A missed one could mean a missed opportunity for an appointment, medical advice, or billing support. 

However, staffing shortages have grown increasingly frustrating, and many practices risk losing patients and business opportunities.  

Envera Health noted that the average call abandonment rate in healthcare is 7%. For organizations receiving around 2000 patient calls per day, this equated to 140 missed ones.

As a result, those patients seek care elsewhere, highlighting the need for outsourcing solutions. 

How outsourcing improves patient call management 

Business Process Outsourcing (BPO) solutions involve delegating certain business tasks to specialized third-party providers. 

By outsourcing non-clinical activities to a partner like OP360, healthcare practices can benefit in numerous ways:

Ensuring 24/7 availability

Healthcare emergencies don’t adhere to conventional business hours. Patients may call for guidance at any time of the day or night. 

With a dedicated call center team, healthcare practices can provide round-the-clock support. Such accessibility significantly enhances patient satisfaction and loyalty. 

Reducing wait times

Long wait times during a patient call can frustrate patients. It leads to dissatisfaction with the healthcare experience and may even discourage people from seeking the help they need. 

However, with an outsourced dedicated team of healthcare agents, patient call volume distribution becomes more efficient. These agents allow practices to efficiently handle incoming calls, minimizing wait times and improving satisfaction. 

This swift response results in prompt assistance, as well as reduced stress for your in-house staff. 

Streamlining patient portal communication

Over the years, patient-doctor electronic communication has become more widespread. A survey conducted by Dynata found that 80% of patients preferred to use digital channels to reach healthcare providers. 

Patient portals have thus become integral tools for facilitating communication and information exchange. However, managing these portals requires dedicated resources and attention. 

Qualified BPO staff can handle this activity so that physicians can focus on critical patient calls and in-person patient interactions. 

Handling authorizations and insurance claims

Outsourcing prior authorizations and insurance claims simplifies complicated processes. External firms can handle all the tasks requiring coding expertise, insurance knowledge, and regulatory compliance. 

Partnering with BPO companies streamlines the administrative process, reduces errors, and expedites reimbursement. 

Mitigating provider burnout

A recent National Institutes of Health study found that over 50% of providers showed burnout symptoms. Administrative work and increased screen time were listed as the primary stressors. 

Outsourcing administrative tasks allows doctors to allot more attention to patient care. Reducing their workload in this area will help contribute to their overall well-being. 

Cost reduction through strategic partnerships

Contrary to common perception, outsourcing can be a cost-effective solution for healthcare practices. Partnering with the right BPO provider lets you benefit from economies of scale, specialized expertise, and efficient resource allocation. 

Selecting the right BPO partner

Choosing the ideal BPO partner can make all the difference in improving patient call management. 

When evaluating potential partners, you should consider the following factors: 

• Clear communication and alignment with your goals and standards 
• Thorough comprehension of healthcare operations and adherence to healthcare data protection certifications and regulations
• Proven track record and extensive experience in the healthcare sector
• Advanced technological capabilities and compatibility with your existing systems and platforms 
• Quality assurance protocols and performance metrics to ensure service excellence and compliance with regulatory standards 
• Flexibility and scalability to accommodate fluctuating call volumes and evolving business needs
• Flawless reputation of reliability, professionalism, and effectiveness

OP360 offers high-quality BPO solutions that can elevate the entire patient experience. 

OP360 has top-tier agents with a deep understanding of healthcare operations and excellent communication skills. These seasoned agents can help providers handle patient calls more efficiently and effectively. 

If you’re interested in learning more about OP360’s services, contact its experts today to get started!