Exploring BPO Solutions for Telemedicine and Digital Health Services

Telemedicine has become indispensable because it offers ongoing healthcare services to individuals who do not require immediate medical attention. Thus, the United States has enacted legislation to expand telemedicine services.

However, this upsurge has presented challenges for healthcare institutions. Many healthcare professionals lack adequate training in telehealth services, and the notion of virtual consultations and remote medication management is new for most patients.

Medical providers should consider business process outsourcing (BPO) to stay at the forefront of quality healthcare. This article explores the various BPO solutions in the telemedicine and digital health sectors.

BPO solutions for telemedicine and digital health

Telemedicine involves practicing medicine through a remote electronic interface. In 2022, the global telemedicine market reached $87.41 billion. Additionally, the sector can expand from $94.44 billion in 2023 to a substantial $286.22 billion by 2030.

Telemedicine and digital health enhance service efficiency, ensuring the safety of healthcare providers and patients and enabling healthcare delivery in remote areas. These features have prompted numerous countries, including the United States, to contemplate its permanent adoption and integration into existing health systems.

Telemedicine also reduces the need for physical infrastructure and associated costs, resulting in more economical healthcare services. Moreover, patients can save on transportation by eliminating frequent commutes to clinics and hospitals.

Considering these factors, what is BPO’s role in the evolving telemedicine and digital health spaces? This approach provides specialized services that enhance operational efficiency, data management, and patient experience. 

Here are the standard solutions offered by the majority of healthcare BPO service providers:

• Telehealth platform development and maintenance. Outsourcing the development and maintenance of telehealth platforms to specialized firms can ensure the deployment of user-friendly, secure, and up-to-date technologies.
• Patient portal management. This service provides a secure online platform for transferring sensitive medical information and facilitating communication. The platform can also enable test result viewing, appointment scheduling, and prescription management.
• Virtual appointments. Third-party virtual receptionist services handle calls, inquiries, and appointment bookings, providing professional and efficient patient interaction. These services streamline medical consultations, allowing patients to contact virtual receptionists for appointments.
• Remote patient monitoring (RPM). Otherwise known as telemonitoring, this service allows healthcare providers to collect and analyze patient data efficiently, supporting the management of chronic conditions and early detection of potential issues.
• Personal health records (PHR) management. As telehealth usage increases, healthcare organizations require robust data management solutions to organize and maintain accurate PHR databases. Well-managed PHRs enable emergency personnel to have quick access to vital information.
• Billing and coding. Outsourcing billing and coding ensures accurate and timely reimbursement of telemedicine services, minimizing the complexities of healthcare billing and coding regulations.
• Data management and analytics. Outsourcing data management and analytics helps process and analyze large volumes of patient data generated through telemedicine, providing valuable insights for improved patient care.
• Language support and interpretation. Outsourced language support and interpretation services ensure effective communication during telemedicine consultations, accommodating patients from different languages.

Role of BPO in remote monitoring and wearable technologies

Besides telemedicine, BPO is crucial for remote monitoring and wearable medical technologies. These technologies have significantly improved in recent years, leading to a global market size of $26.80 billion in 2022.

Wearable medical technologies enable healthcare providers to monitor patients in real time, gather valuable health data, and improve patient outcomes. BPO offers the following solutions, not only for telemedicine but also for digital health monitoring and wearable technologies:

• Data entry and processing. BPO firms can handle the entry and processing of large volumes of patient data collected through wearable devices and RPM systems.
• Data analysis. Skilled professionals can analyze the collected data to extract meaningful insights, helping healthcare organizations make informed decisions about patient care.
• Monitoring and support. BPO services can provide round-the-clock monitoring of patient data and alerts, ensuring timely response to any critical health issues. They can manage patient inquiries and troubleshoot technical issues with wearable devices.
• Technology integration. BPO providers can assist in integrating new technologies into existing healthcare systems, ensuring seamless connectivity between wearable devices, RPM platforms, and electronic health records (EHR) systems.
• Technological adaptation. BPO services can adapt to and leverage emerging technologies in remote monitoring and wearable devices. They provide healthcare organizations with access to the latest advancements without having to manage the changes internally.

Trends in BPO for telemedicine and digital health

Several notable BPO trends are emerging in telemedicine and digital health, reflecting the dynamic evolution of these sectors. These include:

• Integrated artificial intelligence (AI) and automation. BPO providers are incorporating AI and automation to streamline processes, enhance efficiency, and reduce manual workloads. AI-powered tools are particularly relevant for data entry, appointment scheduling, and billing processes in telemedicine and digital health.
• Personalized patient engagement services. BPO organizations offer personalized patient engagement services, including follow-up calls, reminders, and educational outreach. These services enhance patient adherence to treatment plans and contribute to improved health outcomes.
• Rural telehealth support. BPO services are vital in expanding telehealth access to rural areas. They can support the establishment of virtual clinics and ensure that remote communities can access digital health resources.
• Consistent and accurate data via blockchain. Some BPO providers are exploring using blockchain technology to enhance the integrity and security of health data. Blockchain can provide a transparent and immutable record of patient information, contributing to trust and compliance.

How to ensure healthcare regulatory compliance with outsourcing

The above transformations in the healthcare sector have led to new challenges, particularly in regulatory adherence and data protection. Severe data protection violations can lead to a $250,000 fine and up to 10 years in prison.

To stay proactive in the face of these changes, many organizations consider outsourcing to maintain their focus on patient care. While the practice of outsourcing is not novel, consider the following points when adopting BPO solutions for telemedicine and digital health:

• BPO partners must strictly comply with the Affordable Care Act (ACA), Health Insurance Portability and Accountability Act of 1996 (HIPAA), General Data Protection Regulation (GDPR), and Payment Card Industry Data Security Standard (PCI DSS). Adherence to these regulations is necessary to uphold quality assurance protocols.
• Vigilant enforcement of policies and safeguards is imperative for preserving the confidentiality, integrity, and availability of healthcare data. These include policies covering data breach management and disaster recovery scenarios.
• Communicating expectations, deliverables, metrics, and repercussions for non-compliance in service-level agreements (SLAs) is critical. Include provisions for auditing BPO performance and compliance.

Organizations and BPO vendors must proactively address the following as healthcare evolves in response to technological advancements, novel treatments, and shifting business models:

• Data privacy and security, especially when employing digital health tools such as telemedicine, wearable devices, AI, and blockchain
• Adherence to elevated quality and safety standards to ensure the effectiveness, reliability, and usability of virtual care services
• Ethical and social implications

Compliance remains a pivotal concern for healthcare organizations, given the potential challenges arising from evolving laws, intricate regulations, and rising patient expectations. Non-compliance can lead to fines, legal action, and reputational damage. Opting for a reputable healthcare BPO provider can help mitigate these challenges.

Considerations for outsourcing telemedicine and digital health

BPO has seen widespread adoption among telemedicine and digital health clients. However, amidst the increasing prevalence of its services, it is imperative to consider various ethical and legal aspects. Notable issues in this realm include:

• Ensuring informed consent and autonomy
• Providing information about the risks and benefits of remote therapy
• Safeguarding patient privacy and confidentiality
• Ensuring data protection and security
• Addressing malpractice and professional liability
• Ensuring equity of access
• Upholding the quality of care
• Nurturing the professional-patient relationship
• Adhering to the principle of beneficence or acting for the benefit of others

Here are a few ways to ensure the chosen BPO partner addresses these telemedicine and digital health concerns:

• HIPAA compliance. Striving for security and privacy in healthcare is a direct obligation. Outsourcing to a HIPAA-compliant provider ensures the confidential handling of patient health information and the protection of legal rights.
• Recognition. Trust is paramount in any business engagement, making reputation a critical factor. Conducting a thorough background check is essential when seeking a trustworthy organization for collaboration. Focus the search on suitable organizations before delving into detailed research.

Successful BPO implementations in telemedicine and digital health

A prominent medical imaging company in Fremont, California, sought a dependable teleradiology provider to handle various imaging modalities such as computerized tomography (CT), magnetic resonance imaging (MRI), and x-ray plain film (PF). Its primary objective was to promptly address its backlog, ideally achieving a turnaround time of 12–24 hours.

Key challenges:

• The client faced a significant backlog, necessitating swift teleradiology services.
• Immediate project initiation was crucial, with the client emphasizing turnaround times of 12–24 hours.
• The client had implemented a new picture archiving and communication system (PACS), demanding a learning curve for the team.

Strategies of the BPO team:

• Dedicate a specialized team to deliver high-quality teleradiology services to the client.
• Adhere to the agreed-upon arrangement of providing services within a 12- to 24-hour turnaround time.
• Conduct a brief training session to acquaint radiologists with the client’s PACS software for effective report-reading services.
• Establish a connection on the client’s end to facilitate the commencement of the third-party team’s work.

Resolution:

Upon successful connection establishment, the service provider seamlessly operated within the 12- to 24-hour turnaround time. The third-party team quickly adapted to the new PACS software, enabling the client to efficiently clear its backlog within the desired time frame.

The bottom line

Telehealth is a key touchpoint for healthcare companies, serving as a direct point of patient interaction. It is a pivotal platform that should not be underestimated. Telehealth represents an opportunity to enhance the delivery and receipt of healthcare services.

Optimizing this feature requires collaborating with a seasoned healthcare BPO partner with the necessary expertise, resources, and talent to provide effective telemedicine and digital health services, such as Unity Communications.

Let’s connect to see how we can help you.