Month: March 2021

Secure Business Success Through Customer Satisfaction

Customer satisfaction plays an essential role within almost every business because it promotes loyalty to existing customers and attracts potential ones from the testimony of those who are satisfied with the service or product they get from your company. According to a study, testimonials generate 62% revenue 92% buys a product after reviewing a good testimonial.

To fully appreciate the importance of customer satisfaction for your company, we listed 3 reasons how it can help you reach business success.

  1. Retaining Customers

As mentioned above, positive testimonials from satisfied customers can bring in more revenue through converting potential to actual customers. But more importantly, it creates loyalty by retaining existing ones. Note that the cost to get new customers is 6-7x more costly than retention. It puts into perspective how vital customer satisfaction is because instead of spending huge money on acquiring new customers, improving your existing processes and systems to cost only a fraction of your company’s resources. This will go a long way in saving costs and growing your business revenue.

Customers with a CSAT rate of 7 or more are considered satisfied and are likely to engage with your business again. But anything 6 or below means they are unhappy with you and are a huge attrition risk.

  1. Increase Sales Revenue

Companies focussing on customer satisfaction eventually take in on healthy sales revenue. Not losing old customers is key to a steady revenue from repeat business. It is important to note that customer satisfaction and increased revenue are correlated. If a satisfied customer stays loyal to your brand, buys often, and makes recommendations to family, friends and colleagues, it means a steady sale and potential increase as well. Knowing areas that are impacting customer satisfaction negatively and need improvement through surveys will also give you an overview on how to make more people satisfied with your business and will help improve customer satisfaction and reduce customer churn.

  1. Support Pillar 

Lastly, satisfied customers are more likely to stay by in times of crisis; they care for the brand and want to see it thrive. If they have loyalty and trust in the brand they will keep on supporting your business even in crises like this pandemic and can be your utmost support pillar to keep your business stay afloat. Their loyalty can also boost your brand reputation and popularity. Famous brands have dedicated teams and initiatives for improving customer satisfaction, which helps them achieve high sales figures.

Now that we know how vital customer satisfaction is for your business success regardless of the movement in the market, one more important thing to consider is build great, high-performing customer support teams. They are those who are making customer satisfaction possible because they directly take care of your customers and make them feel heard.  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.

How to achieve this?

Through having the right outsourcing partner. Look for these five traits for a great CX BPO:

  1. A+ Recruitment Process

The right partner not only has access to a world-class talent pool but they also ensure they can build a great customer service team for your company in just 30-45 days alongside training your team with customer service platform proficiencies like Zendesk, Freshdesk, Medallia among others

  1. Information Security

A great customer service BPO has an established information security system that makes sure your data and your customers’ data are kept secure, avoiding any type of breach and other security concerns. They should be ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliant. 

  1. Future-thinking in providing end-to-end solutions

A future-thinking BPO partner also prioritizes creativity, and valuing your partnership as an essential tool for designing and productizing services. 

  1. Established strategic analysis

This is because it’s the BPO partner’s job to be experienced with the advanced automating tools and the techniques of strategic analysis and help your company reach greater heights. 

  1. 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 CX 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 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.

2 months ago No Comments Views

Why Is Net Promoter Score Important Before Considering a Partnership?

Net Promoter Score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. Companies use NPS to assess which 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 any 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 and delighted with their experience.

To grasp the importance of NPS, we listed 3 reasons why:

  1. Promote Customer Loyalty

If you want to measure customer loyalty, NPS is the way to go. This measures how the outsourcing company put their customers first and how the voice of their clients matter to them. If their existing customers feel heard they will stay loyal to the partnership. One of the key benefits of Net Promoter Score is that it measures the likelihood of repeat business from their clients. Through this, you can forecast business growth, cash-flow, as well as assess the outsourcing company’s brand and overall customer satisfaction from their partners.

  1. Channel for Communication

If a company regularly conducts NPS surveys, it means that they are open to communicate with your existing customers and are interested in how they can improve their service and want to gain new ideas and better understand the requirements of their clients. It will also give you an idea of their business outlook and how likely they are to continue providing the best quality service.

At the same time, they are open to identify which clients are not happy and strive to do what can respond well to the needs of their clients. They understand that one bad experience ruins the image that took years to build. Having the knowledge on the importance of measuring NPS means they won’t risk their company’s reputation and business partnership.

  1. Peace of Mind

If the company you are planning to outsource your teams with has a good NPS you can have a sense of peace of mind that they aim to provide quality service and build you great, high-performing teams. You can be at ease that your investment will have long term pay off because they make sure that they prioritize your needs, listen to feedback and adjust strategic solutions based on the information they get from the Net Promoter Survey. Aside from getting the latest on your customer sentiment, a regular Net Promoter Survey is ideal for identifying trends and tracking business performance over time.

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 business solutions that can promise for the following:

  • Operational excellence
  • Build a great teams specifically designed for your unique needs
  • Operational cost savings of up to 70%
  • Access to world-class talent
  • +A recruitment process
  • Information and data security
  • Sense of security and peace of mind from NPS

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 HC team composed of:

Patient Support Services

  • Patient Concierge Specialist
  •  Insurance Verification 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

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

We can build you a great, high-performing R&D team:

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Ops Developer
  • Cybersecurity Specialist
  • Systems Integration Developer
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Systems Administrator
  • Other R&D Experts

We can build you a great, high-performing F&A team composed of:

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

3 months ago No Comments Views

Back Office Outsourcing. How Can It Help Sustain My Business?

Having a great back office (BO) support team is crucial for any type of business because they function as your company’s administrative backbone. With a well-established Human Resource, Payroll, Data Entry and other back office functions, you can focus more on strategies and business plans all the while taking care of your employees. This equates to business sustainability and stability as employees, administrative duties and overall business operations are kept well maintained.

Although finding quality back office teams is challenging for most companies especially if you don’t have access to best in class talent in the industry. Hiring the people not fit for your requestments can cause low-quality output, service delays, miscommunication and general operational problems.

But before you decide on hiring your own BO teams, we listed the benefits of having an outsourced team onboard.

  1. Operational Cost Savings

As with all outsourcing support teams, if you partner with the right company, you are assured with saving on operational costs at most up to 70% because you can utilize an existing, well-maintained administrative infrastructure on top of offshore low labor costs You also get to save the expenses allotted on hiring, training, technology, office overhead, and among others.

It’s important to note that the infrastructure for back office management (i.e. office, tools, software) is expensive both in time and financially. Other factors to consider are employee turnover, technology and training, software, hardware, and other service needs. Cost saving from these things allows your business to thrive because it can be allotted on other expenses to develop business strategies, research and development and even marketing plans.

  1. Quality Back Office Talent

The right outsourcing partner has access to world-class talent with a tried and tested A+ recruitment process that can build you quality teams in just 30-45 days, from hiring, training and onboarding. This is a huge contribution to business sustainability because you can have people working on your administrative core responsibilities with an assurance that the people onboard are already experts on the field.

Scouting for people with not just experience but skills and necessary training can be tough and challenging, especially in a tight labor market. Instead of focusing on finding people, you can redirect your time and efforts on making business connections and even planning to make your company fully adapted with the changes in the industry, with the shift to digital medium and remote work. Also, with the right partner, they give their clients involvement in the screening process in building their teams because they aim for a collaborative partnership.

  1. Gives You Freedom to Focus on Core Competencies

Above all else, back office support is vital because they free you up from administrative responsibilities and so you can realign your focus on the core competencies of your business which will ultimately help you reach your business goals. By placing these crucial but secondary processes in the hands of trusted and experienced Back Office Support experts, you and your executive team will have more time to concentrate on the most important aspects of your company such as planning, sales, marketing and client relationship management.

But to make sure to reap the benefits, make sure that the company you are partnering with has a >60 Net Promoter Score. Why?

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 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 any 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.

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

  • Operational excellence
  • Having a great back office team
  • Industry experience
  • Operational cost savings of up to 70%
  • Information and data security
  • >60 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 BO team:

  • HR Compensation & Benefit
  • HR Data Management
  • HR Employee Engagement
  • Employee Relations Officer
  • Recruitment Specialist
  • Payroll Specialist
  • Data Entry Specialist
  • Others

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

3 months ago No Comments Views

Infinit-O Global Named as Leading Inbound Call Center Services Company by Clutch

The Philippines has an emerging market for call center companies and is a formidable force in the global industry. The nation is known for its warm smiles and the friendliness of its people, making it a no-brainer as to why Filipinos are excellent when it comes to call center services.

Infinit-O is a world-class call center company that believes in the mantra that there are endless opportunities. Based in Manila, our company provides customized and flexible solutions to help you expand or optimize your business. We are a team filled with highly-trained tech-agnostic specialists that are committed to your needs.

Headquartered in Washington, DC., Clutch is an established business-to-business review and ratings platform. Clutch meticulously curates data-driven content and lists of the best-performing agencies and services providers from all over the world. Every year, they hold an awards cycle to recognize those top-performing companies.

It is an honor for us to announce that we have been recognized in Clutch’s 2021 awards. According to their recent press release, our company is one of the best inbound call center services providers.

Being recognized as one of the leaders is a true privilege for us considering the competitive market that we’re in. 

“We at infinit-O are thrilled to be named by Clutch as one of the top voice services providers of 2021. We would like to thank the entire team at infinit-O for all of their hard work and dedication to excellence required to earn this award!” 

— Mike Gunion, Vice President Sales & Marketing

Our team thanks everyone who is a part of making this reality. We’d also love to give a special mention to our clients, can not thank you enough for the trust and support you’ve given us. We are glad to see our clients satisfied with our services. Rest assured, we will strive for further excellence and continue working harder.

3 months ago No Comments Views

Sustain Business Through a Team of Outsourced Market Researchers

Market research is vital to any company in making better and more informed decisions. Especially with the shift in business models to adapt in the rapid deployment of remote work, understanding your customer and market behaviours will help determine the feasibility of offering a new product or service before dedicating time and budget into the new venture.

Without market research your source of information will be reliant on either instinct or anecdotal information which are not always accurate. Hence, building a team of market researchers is always a good investment for your business. Here’s are top 3 reasons on why you should hire your own team:

  1. Identify Potential Opportunities and Emerging Trends

Qualitative research identifies business opportunities through deeper probing in the industry where your business belongs to. They can gather the right information to know your target customers and gain a better perspective on their needs and wants. In return, you can adapt your business strategies and offer new products and services to appease your customers making you a few steps ahead of your competitors. Knowing what’s not and what’s hot in your industry is key to business success and stability.

  1. Recognize Investment Risk

Evidence based business strategy through the data your market researchers gather will significantly decrease investment risks because their suggestions and analysis leveraged on findings and insights extracted from data, trends and behaviors. Knowing industry benchmarks and in-depth knowledge on competitor research, employee engagement surveys and  areas for potential growth, you can center your business decisions to match your company profile and target customers which can lessen any investment risks for your business. This will open you and other decision makers on thinking new methods, ideas and tools but with evidence-based data.

  1. Understand Business Reputation

Knowing how your business is perceived and its reputation is hugely beneficial  because it allows a business the opportunity to understand what you are doing right and what aspects you can strengthen or adapt to achieve the desired perception you want from your customers. A business owner who knows the perceived reputation of his business can shape marketing and processes to either match or attempt to change how they wish to be thought of. Always remember that customer’s perception is key to business stability because their testimony about the experience from your business can make and break your company. Market researchers can help you know this vital information.

But it is important to employ great Market Research teams in order to reap the benefits stated above. With the help of the right outsourcing partner, they can build you a great, high-performing team to assist you make the best business decisions.

Why is it better to outsource? We listed a few reasons why.

Benefits of Outsourcing

  1. Access to World-class Talent at a Reduced Cost

Hiring market research and a R&D teams can be expensive because the experts in the field are not only limited but their level of expertise puts them in the top bracket in terms of salary grade. In addition, the training and certifications for research and data science are important but costly. Aside from labor cost, operational expenses such as hardware, software licenses, research service subscriptions, and maintenance are equally expensive. But with the right outsourcing partner, their A+ recruitment process and access to world-class talent allows them to build a great, high-performing R&D team within 30-45 days. They also have access to certified R&D 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. Information Security

In the digital age, information is power. This also applies to finding a great research and data BPO partner. A great R&D BPO has an established information security system that makes sure your data and your customers’ data are kept secure, avoiding any type of breach and other security concerns. They should be ISO 27001 and 9001 certified and GDPR, HIPAA, and DPA2012-compliant. 

  1. Operational Capability

This is often overlooked, but being aware of your company’s capability to create your own team is crucial. You have to know if you have the time to manage your research team, the space and office infrastructure to house additional staff along with a good remote-working system, resources for research tools and applications, and lastly the money to your team according to their skills and fund any necessary marketing training.

  1. Net Promoter Score of >60

Net promoter score helps businesses gauge the quality of the service offered by outsourcing companies. Organizations can use NPS to assess which 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 any 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.

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%
  • ISO 27001 and 9001 certified, GDPR, HIPAA and DPA20212-compliant
  • >60 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 R&D team:

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Ops Developer
  • Cybersecurity Specialist
  • Systems Integration Developer
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Systems Administrator
  • Other R&D Experts

Let’s work together to build a great Research and Data Team.

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

3 months ago No Comments Views

3 Myths About Healthcare BPO

The impact of the pandemic in the healthcare sector is undeniably profound as hospitals and healthcare organizations look for ways to deliver its services in the best way possible despite changes driven by the crisis.

To provide more focus on keeping patients cared for and satisfied, healthcare businesses have the option to outsource its non-core tasks such as revenue cycle management (RCM), CDI solutions, and even telehealth support among others from a trusted and reputable partner. This will help in improving employee morale and customer experience that in turn will also lead to better revenue and business stability in the long run.

However, the misconceptions surrounding healthcare BPO hinder some business owners to adapt the practice in their operations and reap its many benefits. By knowing these myths and debunking them, one can begin to understand the advantages of healthcare outsourcing and how it can help businesses stay resilient in these challenging times.

Myth 1: Healthcare outsourcing is expensive

The fact is building a team, whether it’s in house or outsourced, will always entail costs, but partnering with a good outsourcing company can save you on labor expenses as well as spending on expensive equipment.

In Deloitte’s Global Outsourcing Survey 2020, it was found that cost reduction is the primary objective of companies for outsourcing services. “The impact of COVID-19 plays a key role here: the uncertain economic environment is switching the focus back to the numbers,” the report stated. 

Outsourcing also gives you the best value for your money as it links you with experts who can assure fewer billing and transcribing errors and reduced processing time, resulting in additional savings.

Myth 2: Healthcare BPO partners are not secure

This misconception can be easily dispelled by taking into account that healthcare BPO follows international standards when it comes to security thus undergoing stricter measures to ensure compliance. Healthcare data breaches are more often due to gaps in data privacy processes and practices more than noncompliance of the BPO.

As the pandemic drove the rise in popularity of telehealth and virtual care, ensuring the safety and security of sensitive patient information has never been more important. It is best to look for an outsourcing partner that has security and compliance certifications such as the Health Insurance Portability and Accountability Act (HIPAA) and a robust IT infrastructure.

Myth 3: Managing a remote team is a challenge

Today’s technology has made it possible for companies to easily check in with their outsourced team wherever they may be in the world. Teleconference platforms and messaging applications among other tools make it feel like your outsourced team is not just a mere extension of the company, but also a part of the whole team.

For outsourced relationships to work best, transparency and communication between the company and the outsourcing partner must be observed at all times

Outsourcing has always proven to be a beneficial strategy to improve business operations, especially in the healthcare industry. The key is to just find the right partner that can provide the following gains:

  • Operational excellence
  • Build a dedicated team healthcare team (i.e. RCM)
  • Operational savings of up to 70%
  • Access to world-class talent
  • A+ recruitment process
  • Industry experience
  • HIPAA and DPA-20212 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:

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 healthcare team.

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

3 months ago No Comments Views

F&A Outsourcing 101

With the drastic change in the business and economic landscape brought by the pandemic, companies have to pivot and bring back the focus on its business goals to stay competitive in these changing times. In all of this, accounting plays a vital role not only in tracking income and expenditures but also in helping business owners make important decisions that can help move their venture forward.

Businesses need a dedicated team to properly handle its finance and accounting processes, but not all have the people and resources to build one internally, especially small and medium enterprises. This is where outsourcing comes in.

According to Clutch’s 2019 Small Business BPO Survey, accounting is the most commonly outsourced service among 195 businesses surveyed with 37% followed by IT services and digital marketing. It is also projected that F&A outsourcing will reach over US$16.5 Billion by the year 2025.

Here are just some key things to know if you plan on outsourcing your F&A solutions for more efficiency and business stability.

Outsourcing is cost-efficient

Outsourcing is not only cost efficient on overhead but you can also save time and resources because the right partner will ensure that they will build you tech agnostic F&A experts so you are sure that your outsourced teams are not only knowledgeable in F&A core responsibilities but they have necessary license and certifications as well. Overall, this can lead up to 70% operation cost savings.

These savings come without compromising the quality of service and productivity in the workplace. Cost efficiencies are extended to the management of the personnel costs that include salaries, government-mandated taxes, benefits on top of the other operational expenses while you still get the full benefit of a full-time employee.

Access to industry experts and experienced talent

In order to get the best results for your business, you need to make sure that the individuals handling your F&A functions are not just knowledgeable but experts in what they do. The scarcity of skilled candidates in the accounting profession doubled during the pandemic which made the talent access and hiring process even more challenging.

As a result, companies are spending more to hire skilled accountants by bumping up compensation offers and being more flexible on the customized benefits. In return the company will have to invest more to hire the right and best F&A talent. But with the right outsourcing partner, you will instantly gain access to world-class talent and A+ recruitment process.

A+ Recruitment

Finding, screening and recruiting for the best of the best is another great thing about outsourcing your F&A team. Your outsourcing partner will oversee the entire hiring process, filtering the best candidates for your company and making sure that they have the proper certifications and skills. You will also have the opportunity to take part in the screening process. Together, you will select the right talent for your outsourcing requirements.

By getting these time-consuming tasks out of your plate, you can better deal with your business goals including improving cash flow and looking for more ways to stay competitive in this economic climate. 

Another thing you must remember when looking for an outsourcing partner is to choose one that has a High Net Promoter Score.

Net promoter score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. Organizations 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.

Look for a trusted outsourcing company that can help you build a dedicated F&A team that has:

  • Access to talent through their A+ recruitment process
  • Cost saving of up to 70%
  • Adaptability in technological advancement
  • Established Information Security
  • Operational excellence
  • A great F&A team
  • 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-performance F&A team composed of:

Let’s work together to build a great F&A Team.

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

3 months ago No Comments Views

3 Reasons Why You Need to Outsource Health Informatics for EHR Support

While most of the services offered right now are transitioning over to digital and online platforms, healthcare is also making a shift. One of which is the digitization of medical charts through Electronic Health Record (EHR).

EHR is simply a digital copy of a patient’s paper chart. But this provides real-time and secured access of patient information to all healthcare staff that handles patient care. Other benefits of EHR is list below:

  • Immediate access of patient’s medical history, diagnoses, medications, treatment plans, laboratory and test results, and other medical information needed by all healthcare providers
  • Immediate access to evidence-based tools that providers can use to make decisions about a patient’s care
  • Automated and streamlined workflow
  • Readable and comprehensive patient charts as compared to handwritten data

But to take full advantage of the benefits of EHR, outsourcing a great, high-performing health informatics team is key to achieve this. We listed 3 reasons why.

  1. Save Time and Money

Health Informatics helps in automating data collection and logging of medical information for the patient. As a result doctors, nurses, and other hospital staff can focus on their patients and do not need to manually encode patient’s information, giving them more time to focus on patient care. Freeing them from this also results in saving more money because more work is done in a lesser amount of time.

Through proper handling of the information more lives will be saved by avoiding medication errors. A 2017 in the US records that these eros resulted in 550 deaths. In the US wrong medication orders cost about 136 billion dollars of liability as a result of doctor’s handwriting, misreading of orders, poor communication, and poor documentation. An expert equipped with Health Informatics literacy can greatly reduce the costs of healthcare and improve the lives of both patients and caretakers.

With the right outsourcing partner, you can save up to 70% on operation costs as well. Because of their access to world-class talent and A+ recruitment process, your budget can be allocated accordingly yet not compromising skills for your team.

  1. Improved Documentation

Since a team of Health Informatics are solely focusing on data organizing, there will be no worrying about scrambling for all the necessary patient information. Instead the only thing the healthcare professionals will focus on providing the best healthcare plan and treatment for their patients.

The best thing to remember is that the main purpose of Health Informatics is to help healthcare providers save lives through proper and improved documentation. This happens through organizing patient’s information and records for easy access by any healthcare professional in different healthcare departments. This results in a quicker diagnosis and treatment. It also minimizes miscommunication between each healthcare professional.

  1. Certified with Data Privacy Compliance

One of the emerging fears in EHR are data breach and general security concerns especially these records are saved online. But with a team of Health Informatics experts outsourcing from a trusted partner, you can be assured that they are certified with data privacy compliance and have an in-house security protocol to keep patient’s records safe and secured.

According to the Office of the National Coordinator for Health Information Technology the health record is “not just a collection of data that you are guarding—it’s a life”. Therefore, the there are major ethical priorities for electronic health records to follow:

  • Privacy
  • Confidentiality
  • Security
  • Data integrity

With the right outsourcing partner, you can be assured that they will build you a team of HIPAA and DPA20212 compliant because they understand that patient information should be kept secured and is only used for clinical documentation proposes.

HI Teams to Build:

  1. Clinical Abstractors
  • Receives patient’s records
  • Perform abstracting from moderate to highly complex clinical data
  1. Medical Review Specialists
  • Oversees and facilitates first level screening for patient records
  • Incorporate information from different healthcare teams
  • Ensure confidentiality with patient and physician information
  1. Implementation Specialists
  • Train healthcare staff on utilizing EHR
  • Troubleshoot problems and provider information to EHR developers

When looking for a trusted outsourcing company, partner with the one that can help you build a dedicated Health Informatics team 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 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 HI 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
  • Promoter Score >70: 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:

  • Building great, high-performing teams
  • 70% Projected operational savings 
  • 72 Net Promoter Score (2019)
  • 97% Client retention rate

We can build you a great, high-performing Health Informatics team composed of:

  • Clinical Abstractors
  • Medical Review Specialists
  • Implementation Specialists

We can build you a great, high-performing RCM teams composed of:

  • Medical Coders
  • Medical Billers
  • Patient Concierge
  • Clinical Abstractors
  • Patient Concierge
  • Medical Review Specialists
  • Care Navigators
  • Outbound/Inbound Collections
  • Other RCM Teams
  • Other Healthcare Support

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

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

3 months ago No Comments Views

RCM Teams to Outsource for This 2021

The impact of the COVID-19 pandemic to businesses, regardless of size or industry, around the world cannot be denied. As such, companies have to pivot and adapt new strategies to stay competitive in these changing times. Now more than ever, they have to focus on the areas of the business that will allow them to grow their revenue moving forward.

For healthcare businesses, it is important to give priority to core competencies especially patient care. Medical professionals should be eased from doing time-consuming administrative tasks so they can focus on their main responsibilities. What companies can do is opt to outsource their Revenue Cycle Management (RCM) functions instead so that no side of the business is compromised.

Through outsourcing, they can streamline operations to increase claims processing, decrease denials and unpaid claims, and stay on top of regulations and new RCM trends. Moreover, outsourcing will also save companies the time and resources of building and hiring an in-house RCM team and connect them with a pool of highly-trained specialists.

Here are four RCM Teams that you can outsource to help you improve cash flow and keep your business resilient.

  • Medical Coders

For fast and smooth billing processing, medical coding should be done accurately because it classifies all medical procedures and treatments in easy-to-understand codes, enabling all healthcare professionals to comprehend the medical journey of a patient. Having experienced medical coders in your team ensures less errors, which is important in the process of medical billing to guarantee that all healthcare providers are paid for their services and all claims are handled efficiently for patients. 

  • Medical Billers

Just like coders, medical billers are a must-have in your RCM team. They play a crucial role in any healthcare business practice because they are responsible for submitting medical claims to insurance companies, which is critical for the financial cycle of your company.

Medical billers have specialized knowledge on payments, bill adjustments, claim follow-up, claim denial resolution, and collections management. All of these components must be managed correctly to guarantee revenue flow.

  • Denial Management Specialists

Medical claim denials are one of the most common barriers to effective RCM. The inadequate management of these can lead to revenue loss, additional costs, and slowing down cash flow, which healthcare companies must avoid especially now that we are still facing a global pandemic.

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. 

  • Collections Specialists

Lastly, to yield the best results for your company, you may also need the expertise of collections specialists. These individuals have the responsibility to review and process billing information, debt, and unpaid insurance claims. It is also their task to find and locate debtors and arrange acceptable terms of repayment to protect your company’s financial assets.

When looking for a trusted outsourcing company, partner with the one that can help you build a dedicated RCM team 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?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 RCM experts
  • 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 >70: 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:

  • Building great, high-performing teams
  • 70% Projected operational savings 
  • 72 Net Promoter Score (2019)
  • 97% Client retention rate

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

  • Medical Coders
  • Medical Billers
  • Patient Concierge
  • Clinical Abstractors
  • Patient Concierge
  • Medical Review Specialists
  • Care Navigators
  • Outbound/Inbound Collections
  • Other RCM Teams
  • Other Healthcare Support

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

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

3 months ago No Comments Views

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