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Control Practice Growth, Revenue, and Peace of Mind – Healthcare BPO Perspective


Even the busiest, most productive business executives have experienced the uncomfortable angst of having a hefty to-do list. Before you know it, the pile of outstanding tasks becomes seemingly unmanageable. When a provider accumulates too many outstanding claims, many have a tendency to avoid them altogether. Important claims and simple tasks fall between the cracks and the practice ends up losing money-not to mention the lost potential revenue due to poor customer service. As if that isn’t bad enough, imagine the disappointment and regret when realizing the unpaid claims had simple, straightforward solutions.

Nothing can be more daunting as laying in bed late at night wondering and worrying what you are doing wrong with your practice. Anxiety can create feelings of

  • worry,
  • uneasiness, and
  • dread

Anxiety is related to situations perceived as uncontrollable or unavoidable.

But it does not have to be like that. What if you had a way to better manage your office, to increase productivity, organization, and communication? Imagine a system that creates good rapport within the office, improves the patient experience, assists in patient referrals, and gets your claims paid in full and on time. What would that kind of management system do for your practice? How would it affect your business? What would better business do for you personally?

Most providers rely on memory-management to manage their to-do lists. How often have you discovered that the task you asked for was not done? Memory-management is unreliable. When a provider’s office is memory-managed, tasks are lost. Memory-management results in

  • spotty unpaid claim follow ups,
  • missing documentation and
  • office mistakes that hurt patient engagement and compliance.

Without patient engagement and satisfaction, patient loyalty erodes, your no-shows starts climbing, and you lose both revenue and patient referrals.

What if you had a system that tracked each task individually? What if that system tracked the backlog of outstanding tasks for each person separately? When staff members are specifically assigned tasks with complete tracking of execution and completion, there is a raised level of personal accountability as well as empowerment. The equation is simple: every task that is documented in the system does not have to be memory-managed. You establish your peace of mind as soon as your entire to-do list is documented in the system. As soon as you have defined a list of items, you can measure its length, which defines the size of your backlog. You can see how a reduced claim backlog results in increased revenue. You gain the sense of calm control.

Individual task tracking and backlog monitoring is especially useful for Business Process Outsourcing (BPO) management. Process outsourcing allows companies to focus on their core competencies without losing the quality of all other, less strategic, tasks. BPO has become increasingly popular in healthcare industry; the BPO segment is currently worth approximately $1.6billion — and growing. The advantage of hiring a BPO is twofold: labor price arbitrage and elimination of personnel management overhead. The disadvantage is that outsourced processes are difficult to track remotely.

That’s where a centrally managed ticketing system is especially useful. In a centralized task management system, each task has a separate ticket. A ticket contains required data and it is presented to the providers only when they need it. Such ticket alerts enable effective and efficient process workflow. The entire ticket workbench is periodically prioritized so that the top priority tickets and claims automatically surface to allow staff members to complete and close the tickets on time.

Aura BPO Services PVT is a healthcare BPOs that utilizes a centralized task management system. Aura reduced 2,795 claims on their provider’s bench over a 5 month period, which resulted in an increased collections of $111,000 at an average of $40.00 per claim.

“I’ve been using this system for over five years and find this most suitable for any size of business,” says Narayanan Subramanian, CEO at Aura BPO Services. “It links the practices and billing team so efficiently that one can forget traditional tools like email, telephone or fax. Excellent web based interface with highly secured network. Extraordinary reporting functionality. Ticketing system to correspond with all stakeholders and ensure 100% clean claim submission. I would strongly recommend ticket based workflow management for billing companies and practices.”

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