The Role of BPO in the Telehealth Industry

Telemedicine is rapidly emerging as the preferred approach for caregivers, healthcare organizations, and clinics globally. It positively impacts healthcare systems and optimizes information and communication technologies (ICTs) to deliver accessible, secure, and cost-effective services across geographical boundaries.

However, telehealth poses several challenges. Hence, many medical practitioners consider business process outsourcing (BPO) to make the workload more manageable and assist patients better.

This article delves into BPO’s role in telehealth services, the benefits and challenges of contracting healthcare BPO companies for this function, and real-world examples. Keep reading to learn more.

Key Areas Where BPO Can Streamline Telehealth Services

Telemedicine is gaining traction globally, offering healthcare access to remote and underserved communities. Thirty-seven percent of adults used telemedicine in 2023, and the usage increased with age. However, telemedicine encounters various hurdles, such as issues related to cost, technology, and regulatory barriers.

Healthcare BPO services can help. So, what is BPO in healthcare? It involves subcontracting certain business functions to external service providers. 

The BPO services available for the healthcare industry include various activities, administrative tasks, and support functions not directly related to patient care. However, these non-core tasks are essential for the overall operation of healthcare organizations.

By leveraging BPO solutions in telehealth, healthcare providers can enhance the efficiency, accessibility, and overall quality of their services. They can focus on delivering quality patient care and improving the patient experience. 

Here are the key areas where BPO can contribute to the optimization of telehealth operations:

• Appointment scheduling and reminder services. BPO providers can manage appointment scheduling, rescheduling, and reminders, ensuring that healthcare providers have a well-organized and efficient schedule.
• Patient registration and data entry. BPO services can handle patient registration, data entry, and electronic health records (EHR) updates, reducing administrative burdens on healthcare staff.
• Teletriage and remote patient monitoring (RPM). BPO teams can assist in tele-triage services, assessing the urgency of patient needs. They can also help with RPM, collecting and analyzing data from wearable devices or other monitoring tools.
• Billing and claims processing. BPO providers can manage billing, claims processing, and revenue cycle management (RCM), ensuring accurate and timely financial transactions for telehealth services.
• Customer support and telehealth helpdesk. BPO teams can provide customer support services through dedicated call center services. They can address patient questions and technical issues and offer assistance using telehealth platforms.
• Data security and compliance. BPO partners can assist in maintaining robust data security measures, ensuring compliance with healthcare regulations, and safeguarding patient information throughout telehealth processes.
• Transcription services for telehealth sessions. Healthcare BPO offers transcription services for virtual care, converting spoken words into written records. This process is essential for maintaining accurate medical documentation.
• Language support and interpretation. BPO can provide language support and interpretation services, facilitating communication between healthcare providers and patients who speak different languages.
• Quality assurance and performance monitoring. BPO firms can conduct quality assurance assessments on telehealth interactions, ensuring protocol adherence and service quality. Performance monitoring can help identify areas for improvement.
• Information technology (IT) support and infrastructure management. BPO providers can offer IT support for telehealth platforms, ensuring seamless connectivity, troubleshooting technical issues, and managing the overall IT infrastructure.
• Training and education services. BPO companies can assist in training healthcare staff on the necessary tools, educating them on best practices, and ensuring a smooth transition to telehealth services.

Benefits of Leveraging BPO in Telehealth Services

A study shows that 72% of patients desire personalized information about their treatment recommendations and health conditions to enhance their understanding of treatment plans and increase compliance.

Optimizing BPO in telehealth services facilitates a faster and more efficient exchange of information between doctors and patients. The BPO team manages data delivery, enabling healthcare professionals to concentrate on providing accurate and personalized services to patients.

Outsourcing firms assist hospitals in adopting telehealth technology. Below are some ways outsourcing benefits healthcare companies:

• Increased patient accessibility. Collaborating with third-party providers lets healthcare institutions access a broader network of medical professionals, allowing them to provide extensive expertise. This capability ensures that patients can acquire specialized care that may not be readily accessible locally.
• Access to specialized knowledge. Providing high-quality telehealth services requires a profound understanding of technology, medical protocols, and regulatory compliance. External telehealth providers bring this technical expertise to the forefront, ensuring institutions deliver top-tier services without developing in-house proficiency.
• Emphasis on core healthcare services. Outsourcing telehealth services enables healthcare providers to prioritize their core services. Delegating telehealth responsibilities to third-party experts allows medical institutions to focus on their primary mission—delivering high-quality healthcare to patients.
• Reduction in administrative workload. Telehealth outsourcing also eases the administrative burden on healthcare providers. Administrative tasks such as scheduling, billing, and data management can be time-consuming and resource-intensive. By outsourcing these responsibilities, healthcare institutions can streamline operations.

Challenges of Outsourced Telehealth Services

When healthcare providers leverage BPO opportunities, a critical stage is the implementation process. This phase encompasses various challenges that impact the effective integration of outsourced telehealth services into the current infrastructure:

• Integration with existing healthcare systems. A key challenge is ensuring seamless integration with current systems. Bridging the gap between the hospital’s and the BPO company’s systems involves technological adjustments and workflow adaptations to facilitate the smooth incorporation of outsourced telehealth services.
• Workflow optimization. Telehealth’s potential to enhance healthcare operations relies on meticulous workflow optimization. Every aspect of the outsourced process, from appointment scheduling to patient consultations and follow-ups, must be finely tuned to maximize efficiency and minimize disruptions.
• Data security and privacy. Protecting patient data is critical when outsourcing telehealth. Potential data breaches can erode patient trust and expose healthcare providers to legal repercussions. Therefore, robust security measures and strict privacy protocols are indispensable to safeguarding sensitive healthcare data.

Is Outsourced Telehealth Worth It?

Opting for outsourced telehealth services is worth it, given its cost savings.

To illustrate, suppose you are constructing a telemedicine platform. This technology incurs costs ranging from $150,000 to $250,000, depending on software type, feature complexity, design integrations, and developer rates.

The good news is that you do not have to engage in-house specialists for app development. Several BPO companies proficient in telehealth are ready to assist. Numerous reputable software development providers can deliver customized software solutions at an average hourly rate of $25 to $50.

Successful Real-life Example of Outsourced Telehealth

AKLOS Health, an inventive healthcare startup based in Dallas, wanted to address the limitations of traditional physical rehabilitation. The founders decided to develop a digital platform for physiotherapy exercises and progress monitoring to provide a fully personalized remote physiotherapy solution.

AKLOS Health initially conducted an in-person assessment by a therapist to combine offline and online rehabilitation strengths. Subsequently, it provided continuous online feedback, adjusting the therapy program based on the patient’s performance.

Recognizing the need for an experienced healthcare IT consulting and development partner, AKLOS Health turned to a BPO company.

With the assistance of the outsourcing firm, AKLOS Health successfully implemented a wearable-based physiotherapy platform comprising a mobile app and a web app. In these applications, data from Xsens DOT wearable sensors evaluate the motion range of patients’ joints and therapy progress.

The Bottom Line

Telehealth solutions are more cost-effective and efficient with a BPO company. Your medical practice need not worry about hefty equipment expenses or staff training to stay current. With outsourcing, you can access reliable and trusted telehealth solutions without breaking the bank.

Consider Unity Communications, a business solutions provider committed to delivering excellent patient care and financial success. Let’s connect to explore BPO’s role in empowering your telehealth and healthcare services!