Healthcare and Home Infusion Process Outsourcing

Healthcare and Home Infusion Process Outsourcing

Delivering world-class results across the entire healthcare business process spectrum

Over a decade-long presence in the healthcare space has given us deep insights into the industry’s very interesting patterns and emerging trends, which we use to build our world-class solutions.

Learning from thousands of interactions every day, Teleperformance has deep experience in the healthcare sector. Teleperformance has supported leading global healthcare organizations, helping them run highly agile and value-enabled operations while constantly creating shareholder returns and exceptional patient experience. Our solutions combine all the best of analytics, technology, and the skills our people have to offer. More importantly, we constantly engage with our partners to build healthcare processes with greater focus on non-touch and right first-time approach.

We put forth continuous efforts to strengthen our expertise across the healthcare ecosystem. We have created long-term strategic partnerships and have helped clients turn challenges into competitive advantages, enhanced revenues, and cost reductions.

Putting the “Care” in Healthcare: Our Tech and Solutions

Putting the “Care” in Healthcare: Our Tech and Solutions

  • Outcome-driven people and innovative technology solutions across both payer and provider functions optimizing costs constantly

  • Decades of cumulative experience in the healthcare industry

  • Managing processes for global clients, including Fortune 500 organizations

  • Delivering services and intelligent automation products across the entire spectrum of Revenue Cycle Management

  • In-house Lean, Six Sigma, COPC, Analytics, and RPA teams that offer sophisticated solutions to clients constantly

Provider Value Proposition

RCM Front End/Patient Access

  • Intake management
  • New and existing enrollments
  • Eligibility and coverage
  • Patient records management
  • Payer changes and reverification

RCM Mid-Office

  • Diagnostics coding
  • Procedural coding
  • Charge capture

RCM Back-Office

  • Billing/suspended billing
  • Denials resolution and prevention
  • Appeals management
  • Payment posting
  • Refund/credit processing
Provider Value Proposition

Provider Value Proposition

RCM Front End/Patient Access

  • Intake management
  • New and existing enrollments
  • Eligibility and coverage
  • Patient records management
  • Payer changes and reverification

RCM Mid-Office

  • Diagnostics coding
  • Procedural coding
  • Charge capture

RCM Back-Office

  • Billing/suspended billing
  • Denials resolution and prevention
  • Appeals management
  • Payment posting
  • Refund/credit processing

Our solutions leverage healthcare support workers, including coders with credentials from CPC, CPC-H, CCS, and CCS-P from AAPC and AHIMA.

Our solutions leverage healthcare support workers, including coders with credentials from CPC, CPC-H, CCS, and CCS-P from AAPC and AHIMA.

Business Impact Delivered

Business Impact Delivered

  • 100% of diagnostics coding for a hospital billing company
  • 35% reduction in turnaround time in coding process
  • Encore Coding Academy in Chennai that provides a steady flow of trained coders
  • 24-hour payment application Turn Around Time (TAT) improved from 64% to 96%
  • 50% improvement in first-time resolution in patient inbound calls
  • Enhanced Medicare collections to 90% paid rate (an improvement of 23%)
  • 98% Customer Satisfaction for a Fortune 500 major healthcare benefits provider

“Teleperformance is always easy to work with and very flexible. We can count on Teleperformance to deliver on our requirements and provide us with the best experience possible.”

Client testimonial from a major healthcare provider.

All processes are strengthened with Lean, Six Sigma, and transformation capabilities and supported by specialized tools spanning the RCM cycle.

All processes are strengthened with Lean, Six Sigma, and transformation capabilities and supported by specialized tools spanning the RCM cycle.

Healthcare Landscape: Provider

  • $1.2 bn
    Cash posted annually
  • 1 min
    Average order intake process
  • $100 mn
    Savings delivered through our global service delivery
  • 16 days
    Reduction in time to collect
  • $15 mn
    Increase in payer collection
  • $8 mn
    In self-pay collections
  • $50 mn
    Transformation benefits delivered to our healthcare clients
  • 1.2 mn
    Transactions processed through RPA
  • 15 mn
    Medical charts coded annually
  • 35%
    Reduction in patient repeat calls
Payer Value Proposition

Payer Value Proposition

Member Acquisition and Retention

  • Quote generation
  • Correspondence
  • Enrolment and eligibility
  • Record management
  • Member loyalty program
  • Member query management

Provider Operations

  • New provider onboarding and registration
  • Provider authorization
  • Provider data management
Operations & Administration

Operations and Administration

  • Billing/suspended billing
  • Claims indexing
  • Claims processing
  • Claims review
  • Claims adjudication
  • Claims editing
  • Fraud and abuse detection
  • Payment adjustment
  • Receivable management
  • Correspondence

Business Impact Delivered

  • Plugged revenue leakages of $2.1 mn by implementing DMAIC projects in Quotes process
  • Invoice processing referrals reduced from 13% to 1.8%
  • Overall TAT reduced from 4 days to 24 hours
  • FTR improvement from 68% to 88% using Six-Sigma and Lean processes
Business Impact Delivered (1)

Business Impact Delivered

  • Plugged revenue leakages of $2.1 mn by implementing DMAIC projects in Quotes process
  • Invoice processing referrals reduced from 13% to 1.8%
  • Overall TAT reduced from 4 days to 24 hours
  • FTR improvement from 68% to 88% using Six-Sigma and Lean processes

Integrated, unified, and scalable platform for managing end-to-end revenue cycle management services.

Integrated, unified, and scalable platform for managing end-to-end revenue cycle management services.

Healthcare Landscape - Payer

  • $0.35 bn
    Invoices paid annually
  • 2.25 mn
    Overall volumes handled annually
  • 0.21 mn
    Benefit and rewards queries handled annually
  • Ranked 1st
    for “Best Emails” in the annual UK top 50 Customer Service Forum
  • 2 years
    in a row, recognized as “Best Supplier Award” and “Best Account Manager”
  • $5.42 mn
    Savings in bill auditing tariffs checking
  • $0.50 mn
    Savings delivered through various PEX projects
  • 99.73%
    Financial accuracy delivered in invoice payments
  • 17 years
    Strong partnership with 100% SLA delivery
  • 29%
    Reduction in complaints

Teleperformance can help you redefine care through powerful innovation. Let our healthcare solutions elevate your business results.

Contact us

Teleperformance can help you redefine care through powerful innovation. Let our healthcare solutions elevate your business results.

Contact us
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