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By Ashish Kumar Aggarwal
March 29, 2023
Those considering offshoring their RCM may have questions about setting their teams up for success. The right partner will ease any concerns and instill confidence in your team by leveraging commonly used project management tools and engaging in open, honest communication.
When considering the life cycle of the engagement, here are some best practices you should watch for. Once you’ve decided to outsource, you and your outsourcing partner should work together to:
While all the above are essential for successful offshoring, other activities are equally important. These activities require both teams to work together and have open and honest dialogue.
Process documentation to capture customer workflows and how the customer's revenue cycle works is essential. Documenting Standard Operating Procedures (commonly known as SOPs) also helps to ensure full transparency for all involved. If these documents aren’t readily available, you and your vendor will need to work together to build these documents and have them approved by both parties before work begins. These types of records help ensure that, from an operational perspective, both teams are fully informed.
When offshoring, your organization should expect to have the following team members assigned by your RCM partner:
The absence of any of these roles should raise alarms. These individuals are critical for a successful engagement.
Additionally, any new transition requires calibration. This allows the team to identify any further gaps. RCM is complex and each healthcare organization has unique team compositions and operating procedures. A commitment to continuous improvement through periodic evaluations helps the team align, address potential issues, and recommit to the goals.
In many instances, when people offshore, they may replace team members that possess 15-20 years of coding experience with outsourced team members who are relatively fresh in their career journey. As such, the RCM partner should perform some basic activities to ensure quality output, such as:
It’s essential to keep staff (on both sides) motivated and engaged. One way to do this is to tie the project’s success to individual performance reviews. If people know their merit increases depend on the success of the RCM transition, they are more likely to be motivated and actively participate. Tying team performance metrics to the project is a great way to ensure the project remains a priority.
Additionally, for RCM vendors, it’s essential that project managers be clear about the importance of customer satisfaction.
Having a value mindset needs to be top of mind for everyone involved in the project.
Regular meetings help teams discuss progress, address challenges, remove barriers, review metrics, and share concerns. Engagement in all aspects of the project, beyond the metrics, is essential. This is a great time to review processes, KPIs, and leading indicators.
Monthly business reviews provide opportunities to review performance data and discuss how the past month’s performance is measured against expectations.
Strategic quarterly meetings that involve leaders of both companies are also critical. During these meetings, it’s critical to discuss:
With all these elements in place, you can rest assured that your team and your RCM partner will be on a path to success. The most important element that everyone must agree on is having a team mindset. Don’t treat your outsourced partner as a vendor. Best results are often delivered when vendors are treated as an extension of your team. A team mindset will help everyone stay motivated and view the project as a priority.
Ashish Kumar Aggarwal
Senior Vice President – Operations and Process Excellence
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