Month: July 2020

Benefits of Outsourcing Revenue Cycle Management

The increased demand for care is placing a huge burden on medical service providers. While healthcare providers face challenges when processing essential business transactions due to limited IT integration and automation, collecting payments, tracking and coding claims, and determining the patient’s eligibility and authorization may add another layer of responsibility to them. 

Revenue cycle management (RCM) plays an integral role in managing these types of activities in the healthcare setting where it caters patient scheduling and registration, insurance eligibility verification, medical coding, claims submission, claims management, payment collection and reporting. In return, you can enjoy the benefits of outsourcing RCM in the healthcare sector.

Outsourcing RCM allows you to focus more on caring for patients

The administrative tasks and paperwork consume a lot of time and effort. Outsourcing RCM helps the healthcare staff focus on the other medical services of the institution and core activities of health care. All the team will have all hands on deck dedicated to patient care. Monitoring RCM may only distract them from maintaining high standards in medical diagnosis and intervention.

It increases care efficiency and enhances your patient’s experience

Outsourcing enables you to acquire highly skilled personnel with enough experience capable of achieving the quality output you desire. These personnel can achieve efficiency and develop strategies that optimize profitability. With skilled RCM professionals to be part of your team coupled with the right technology at hand, standard billing errors like entering the incorrect name of the patient, and wrong CPT codes can be significantly reduced. Error-free billing helps a healthcare facility improve its reputation and lessen unnecessary stress to your patients which results in a more pleasant care service experience.

It lightens the administrative workload

In the healthcare sector, paperwork and medical billing tasks are tedious and tiresome, especially during treatment updates and changes. It would be best if you got experts to avoid stress and frustration involved in learning new processes, rules, and procedures which can be effectively handled by RCM experts. They can take care of day- to- day RCM activities like patient scheduling and registration, insurance eligibility verification, medical coding, claims submission, claims management, payment collection and reporting.

It increases revenues 

The use of experts enables healthcare providers to optimize reimbursements. A devoted revenue management team streamlines and simplifies the recording and administration tasks, making it more controllable and transparent. The professional expertise guarantees effective management of services by applying accurate coding and billing rules leading to improved performance.

Your outsourcing RCM partner can ensure timely reimbursements because they don’t handle medical functions and can fully focus on collecting and verifying patient’s insurance and document the diagnosis and treatment correctly for proper medical coding. This gives you more time to focus on patient care and other billable patient activities. 

Cost-efficient

Most importantly, outsourcing RCM services should greatly reduce your operating costs. Local talent is costly, and RCM services require dedicated, highly trained employees and regular oversight. By contrast, a good outsourcing company will be able to quickly find highly trained and available experts for a fraction of your local cost.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. 

Below are some of the experts we can gather for the unique RCM needs:

  • Medical Coders
  • Medical Billers
  • Clinical Abstractors
  • Patient Concierge
  • Medical Review Specialists
  • Others

Let’s work together to build a great Revenue Cycle Management (RCM) Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

4 months ago No Comments Views

The Benefits of Outsourcing Finance and Accounting Services

A business is only as strong as its weakest link. Without an efficient accounting team  and processes, a business cannot generate quality financial reports and statements. Regardless of the size of the company, accounting is at the heart of a company’s success. 

Small and medium business owners face accounting challenges everyday, while they are trying to simultaneously service their customers and perform their core value proposition because they often do not have the workforce or the resources to get the accounting job done. Building an accounting team is quite difficult due to limited access to the talent pool and hiring skilled professionals at an affordable cost.

To overcome this, partnering with an outsourcing company to help you build a great accounting team can help you hyper focus on your business goals.

Cost Savings

When you in-source accountants, you will pay their salaries and benefits such as medical and life insurance including the purchase of all of the softwares and tools they need to get the job done. This is really expensive. But, if you build an outsourced accounting team, you can cut those operational expenses up to 70% off.

The savings that outsourcing partners usually provide is considerable without reducing quality of service and compromising productivity. They will take care of the employee’s salaries, taxes, benefits and other operational expenses while you still get the full benefit of a full-time employee.

Access to available talent

The accounting profession is experiencing a tightening pool of skilled candidates globally making the hiring process even more difficult. As a result, companies are spending more to hire skilled accountants by bumping up compensation offers and being more flexible on the negotiation requests from these professionals. In return the company will have to invest more to hire them.

But with the right outsourcing partner, you won’t have to deal with scouting accountants that will match your unique needs because of their access to world-class talent and A+ recruitment process.

outsourcing; finance and accounting; F&A, finance & accouting

Eliminate hiring process and cost

In connection with the above point, another great thing about third party accountants is that they will take care of the hiring process and filtering the best people for your company and making sure that they have the proper certifications and skills. 

Recruitment and hiring is time consuming. Dealing with this along with making sure that your business goals are being worked on may add another level of challenge you have to face. Aside from scouting and screening applicants, background checks and interviews, newly hired team members have to be trained on the ins and outs of your business to get them fully on board with your company’s vision. Your outsourcing partner can do all the necessary training to fully equip them.

Time efficient

As your business grows and you focus more on achieving your business goals, you will find yourself dedicating more time and energy on managing your growth and less on micromanaging non-core activities. Therefore, outsourcing administrative and financial tasks like bookkeeping and accounting help realign your resources on creating the business strategies. It will be bringing more revenue, as well as networking and building relationships with your clients.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. 

Below are some examples of F&A expertise that we can recruit to build a team just for you:

  • Accountants
  • Bookkeepers
  • Finance Associates
  • Finance Specialists
  • Fund Treasury Associates
  • Others

Let’s work together to build a great Finance and Accounting Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

4 months ago No Comments Views

Why Customer Service Is Your Most Valuable Asset in Ecommerce?

As digital medium became widely used, the concept of shopping has also evolved which eventually gave birth to ecommerce. The change in the buying pattern also modified how people perceive customer experience. Along with this, customer service has also evolved from the reactive channels to omnichannel support to deliver a more consistent and engaging ecommerce customer service experience.

There is an expected substantial growth in online retail from 19% to 24% in the next three years, majorly driven by omnichannel support. Because business practices and marketing strategies change as technology continues to grow, it is then crucial for your customer service to evolve to match the needs of your customers. Most ecommerce businesses, whether small or large, may have to invest in delivering the best customer service across the vast channels to their customers to create lasting impressions and attract potential consumers.

Here are 3 reasons why excellent customer service is your most valuable asset.

  1. Purchase may be forgotten but customer experience will be remembered

You can sell a wide array of products but customer service is the only touch point of customers to your company. Remember that since their buying experience is done digitally, no direct interactions are made except when they reach out to you in a form of inquiry or complaint. Any personal connection is your best opportunity to show how much your brand truly cares. Your customer service team equates to an in-store personnel that adds a personal touch to online shopping.

Online shoppers are not only looking for products to buy but they are also searching for information and solutions to their concerns. Having people to be available to assist and provide necessary replies in a timely manner will make them feel important and valued. If your  customer service exceeds their expectations, you will not only earn a loyal customer but their testimonials will also attract more consumers through their family and friends.

  1. Customer service can make or break your brand’s image

Social media is now a platform where people can rave or rant to and about a brand or a service they patronize. Therefore, both good and bad reviews are your outlier in building your ecommerce business’ image. Stakes are higher than before because a single negative testimonial can send your brand spiraling into a digital public relation disaster.

If your customer service team fails to live with the shoppers expectations or wasn’t able to provide timely resolution, their dissatisfaction may be translated into a bad review online especially on social media channels. Note that brand image can mold and impact your consumers’ behaviour because their purchasing decisions are mostly based on how they perceive your company rather than the product you are selling. Your customer service team are your brand’s ambassadors, so how they respond and engage with your customers is how they will view your company. Quality customer service will help you stand out from your competitors –  you can’t buy word of mouth advertising.

  1. The ultimate ecommerce goal of customer satisfaction can be achieved through customer service

The ultimate ecommerce goal is customer satisfaction. As more businesses venture online trade, exceeding customer expectations is your ticket to having loyal consumers. This can only be achieved if you were able to establish a personal connection with them. Your customer service team can respond to both their rational and emotional expectations, converting these interactions as delight and satisfaction.

Unlike earlier days, customers are more concerned with price tags. But today, online shoppers are willing to pay for a brand they trust and support. It’s good to know that 70% of sales depend on how consumers feel about the brand. On the other hand, 68% of customers associate their positive service experience from a pleasant customer representative.

As online shopping becomes the new normal with 129% year-over-year growth in U.S. & Canadian ecommerce orders as of April 21, and 146% growth in all online retail orders, having an outsourcing partner will help you build a great customer service team. With the limited talent pool and high priced job market, they will take care of finding the best people to digitally represent your brand.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Social Media Managers 
  • Online Community Managers
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Other

Let’s work together to build a great Ecommerce Support Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

5 months ago No Comments Views

2 Reasons To Get Social Media Customer Service for Ecommerce

According to a survey conducted by Harris Poll, there is about 51% increase of US adults using social media between March to early May, the time period of the COVID-19 pandemic. Because most consumers are staying at home, a significant boost of usage is reflected on social media platforms. There is also a forecast stating that mobile messaging will increase from 4 minutes (2019) to 24 minutes (2020) showing strong engagement on messaging services such as Facebook Messenger, Instagram, Viber, WhatsApp and Apple iMessage.

These changes in digital behaviour makes social media a powerful tool for ecommerce. Hence, a complete social media presence not only contributes to direct sales but also having a back-end tool in place allows customers to share their recent purchase from your ecommerce business and the customer service experience with friends and family.

According to a current projection, 90% of businesses will use social media for customer service this 2020, and about 67% of consumers will use platforms like Twitter and Facebook to seek customer service. With these statistics, knowing how to anchor on social media can immensely help your ecommerce business to grow. Here are 2 best reasons to note.

  1. Systematic strategy to get customer’s questions answered quickly

Social media is an integral part of the omnichannel ecommerce marketing ecosystem. It supplies customers with opportunities to interact with your brand faster thus providing a complete shopping experience. Harvard Business review published a study that omnichannel ecommerce strategy is a panacea for difficult environments.

77% of customers have improved perception of your business after chatting with customer service representatives on these platforms while 60% of customers expect a response within 1 hour. Enhancing your customer service not only makes response rate faster but solving a customer issue on social media costs nearly 1/6th as compared to a traditional voice and telephone call center interaction.

To effectively utilize this, set up a system that unifies different concerns and assigns specific messages to particular social customer care members. This enhances the efficiency and speed of resolving issues, unlike having to manage multiple social media platforms.

  1. Convert customer interaction to promotional posts

If customers feel that they are being heard and their concerns are addressed efficiently and in a timely manner, this boosts customer experience and can easily be converted to positive testimonials. According to Zendesk, 90% of their research respondents said that positive reviews influence their buying decisions. Therefore, it is crucial to have positive feedback and testimonials from the customers. Companies who engage and respond to customer concerns can impact both brand perception and reputation. Also, it is important to note that if customers contact you through Facebook, they expect a response from the same platform and not from an email or phone call.

Customer-oriented communication builds trust and they will recognize your brand more which may eventually establish a long-term relationship. Enhancing your brand image through social media is geared towards not just building awareness to reach potential customers but also takes care of existing ones. Social media customer representatives help build the credibility of your brand in the eyes of the users as they manage not just concerns but also reviews. Keep in mind that reviews influence the purchase decision of prospect consumers. 

The role of social media in customer service is an essential part of your brand’s success through expanding customer reach and retaining customer loyalty. Therefore, building a great team of Social Media or Omnichannel Customer Service Representatives can help not just answer customer’s queries online but also take care of the reviews and ratings of your product to ensure sales. By partnering with an outsourcing company, they won’t only build these teams for you but also help maintain your online store by addressing consumer-based inquiries in a timely manner which eventually can grow your ecommerce platform while you focus on your core business.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will gain access to world-class talent that will be meticulously screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. We guarantee operational excellence through collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Ecommerce Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

5 months ago No Comments Views

3 Tips for Excellent Customer Service in the Ecommerce Industry

3 Tips for Excellent Customer Service in the Ecommerce Industry

There is a whopping 129%  growth in ecommerce orders in the U.S and Canada as of April 21 and 146% growth in overall online orders. With these numbers, it is safe to say that the pandemic has brought a rapid change in the ecommerce environment.  The buying and selling trade has radically shifted from physical stores to online stores and to pair up with the demand, businesses are now flexible and have adapted to meet with the changing needs of online business.

Since more brands and companies have transitioned to digital trade, you need to learn key strategies to successfully navigate your business in the new ecommerce climate. One major key strategy is having an excellent customer service because this directly affects the online shopping experience of your consumers.

We’ve rounded up 3 tips for excellent customer service that may help you excel in the ecommerce world.

1. Improve website and social media health through a great customer service team

About 51% of US adults are now more engaged in using the internet, especially social media platforms during this pandemic. Your company can leverage on this increased digital activity and engagement by taking care of the customers through your website and social media platforms. Since most people are online, they have more time to access your business’ online accounts to know your products, inquire, get customer support such as tracking of orders and even post testimonials or product feedback.

Shoppers are now more cautious in committing to a purchase as more brands are exploring online trade. They tend to research or ask questions before they buy. With this knowledge, you need to have a great customer service team that is prepared to answer pre-purchased questions. This is a crucial opportunity to establish a trusting relationship to your customers. They also equate as in-store customer service which adds a personal touch to their online shopping.

2. Important updates (order info, shipping fees, ETA, etc) should be clearly communicated

The supply chains have been disrupted because certain physical limitations are being imposed. Because of this, your customer service team should inform the consumers for any changes on the order and shipping information such as estimated time of delivery because transparency is key to manage their expectations. 

If your customer service team is proactive and reassuring, this will greatly impact customer experience and will result in high satisfaction ratings. A specialized customer service team called Track and Trace Specialists who track and record shipping information, update shipping status and most importantly verify shipping status to delivery providers are your best people for this job. Note that 70% of shoppers will seek a product elsewhere and abandon their shopping carts rather than waiting any length of time for back orders.

3. Turn customer reviews into opportunities

No matter how hard we take care of our business, we definitely can’t please everyone. One or two complaints will surface but this can be an opportunity for your brand to improve. Most of the customer complaints are delayed shipping and receiving wrong orders. It is crucial to be transparent and forthcoming about any disruptions and why they are occurring.

Infinit-O | Customer Service tips for Ecommerce

A team of customer service representatives will effectively explain why and what’s next about their order. Educating them is key to making them understand any disruptions. This can turn your customers as advocates because most consumers support brands that are honest and emphatic. You can extend your empathy through your customer service team.

As more and more businesses explore online trade, you can bank on a great customer service experience. You can partner with an outsourcing company who can round up a great team of customer service representatives who can communicate your brand well.  Your outsourcing partner can build these teams for you and handle the complexities of order management while you focus on your brand and your business goals.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified, GDPR and DPA2012-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Social Media Managers 
  • Online Community Managers
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Other CX professionals

Let’s work together to build a great Ecommerce Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

5 months ago No Comments Views

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