| Name |
Divya Segual |
| Title |
Business Process Outsourcing in Healthcare |
| Authors |
Divya Segual BTech(IIT-D), MBA(IIM-B)
Vice President Marketing |
| Institution |
Apollo Health Street Limited - Hyderabad |
| Abstract |
Introduction
Business Process Outsourcing (BPO) is a growing sector and most of the IT companies are focusing on this sector. According to some estimates, BPO is a $673 billion global market.
The BPO industry can be composed of 4 broad segments viz.
Operations: R&D, Manufacturing, Analytics, QC etc.
Business Administration: Finance & admin, HR & Payroll, billing, Indirect procurements, payments processing etc.
Supply chain management solutions: Procurement, Distribution, Logistics, Warehousing, Inventory, etc.
Sales, Marketing and Customer care: Customer selection, acquisition retention etc.
Among the biggest American companies using offshore programming are American Express, Aetna U.S. Healthcare, Compaq, General Motors, Home Depot, IBM, Microsoft, Motorola, Shell, and Sprint.
Benefits
Focus on their core competencies.
Reduce overheads, operating costs and better utilize internal resources.
Increase responsiveness to customer needs.
Shorten product cycle times.
Decrease financial risks by reducing capital investments.
Improve quality and compete more effectively.
In Indian Perspective
A booming IT industry, with IT strengths recognized all over the world.
Large pool of computer literate and English speaking professionals
India has a stable and supportive government and is one of the world's 10 fastest-growing economies
Wide gap between personnel costs in India and developed countries
The U.S. and India have an average 12-hour time zone difference, which can be exploited to run a 24-hour virtual office
On Healthcare perspective
Revenue Cycle Management for Providers/ Billing Centers.
Health Plan Administration and Claims Processing.
Call Center Services for Providers/ Payers/ Billing Centers/ Clearing Houses.
Healthcare Application Management and Maintenance
Data Center Outsourcing Services
Healthcare e-business Hosting
Learning Services
Challenges:
Business Process Outsourcing requires a good understanding of a customer’s business process, domain knowledge and expected service levels.
Infrastructure and telecommunications are still key issues hampering growth in the country. Indian companies also face challenges overseas, in terms of acceptance of Indian solutions, proven capability and processes, brand, cultural issues and costs.
BPO companies are typically capital intensive and investments have to be made up front to be in a position to ramp up services quickly.
CONCLUSION
Industry needs a tremendous amount of support, commitment and action from the government to put on the fast track basic infrastructure projects, or at least create special, liberal economic zones within the country.
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| Presentation Type |
Power Point Slides |
| Requirements |
Data Projector |
