Month: December 2020

Why is Now the Best Time to Outsource a Team of Claims Specialists

In the light of the pandemic, many policyholders are utilizing their insurance. Therefore, the best time to outsource a team of Claims Specialists is now.

Because more people are taking advantage of the benefits of their insurance, this may lead to high number of denials if not managed properly and can ultimately lead to revenue loss.  On the other hand, high workload can contribute to high claims processing time because of lack of manpower resulting in unpaid claims.

To overcome this, outsourcing a team of Claims Specialists is a must for healthcare businesses to fortify their business operations despite the demands caused by the current pandemic and any future health crisis thereof. Outsourcing can help save on operational cost and secure optimal business operations. To help you more appreciate the contributions of a team of outsourced Claims Specialists, check the list below:

  1. Increase Overall Productivity

Claims Specialists can free up your core-healthcare team on taking care of claims concerns. Productivity is given a boost by channeling resources to their core activities. Claims processing in healthcare is time-consuming, so it is crucial to identify and resolve errors as soon as possible. For this reason, many businesses prefer to outsource claims processing functions for speed and efficiency, leaving decision-makers to focus on their core business.

  1. Faster Claims Processing

The volume of claims submitted run into hundreds of thousands a day and taking up this activity with your healthcare team will leave no room for them to concentrate on core activities and can pose errors in claims processing which can be the reason for revenue loss. By outsourcing a team of Claims Specialists, can quickly adjudicate and settle claims (within 45 days). The right partner can also build you a great team of certified coders and billers, speedy and efficient resolutions, and transparency to your business – speeding up your claim processing time.

In addition, despite the faster claims processing, data privacy and protection should be prioritized and secured. The right outsourcing partner can ensure information security. 

  1. Cost Savings

In any business, cost savings is important because you can leverage your resources and invest them in plans and processes that can help you achieve your business goals and adapt to the economic changes caused by the pandemic. Outsourcing a team of Claims Specialists can help you save up to 70% on operational cost versus building an in-house team. The right partner has access to world-class talent and has an A+ recruitment process that can build you great, high-performing teams at the most cost effective way. In times of crisis, cost savings is always a smart move for all business owners.

Pro Tip

When considering for a potential healthcare outsourcing partner, you must consider a Net Promoter Score (NPS) of >60.

Why?

Net Promoter Score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organisations can use NPS to assess which outsourcing service is best to partner with because this score shows loyalty trends and growth revenue outputs.

In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention, making this a critical trait a BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

Outsourcing with the right partner is the most efficient solution to manage insurance claims needs. A dedicated team Claims Specialist with other RCM teams can be a game-changer for your business and enhance your healthcare team performance with or without crisis.

With this out of way, your business can focus on the patients, and they can handle all the clerical and administrative tasks. The right outsourcing partner not only ensure building a great and high-performing RCM team mentioned above but also ensure:

  • Operational excellence
  • Build a dedicated team of Claims Specialists and RCM team
  • Operational savings of up to 70%
  • Clinical Documentation Improvement (CDI) and efficient process
  • Information Security
  • 95% coding, billing and documentation accuracy
  • 1 hour turnaround time
  • 90% increase in revenue
  • Improved denial management rate
  • HIPAA and DPA-20212 compliance
  • Net Promoter Score: Sense of security and peace of mind

Partnerships with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performance Revenue Cycle Management team composed of:

Provider Management Services

  • Claims Specialists
  • Medical Coders
  • Medical Billers
  • Enrollment Processors
  • Denial Management Specialist

Patient Support Services

  • Patient Concierge Specialist
  •  Insurance Verification Specialist
  • Collections Specialist
  • A/R Specialist

Health Analytics and Risk Management Services

  • Healthcare Analyst

Others

Let’s work together to build a great RCM Team.

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

9 months ago No Comments Views

How to Keep Your Business Running During the Holidays

Do you know that you can enjoy the holiday season and take a vacation while keeping your business alive?

In the light of festivities, business owners are usually in a tug-of-war on who to enjoy the holidays while making sure that their business operations are on tip-top shape, especially it can be the most wonderful yet a busy and demanding time of the year. Of course, you wanted to keep everything running smoothly during a holiday rush and provide the holiday magic for your customers and your employees despite some changes from the current pandemic.

Major challenges that you need to overcome are; high customer service demand and vacation leave requests from your employees which leads to lack of manpower. But don’t let this overwhelm you. With the right team and the best plan, you can take the holidays by storm. Here’s are ways to keep your business running smoothly:

  1. Plan Ahead

A good plan today is better than a great plan tomorrow. Simply put, if you know that there will be a surge of customer demands while a challenge in manpower, best to plan how to distribute and delegate tasks accordingly so no work is left undone. It allows you to create contingency plans and steps on how to manage the workload well. You get to know if your current team can handle keeping the business running smoothly or if you need back up support from freelancers or outsourcing some parts of your business. It will also help you know how much resources you can allocate if you need to outsource to keep up with the demand and address lack of manpower.

This will also help you transition back to work on your return and keep you from having to face a pile of work after the holidays.

  1. Set Manageable Goals

Part of planning is setting manageable goals especially something that works with the new normal. Plan wisely by making sure it is Specific, Manageable, Attainable, Realistic and Timebounded (SMART). Because holidays are not a good time for disorganization, therefore aligning your strategic priorities and measuring what matters most for your business according to your resources will give you your desired results. Prioritizing and setting specific goals will help you achieve those key results easily.

  1. Hire Extra Help

While your team is amazing, the holiday demand may require you to get extra help. This may be the best time to outsource some parts of your operations to make sure that you get to enjoy the holidays and yet ensure that your business is running smoothly by  helping cover extra hours and longer shifts giving you an all hands on deck situation. With the right outsourcing, you are assured with:

  • Increased Efficiency

When there is an increase of load of tasks to be done and in-house staff might not be able to handle the strain. Hiring additional staff may not be the most practical since the demand is only short-term. With outsourcing, you can hire a great, high-performing team dedicated to help your business for a faster turnaround of your operations.

  •  Scalability

During this season, high demand from inquiries, order volumes, and customer expectations rise dramatically. But the advantage of having the right outsourcing partner is scaling by making sure there are increased operational efficiencies without the added costs or even project a 70% cost savings. With their A+ recruitment process and access to world-class talent, they will take care of the seasonal hires so you can have the workforce you need to handle the high demand.

  • High Customer Satisfaction

If customer’s demands are addressed effectively specially during holidays, this entails satisfied, happy and jolly customers and clients. They will feel that despite the holiday rush, your business can handle the operations and that they are still well taken care of. Having happy customers gives business owners peace of mind.

The success of a business depends on wise decisions and outsourcing is one of the wisest decisions you can make to help your business make it through such a demanding time. When looking for a partner, make sure that they have a:

Net Promoter Score of >60

Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations can use NPS to assess which customer service BPO is best to partner with because this score shows loyalty trends and growth revenue outputs. In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy, and this results in customer loyalty and retention, making a high NPS a critical trait a customer service BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

When you’re expanding your business, team up with a solutions partner that makes your process, their process. The right outsourcing partner ensure:

  • Operational excellence
  • Having a great, high-performing team
  • High customer satisfaction rate
  • Operational cost savings of up to 70%
  • Information and data security
  • Sense of security and peace of mind

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performing team for different LOBs:

Customer Care:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Market Research Analysts
  • Others

F&A:

  • Accountants
  • Bookkeepers
  • Sales Auditors
  • Credit Operations Specialists
  • Sales Auditors
  • Others

Healthcare:

Patient Support Services

  • Patient Concierge Specialists
  •  Insurance Verification Specialists
  • Collections Specialists
  • A/R Specialists

Provider Management Services

  • Medical Coders
  • Medical Billers
  • Claims Processors
  • Enrollment Processors
  • Denial Management Specialist

Health Analytics and Risk Management Services

  • Healthcare Analysts

Others

Research & Data:

  • Cybersecurity Analyst
  • Threat Intelligence Specialists
  • Data Piracy Investigators
  • Systems/Cloud Administrators
  • AWS and Azure DevOps Engineers
  • IT Technical Assistants
  • Information Technology Teams
  • IT Operation Analysts
  • IT Operation Engineers
  • Others

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

9 months ago No Comments Views

How Outsourcing Omnichannel Customer Representatives Help Grow your Business

Customer service has dramatically changed over the years.

Decades ago, customer service was done only through phone or fax. But today, customers can reach out to companies through phone, email, live chat, SMS and even through social media. But the challenge for this is to deliver consistent and integrated customer service quality to all these channels and build an omnichannel support team who is capable of delivering excellent and unified service through different platforms.

A study from Aberdeen Group states that consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%. So, outsourcing this team can help you grow your business by making your customers happy and satisfied. We listed other ways how this team can help per platform:

  1. Improve Social Media Response Time

32% of clients want an answer within 30 minutes and 57% of these clients expect the same turnaround on nights and weekends. But the percentage of almost all businesses who respond within the expected 30 minutes time frame is only 8%. And 12% of businesses don’t respond to customer messages on social media at all which is critical because most people are relying on social media for almost all concerns.

Having a team of Omnichannel CSRs ensure that there are people manning different platforms and can respond to the customers as soon as possible. This makes them feel heard and taken care of. Whatever issue they may be facing, the assurance of someone from your company can turn that negative experience to a positive one. 

  1. Increase Reach Through SMS

Texting is a popular customer service platform for many industries. Popular examples are restaurants orders via text to booking appointments and order status, reminders to insurance claims via mobile, and ecommerce order information. SMS is extremely versatile.

A research by Single Point found that 99% of all text messages are read and 90% of all incoming text messages are ready within the first 3 minutes. Therefore this is a great way for businesses to leverage their sales and customer reach out. A team of outsourced Omnichannel support can help them with this and improve customer satisfaction.

  1. Increase Sales From Live Chats

63% of visitors are more likely to revisit a site that offers live chat that is why this is a popular customer service platform. And 44% of consumers report that being able to get answers to their questions during a purchase can contribute to a sure sale. The ability to access help quickly and conveniently alleviates customer frustration. As customer support agents walk clients through a particular issue, they may be able to identify products or services that would be useful to them and will help them decide what to buy all the time feeling that they are being taken care of.

  1. Consistency Through Email

Email is an all time consistent platform for customer service specially for business to business relationships. In fact, email wins hand-down as being the most effective digital marketing strategy for customer retention with 56% effectiveness, compared to social media marketing and mobile advertising. Email also gives businesses the opportunity to offer branded messages in a secure platform that gains customers trust. Businesses should be aware that the expectation of a fast reply still applies to email. However, as our customer service most companies do not respond to customer service emails. Yet this should still be used and businesses can still leverage on this as long as they have a great Omnichannel team to man this platform.

Omnichannel customer service is the solution for forward-thinking businesses. But it is important to find an outsourcing partner to build a team with. Make sure that your potential outsourcing company has:

  • Access to world-class talent
  • A+ recruitment process who can build a team in just 30-45 days
  • Net Promoter Score of >60

An outsourcing partner with a High Net Promoter Score (of at least 60%). Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. In a way, this represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention. It also showcases how well the outsourcing partner is performing, how often they resolve issues, and if their clients are satisfied with their experience. A High Net Promoter Score results in a sense of security and peace of mind in terms of client satisfaction and quality business operations.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality social media management into your business solutions and promise the following:

  • Operational excellence
  • Build a great social media team specifically designed for your unique CX support needs
  • Operational cost savings of up to 70%
  • 90% customer satisfaction
  • 95% response rate in social media platforms
  • Increase customer and brand loyalty
  • ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performing CX team:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Market Research Analysts
  • Others

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

9 months ago No Comments Views

How Outsourcing Insurance Verification Specialist Contribute to Success

Successful billing depends on successful insurance eligibility verification. That is why healthcare businesses should put enough importance on insurance verification services because it plays a major role in hospital’s claims denial management program. Basically, health insurance verification is the process of checking a patient’s active coverage with an insurance company to verify insurance claims eligibility.

Simple errors such as patients providing wrong or outdated information or when insurance policies were terminated or modified which can result in claim rejection or denial, hence hospitals and healthcare businesses have to be sure it is being done correctly. The verification process must be done before the patient is admitted into a hospital to avoid claim rejection at the on set. That is why it is crucial to employ a team of Insurance Verification Specialists in your organization. But some challenges such as high labor cost and access to certified experts makes it difficult for businesses to create their own team. But having them contributes to the following:

  1. Minimize Denials and Maximized Revenue

A team of insurance verification specialists play a big role in completing paperwork and verifying patient information with the insurance carrier to maximize reimbursement and facilitate revenue cycle improvement. They verify the following:

  • Payable benefits
  • Co-pays
  • Co-insurances
  • Deductibles
  • Patient policy status
  • Effective date
  • Type of plan and coverage details
  • Plan exclusions
  • Claims mailing address
  • Referrals & pre-authorizations
  • Lifetime maximum, and more

If those things are verified correctly, it minimizes denials which ensures that claims are processed correctly, payments are received accordingly and locks in revenue for the business.

  1. Helps Avoid Business Risks

When finalizing the medical bills of patients, health insurance should be done correctly. If implemented in a wrong way, it could result in decreased revenues. Insurance verification performed by a team of Insurance Verification Specialists helps the business to know immediately whether the insurance provider can pay the respective charge for the patient’s treatment or not. In return, they can inform the patient with the treatment plan and payment criteria beforehand and avoid any confusion on their end and unpaid treatments. Lastly, they avoid claims rework which is counter productive and is cost incurring for the operations. In return, this improves billing cycles with decreased denial of claims and leads to an overall development of healthcare practice.

  1. Simplifies Claims Process

Healthcare businesses prefer a smooth and aligned work process. These days healthcare billing companies make sure that the verification is performed and completed in a simple yet hassle-free manner which allows medical professionals to then work with ease and stop worrying about the payments if you have a team of dedicated Insurance Verification Specialists in your organization. On top of it all, they liberate your core-medical team from the unnecessary paperwork. This means they can solely focus on their specialization without worrying about the charges and other clearances from patients.

Although, building a team of Insurance Verification Specialists can be costly and challenging to find those that are qualified. But the right outsourcing partner can meet your insurance verification demands. Make sure to look for a partner that has:

  1. Industry Experience and Expertise

There is no substitute for experience in outsourcing, so make sure that before choosing a partner, check for a proof of positive track record of industry & domain expertise, number of years they have been offering these services, and client partnership tenure and company reputation & success rates such as Net Promoter Score (NPS). In line with this, they should also have the right expertise and knowledge when it comes to such a sensitive sector that is healthcare in order to render services effectively. As an example, Medicare claims processing is something that can be difficult to build internally, but is the exact skill that an outsourcing provider specializing in medical billing excels at. This can result in significant increase in collections.

  1. Access to World-Class Quality Talent

Another thing to factor in when choosing a healthcare BPO is its range of services, from billing, coding, clinical documentation, telehealth services, and more, it would be best if you go for a one-stop provider as this will save you from the trouble of working with different providers for different services. At the same time, dealing with one company enhances overall efficiency and accuracy.

Good providers also insist on building a dedicated team of highly-experienced healthcare professionals who can deliver quality results. You may want to look for one that houses talents with the skill and experience necessary to adapt the current technology you are using and be able to continuously improve on it. Usually, a great partner has A+ recruitment team and process who has access to world-class talent despite the competitive talent pool and can project a 70% operational cost savings.

  1. High Net Promoter Score

Net promoter score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organisations can use NPS to assess which outsourcing service is best to partner with because this score shows loyalty trends and growth revenue outputs.

In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention, making this a critical trait a BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high quality healthcare business solutions that can promise for the following:

  • Operational excellence
  • Build a great  Insurance Verification Specialists & RCM team
  • Prevent claim submission errors and rejections
  • Improve business revenue
  • Operational cost savings of up to 70%
  • 90% Improved denial management rate
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performance Revenue Cycle Management team composed of:

Patient Support Services

  •  Insurance Verification Specialist
  • Patient Concierge Specialist
  • Collections Specialist
  • A/R Specialist

Provider Management Services

  • Medical Coders
  • Medical Billers
  • Claims Processors
  • Enrollment Processors
  • Denial Management Specialist

Health Analytics and Risk Management Services

  • Healthcare Analyst

Others

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

9 months ago No Comments Views

The Value of a Dedicated Team of Collections Specialist Team For Your Company

Just like any other industry, uncollected debt and outstanding payments can result in cash flow problems and later on, financial losses for medical providers. Healthcare business consultant agency, Sage Growth Partners, conducted a survey among 100 hospital executives in 2018 and found that about 36% of responding executives said their health systems faced more than $10 million in bad debt. 

When it comes to patients, a 2016 survey by Kaiser Family Foundation and New York Times showed that one out of five insured working-age Americans faced problems when it comes to paying their medical bills in the past year and among those without insurance, 53% dealt with the same problems. With all these findings, medical providers should really consider investing in a good collections team that is experienced in the laborious process of debt collection.

Training your in-house staff for this task can be an option, but it is best to outsource your collections specialists so you can steer away from spending extra resources and time and ensure that your staff remains focused on taking care of patients rather than paperwork and phone calls. An outsourced team of collections specialists will thoroughly review and process billing information, debt, and unpaid insurance claims to yield the best results for your company. 

Here are 4 more reasons why you should choose to outsource your collections team:

  1. Save 95% on Resources and Time

As mentioned above, hiring an in-house collections team can be taxing on the budget. Since recovering delinquent funds is no easy task, and the laws and regulations when it comes to debt collection are ever-evolving, the staff will need constant training and monitoring, which you will not need to handle when you partner with a reputable outsourcing company.

Moreover, by outsourcing your collection specialists, you free your staff from unnecessary stress and they can focus more on their tasks and taking care of patients, resulting in better employee morale and patient satisfaction.

  1. Access to Specialists and Professional Tools

Outsourcing gives you access to a talent pool of experienced collections specialists who are not only knowledgeable about billing procedures, collection techniques, laws related to debt collection, and other related topics, but are also well-versed when it comes to dealing with patients and their concerns when it comes to medical debts They exhibit compassion and courtesy while still being transparent and professional to patients so they can help them settle their balances through payment plans that fit with their budgets.

At the same time, they also have professional tools and third-party sources at their disposal that can be used to contact clients who do not pick up the phone or those who left town in an attempt to escape payment.

  1. Collect Debts from Delinquent Clients

Equipped with ample knowledge on collections law and years of experience on the job, collections specialists are more assertive when it comes to delinquent clients or those who failed to make a required payment or action in a given period of time. They are consistent and patient in following up to these kinds of clients so that delinquent accounts can be resolved as quickly as possible and be avoided from occurring again moving forward.

  1. Improved Cash Flow

Effective debt collection is important in revenue cycle management (RCM). With your outsourced collections team working round the clock to make sure that accounts are up-to-date and the collections cycle is shorter, it will ultimately improve your cash flow and increase your bottom line.

Look for a trusted outsourcing company that can help you build a dedicated collections team who has:

  • Access to world-class talent
  • A+ recruitment process that can hire and on-board new teams within 30-45 days
  • Most specially, a high Net Promoter Score of at least 60. Why?

High Net Promoter Score

Net Promoter Score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organisations can use NPS to assess which outsourcing service is best to partner with because this score shows loyalty trends and growth revenue outputs.

In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention, making this a critical trait an outsourcing company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

With the right partner,  you are guaranteed with: 

  • Operational excellence
  • Build a dedicated team of collection specialists and RCM team that can help you properly manage claim denials
  • Operational cost savings of up to 70%
  • 95% coding, billing and documentation accuracy
  • 90% ROI in correct claims processing
  • Improved denial management rate
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • Net Promoter Score: Sense of security and peace of mind

Connect to a world-class pool of talent all the while saving up to 70% operational cost without compromising quality of work and maintaining operational excellence by finding the right partner. The right partner also has an established Information Security in place to ensure patient data confidentiality regardless if working on site or remotely. 

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performance Collections and Other RCM team composed of:

Collections Management Services

  • Medical Coders
  • Medical Billers
  • Claims Processors
  • Enrollment Processors
  • Denial Management Specialist

Patient Support Services

  • Patient Concierge Specialist
  •  Insurance Verification Specialist
  • Collections Specialist
  • A/R Specialist

Health Analytics and Risk Management Services

  • Healthcare Analyst

Let’s work together to build a great Collections Team.

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

9 months ago No Comments Views

3 Types of Customer Service Support Your Business Should Have

Nowadays, everything seems to be turning digital. This means that companies and businesses are now able to reach more customers around the globe, but it can also be overwhelming, having to maintain business operations while attending to a rapidly increasing number of customers, product or service inquiries, and many other factors that come with an increased demand. If you’re looking for ways to address this problem, outsourcing might be perfect for you. Below are three types of customer service support that you can outsource and how you can benefit from them: 

  1. Social Media Support

A January 2020 report from We Are Social states that more than 4.5 billion people now use the internet, while social media users have passed the 3.8 billion mark. This is equivalent to 60% of the world’s population, and it is worth noting that 73 million of that 3.8 billion are located in the Philippines. In short, you would be missing out on a lot of opportunities for growth if you don’t take advantage of social media. One of the biggest advantages of outsourcing social media support is that you won’t have to worry about providing round the clock customer support services. More importantly, your BPO partner will help you strategize and manage social media content creation while helping you avoid the common mistakes when it comes to advertising and interacting with customers on social media. It also helps in sentiment analysis wherein data analysts within for businesses can gauge public opinion, monitor brand and product reputation, and understand customer experiences through social media platform.

  1. Technical Support

Tech or IT support can be tricky, especially since it requires constantly keeping up with IT trends and advancements. This is where outsourcing comes in: the right BPO partner would help you build teams that are already experts in IT while helping you save money, not just in investing in manpower, but also in taking care of technical infrastructure and training. Similar to social media support, tech support BPOs also allow your company to have 24/7 tech support operations, and help you manage IT-related risks.

The right outsourcing partner also has internal Information Security in place and make sure they are:

• ISO 27001:2013 and ISO 9001:2015 certified

• General Data Protection Regulation (GDPR) compliant

• Health Insurance Portability and Accountability Act (HIPAA) compliant

  1. Customer Care Support

There are plenty of other ways that customers in the digital world prefer to connect with your company, and the most prevalent–aside from social media–are email, chat, and call. Customer care support beyond social media shows that you’re serious about building personal connections with customers and that transactions go beyond just marketing products and services. Aside from enabling you to quickly attend to the queries and needs of your customers by providing round-the-clock support, the right BPO partner knows how to handle the reputational risks that come with dealing with all kinds of customers and is hence an effective protector of your brand image.

To effectively build a great, high-performing customer support team, make sure to partner with a trusted outsourcing company that has

  • Access to world-class talent
  • A+ recruitment process that can hire and on-board new teams within 30-45 days
  • Most specially, a high Net Promoter Score of at least 60

Why should your outsourcing partner have at least 60 on Net Promoter Score?

Net Promoter Score helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations can use NPS to assess which customer service BPO is best to partner with because this score shows loyalty trends and growth revenue outputs. In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy, and this results in customer loyalty and retention, making a high NPS a critical trait a customer service BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

These five factors demonstrate that when looking for a BPO partner, you must focus not just on the services, but also on the shared vision. Does your potential BPO partner share your views and beliefs when it comes to providing customer service and nurturing relationships with your customers? Now that you’re aware of these, you might already have a mental checklist of things that you must look for. Once you start looking for a BPO partner, make sure to keep these qualities in mind.  

When you’re expanding your business, team up with a solutions partner that makes your process, their process. The right outsourcing partner ensure:

  • Operational excellence
  • Build a great social media team specifically designed for your unique CX support needs
  • Operational cost savings of up to 70%
  • 90% customer satisfaction (CSAT)
  • 95% response rate in social media, phone, email platforms
  • Increase customer and brand loyalty
  • ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliance
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performing CX team:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Market Research Analysts
  • Others

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

9 months ago No Comments Views

4 Ways of Overcoming Cybersecurity Risks through Outsourcing

Recently, there’s been a spike in the number of businesses embracing digital transformation due to the limitations and challenges brought about by the COVID-19 pandemic. However, companies are less focused on the risks of shifting to digital than on the opportunities and possibilities presented by it. According to an EY research, only 36% of new technology-enabled business initiatives include cybersecurity teams from the start. As a result, companies are more prone to cybersecurity threats. Mitigating and addressing these threats can be challenging, especially if you have limited to no experience in cybersecurity and because of the high labor cost of building an in-house cybersecurity team. How can outsourcing cybersecurity help you overcome cybersecurity risks despite these challenges? 

  1. Access to World-Class Talent at a Reduced Operational Cost

Overall, outsourcing will cost you less than building an actual team because it gives you access to expertise and increased cybersecurity efficiency without much of the overhead cost. Outsourced IT support teams have most likely been already trained on the ins and outs of cybersecurity. This means that you won’t have to cover training and capacity development costs. Outsourcing also gives you flexibility: it is up to your IT partner to customize a solution that is most cost-effective and that fits your needs as a company. 

Another reason why outsourcing is cost-effective is that in the long run, it helps you avoid cybersecurity threats that would cost you a lot more by compromising or stealing your data. If you don’t already have a solution in place, the costs of repetitional damage, higher insurance premiums, and fees for emergency IT services are likely to be higher. Because of their access to world-class, A+ recruitment process for hiring to on-boarding in 30-45 days, the right partner can also project an overall operational savings of up to 70%.

  1. Internal Information Security Measures

Most cybersecurity threats take advantage of obtained or stolen information or data, and this is one area where an outsourced IT team can help. A good partner knows that privacy is tantamount to information security and therefore implements strong security measures that reduce privacy breaches. With their help, you can extend these security measures to your company’s data and avoid most of the threats related to cybersecurity. 

Their operations and associated client information are housed in state-of-the-art facilities with controlled access areas that provide 24/7 security. They offer comprehensive information security & data protection process ensures that all company and information is ultimately safe at all times and are  certified and compliant with:

• ISO 27001:2013 and ISO 9001:2015

• General Data Protection Regulation (GDPR)

• Philippine Data Privacy Act of 2012

• Health Insurance Portability and Accountability Act (HIPAA) 

  1.  Keeping Up-to-date on IT and Cybersecurity Trends

It’s hard to keep track of technological advancements and how they can affect your company and the cybersecurity threats surrounding it, so it’s helpful to have an IT partner that is on top of the trends and knows about the latest IT tools (e.g. Sysinternals Suite, Recuva, Virtual CloneDrive) and emerging cybersecurity issues at a larger scale. Being up-to-date means that they also constantly enhance the capabilities of their IT experts to keep up with the ever-changing technological landscape. By outsourcing your IT needs, you can be sure that your company evolves with technology, which is extremely helpful in detecting and addressing cybersecurity vulnerabilities and gaps.     

Investing in cybersecurity, especially now that almost anything can be done through digital platforms, is a smart move, no matter the size of your company. Just make sure to find an outsourcing partner that can offer data  and back office support that help you build a great and high-performing cybersecurity team based on your company’s needs.  

  1. >60 Net Promoter Score

The right outsourcing partner has a Net Promoter Score of >60. This score helps businesses gauge the quality service the outsourcing company is offering. In a way, this represents the primary capabilities and expertise they provide to their clients through result-based surveys on how much satisfied their clients are with the cybersecurity support services they are receiving from their outsourcing partner. It also showcases how well the outsourcing partner is performing in terms of cybersecurity and the client’s overall experience from their service. A High Net Promoter Score results in a sense of security and peace of mind for the client from operation excellence and hitting Key Performance Indicators (KPIs) such as Mean Time to Resolve (team’s response to cyberattacks), Mean Time to Detect (how long it takes your team to become aware of cyberattacks) and overall team productivity.

Lastly, the right outsourcing partner promises for the following:

  • Operational excellence
  • Build a great, high-performing cybersecurity support team specifically designed for your security needs
  • Operational cost savings of up to 70%
  • 90% Mean Time to Detect (MTTD)
  • 90% Mean Time to Resolve (MTTR)
  • 95% team productivity
  • ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performing Cybersecurity team of:

  • Cybersecurity Analyst
  • Threat Intelligence Specialist
  • Data Piracy Investigator
  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineer
  • IT Technical Assistant
  • Information Technology Team
  • IT Operation Analyst
  • IT Operation Engineer
  • Others

Let’s work together to build a great Cybersecurity Team.

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

9 months ago No Comments Views

Outsourcing Cybersecurity Team Checklist

Years ago, businesses could get cybersecurity protection from simple security measures and basic firewalls. But due to technological advancements and upgrades, Cybersecurity spending in the US skyrocketed to $60 billion in 2017.

This poses a global change as many companies are now fortifying their cybersecurity measures by hiring skilled security professionals to their security operations. But for small and medium companies, high labor and operational costs, limited industry experience as well as access to talent limits them to create an in-house cybersecurity team. 

Therefore, choosing between in-house or outsourced cybersecurity depends on available resources, size of the company and data availability. In-house allows a business to maintain full control of operations and your team will have full business familiarity. But you also need to have the right person-in-charge to lead your in-house team and ample technological resources they may need. But if you choose to outsource your cybersecurity team, make sure to thoroughly check your potential partner’s background with the follow checklist:

  1. Do they have access to skilled and licensed cybersecurity experts?

Skills shortage extends to cybersecurity professionals. On top of this, they also belong to the top tier in terms of salary grade. Small and medium-sized companies are being hit the hardest by this because the limited supply of qualified talent is quickly snapped up by multinational businesses that can afford to pay the high salaries and provide the best benefits and perks that this talent has the power to demand.

If looking for an outsourcing company to build a cybersecurity team for you, make sure that they have access to world-class talent and have an A+ recruitment process. These 2 things allow them to build a great, high-performing cybersecurity team within 30-45 days from hiring to on-boarding cybersecurity experts and will curate a competency-based development plan to keep your dedicated team sharp so you won’t need to spend additional training cost giving you a projected operational savings of up to 70%

  1. Do they have security certifications and compliant with security regulations?

Since your potential outsourcing partner is a 3rd party vendor and will have access to your business’s data, make sure that they have certifications and Information Security process to ensure that your data is safe and secured. Look for a partner that is ISO 27001 and 9001 certified and GDPR compliant to assure you that there will be no data compromise.

Compliance and certifications mean they understand that data security is one of the most crucial elements for your growing business and that the team they are building for you are compliant and certified which prompts them to comply with the ethical standards of the industry. Lastly, having their own information security adds another layer of protection for your company.

  1. What is their Net Promoter Score?

Operational excellence can be measured with Net Promoter Score. The right outsourcing partner should have a Net Promoter Score of >60. This will help you gauge the quality service the outsourcing company is offering and represents the primary capabilities and expertise they provide to their clients. This score is from result-based surveys that their existing clients answer on how much satisfied they are with the cybersecurity support services they are receiving from their outsourcing partner. This also showcases their client’s overall experience and satisfaction with their service.

A High Net Promoter Score results in a sense of security and peace of mind for you because it attains operation excellence and hitting Key Performance Indicators (KPIs) such as Mean Time to Resolve (team’s response to cyberattacks), Mean Time to Detect (how long it takes your team to become aware of cyberattacks) and overall team productivity.

If you find a partner that has all 3, you are guaranteed to the following benefits:

  • Operational excellence
  • Build a great, high-performing cybersecurity support team specifically designed for your security needs
  • Operational cost savings of up to 70%
  • 90% Mean Time to Detect (MTD) 
  • 90% Mean Time to Resolve (MTTR)
  • 95% overall team productivity 
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • Net Promoter Score: Sense of security and peace of mind

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performing Cybersecurity team of:

  • Cybersecurity Analyst
  • Threat Intelligence Specialist
  • Data Piracy Investigator
  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineer
  • IT Technical Assistant
  • Information Technology Team
  • IT Operation Analyst
  • IT Operation Engineer
  • Others

Let’s work together to build a great Cybersecurity Team.

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

For a free business consultation, you can schedule an appointment here.

10 months ago No Comments Views

How Outsourcing a Team of Denial Management Specialist Help in Business Recovery

Medical claim denials are one of the most common barriers to effective revenue cycle management (RCM) as inadequate management of these can lead to revenue loss, additional costs, and slowing down cash flow. According to a report by the American Academy of Financial Physicians (AAFC), the average denial rate across the healthcare industry is between 5 to 10 percent with below 5% being the more desirable rate indicating that a provider has healthy cash flow.

The Center for Medicare and Medicaid Services has stated that 30% of claims are either denied, lost, or ignored. This is where denial management specialists come into picture. They are the ones who have the duty to review and resolve denied patient insurance claims and appeal for possible reimbursement. Building an in-house denial management team can be quite taxing especially to resources and time, which is why outsourcing is highly recommended due to its multiple advantages that can help your business especially in times of crisis:

Access to World-class Talent

Outsourcing denials management means you have access to a pool of trained professionals who have extensive experience and insight on important subjects such as claims submission and appeals, standard coding rules, and NCD and LCD policies that determine which healthcare services will be covered by Medicare on a national and local level, respectively. This does not only prevent denials but also help you avoid getting into the same situation in the future.

Since these professionals already have the knowledge needed, you are guaranteed that they can do their jobs properly without the need for training or orientation which contributes in cutting costs while still delivering quality service. With this, you and the rest of your staff can focus on providing care to patients.

Their access to world-class talent coupled with their A+ recruitment process can build you a dedicated team of Denial Management Specialists and Revenue Cycle Managers (RCM) in only 30-45 days from hiring to on-boarding.

Limit Denial and Claims Errors

Incorrect coding, whether it’s using a mismatched ICD or outdated CPT code or entering incorrect patient information, is considered to be one of the common reasons for denied claims according to the 2013 MGMA Health Insurer report card. By having a dedicated team of denial management specialists to thoroughly filter claims, these errors can be fixed and prevented, saving you the trouble and high costs of dealing with initial denial or rejected appeal. 

Just to provide a better picture on why reducing errors is important, a study by the American Medical Association (AMA) found that practices spend approximately $15,000 every year on reworking claims, including phone calls, investigative work, and claim appeals.

Improved Cash Flow

Ultimately, strategic denial management is the key to a healthy cash flow. You can achieve this by opting to outsource a team that will focus on tracking and processing claims and identifying common causes of denied claims in your business. Through this, you will be able to avoid revenue loss, make guided business decisions that can prevent future denials and lower your denial rate.

Sense of security and peace of mind from a Net Promoter Score of >60

Operational excellence is measured by a Net Promoter Score of >60. This is a result from a survey answered by their clients on how much they are willing to promote their outsourcing partner. If the score is >60, it means that they were able to receive outstanding quality service and the level of satisfaction they have with the partnership. To put it simply, if you partner with an outsourcing company with an NPS of >60, you have a sense of security that the services they are providing responds to your unique needs and pain points which in return give you peace of mind to allow you in focusing on achieving your business goals as they focus on denial management.

Look for a trusted outsourcing company that can help you build a dedicated denial management team. In return, you are guaranteed with: 

  • Operational excellence
  • Build a dedicated team of denial management specialists and RCM team that can help you properly manage claim denials
  • Operational cost savings of up to 70%
  • 95% coding, billing and documentation accuracy
  • 90% ROI through accurate claims
  • Improved denial management rate
  • ISO 27001 and 9001 certified, GDPR, HIPAA compliant
  • Net Promoter Score: Sense of security and peace of mind

Connect to a world-class pool of talent all the while saving up to 70% operational cost without compromising quality of work and maintaining operational excellence by finding the right partner. The right partner also has an established Information Security in place to ensure patient data confidentiality regardless if working on site or remotely. 

Partnership with Infinit-O

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

Infinit-O Key Benefits:

We can build you a great, high-performance Denial Management team composed of:

  • Denial Management Specialist
  • Medical Coders
  • Medical Billers
  • Claims Processors
  • Enrollment Processors

Let’s work together to build a great  Denial Management Team.

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

For a free business consultation, you can schedule an appointment here.

10 months ago No Comments Views

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