Is Client Communication a Challenge in Offshore Billing?

Posted by Deepak Sanghi on August 31st, 2015

Outsourcing medical billing services to offshore medical billing companies is one of the best ways to keep healthcare entities profitable. Understanding its benefits, many US medical billing companies have started partnering with offshore medical billing companies in India. After agreeing upon the terms and conditions, the medical billing outsourcing company signs a partnership with the offshore vendor that promises to provide the requested healthcare outsourcing services. Is signing the agreement papers enough to deliver the expected results? Not really! The real challenges start only later and client communication is one among them. Let us take a look at the importance of client communication:

One of the best practices for offshore medical billing companies is to establish an effective communication strategy with the client. It will greatly help them in providing hassle-free medical billing solutions.   

The Process: As soon as the offshore vendor’s Business Development team brings a client on-board, a client manager is assigned to take care of the operations. Usually, the client manager has a point-of-contact in the client office to oversee the outsourced services.

The Problem: In most cases, the communications happening between the client manager and the client-office operations contact goes unnoticed by the leadership at the client office. Production reports, monthly progress reports, and many more are handled by the client-office operations contact and are not properly escalated to the stakeholders (leadership at the client office). End-of-day, if any issue arises due to miscommunication, the offshore medical billing company will lose the client. Therefore, transparency and involving all stakeholders in the communication is highly essential.   

The Solution:

• In order to maintain a good relationship with the client, an offshore medical billing company must setup proper BCP (Business Continuity Plan) and SOP (Standard Operating Procedures) with ideal two-way transparent communication strategies.

• There must be a single point-of-contact at the client’s office when production reports, monthly progress reports, and revenue reports are delivered. Creating a group email could help a lot. In addition to the client-office operations contact, Senior Managers, and all the leadership must be included in the loop. This way, the transparency in communication allows the client to track the progress and to step–in, if any issue arises.

• In addition to the customary email communications, regular bi-weekly or bi-monthly conference calls and face-to-face meetings should be held to improve business co-ordination.

• If any issue arises, it should be properly communicated to the client as early as possible.

Finding an offshore medical billing company that follows all these practices can be challenging. However, e-care establishes the best client communication strategies while providing outstanding healthcare outsourcing services to its clients.

About e-care India:

e-care India has 15 years of experience in the industry. e-care’s 3 offshore medical billing delivery centers in India, have been providing end-to-end healthcare outsourcing services seamlessly to its clients. To know more about e-care and its services, log on to www.ecareindia.com.