Managing sensitive information of healthcare services entails administrative and back-office work that can easily be outsourced. Having an offshore team dedicated to these functions can establish an organised system to improve and streamline your operations.

Advantages in offshoring health information management services to the Philippines

Health Information Management involves organising, filing, analysing and retrieving a patient’s medical data. It is a crucial function to help ensure that healthcare operations and services run smoothly without delay.

Health information management also includes the following functions:

  • Designing data storage and retrieval networks
  • Implementing data processing systems
  • Analysing health data used in research
  • Clinical classification duties
  • Providing healthcare support services in coordination with medical staff
  • We believe in the value of business

Health information refers to the records of a patient’s medical history. This includes their particular symptoms, diagnosis, x-ray and lab results, treatments and procedures, physician’s remarks, and other vital clinical data. Physicians depend on this to accurately prescribe the appropriate medication or treatment. Researchers also rely on this information to track health trends, record health-related incidences and evaluate various treatments.

Thanks to technological developments, managing and providing Electronic Health Records to relevant stakeholders is done at a much faster pace and is more organised with updated security protocols to protect the privacy and ensure the safety of the patients and the providers.

In the wake of the pandemic, the dire need for qualified workers in the healthcare sector has dramatically increased, yet the supply of local talent can barely meet the demand. As COVID-19 continues its global impact, healthcare providers and organizations are struggling to keep up in maintaining and delivering accurate health information, aside from the utmost priority of dealing with the rise of infections.

In this environment, outsourcing health information management services is the best solution that will provide much needed support for the local healthcare sector. It allows them to focus more on their core functions that are directly involved in patient care.

In Australia, the average income of an experienced Health Information Manager would cost around AUD$73,000. For local staff members such as medical transcriptionists and clinical encoders, the salaries would average around US$25,000. With funding issues in the healthcare sector due to the COVID-19 crisis, an offshore team dedicated to handling health information management at a fraction of the cost can help alleviate budget concerns.

The Philippines is known globally for being a rich source of qualified coding specialists, medical transcriptionists, and other health information-related roles. Due to the country’s low cost of living expenses, building an offshore health data management team is more cost-efficient in terms of labour and facility expenditures. Filipino workers rank high in terms of English proficiency, as English is the language used primarily in education and employment training.

It is also an ideal location for centralising these services—including compliance to regulations and legislation and using the same computing platforms—to help streamline information management operations as well as improve accessibility and accuracy.

Offshore health information management team structure

Here are some of the most common health information management roles that are outsourced in the Philippines:

  • Medical Coder
  • Medical Coding Trainer
  • Quality Assurance Supervisor
  • Quality Assurance Manager
  • Medical Transcriptionist
  • Medical Claims Processor/ Analyst
  • Medical Billing Specialist
  • Quality Assurance Specialist
  • Chart Retrieval Specialist

Among the benefits of having an offshore staff, you can easily scale the size of the team depending on the volume of work and the needs of the healthcare organisation. You can hire several members to perform a few functions or assemble teams working together under the supervision of a health information manager. Because health information management is heavily reliant on technology, professionals in this service should have IT training—the extent of which will depend on their roles—aside from having medical expertise.

Healthcare data is very sensitive information which requires the utmost protection in compliance with the local legislation. It is recommended that you have local senior HIM professionals to establish the protocols and procedures that will be cascaded to the offshore team to maintain the organisation’s standards.

Coding Team

  • Operations Manager
  • Team Leaders (5-10 medical coders)
  • Medical Coders
  • Quality Assurance Supervisor
  • Quality Assurance Analysts

Medical or clinical coders should be skilled in medical terms and with the codes that describe diagnoses and procedures according to official medical publications. Quality Assurance specialists ensure accuracy of the data based on company standards. The Operations Manager supervises the team and coordinates with the local senior HIM staff. As with any offshore team, you can add more members such as coders and analysts when the need arises.

Transcription Team

  • Medical Transcriptionists
  • Lead Reviewer / Editor

Medical transcriptionists must be well-versed in medical terminology, proficient in English, and with excellent typing skills. They transcribe audio recordings of consultations to produce or edit medical records as per industry standards. The lead reviewer checks these records for accuracy and compliance. The records are passed on to the coders for archiving. Other members that can be added to this group are medical billing specialists and chart retrieval experts.

Healthcare Support Team

  • Operations Manager
  • Healthcare Advisors / Representatives
  • Team Leaders (10-12 representatives)
  • Quality Assurance Analysts
  • Quality Assurance Supervisor

A healthcare support team can provide administrative/back-office services, customer assistance, or professional medical advice (as authorised). An offshore support team handling these tasks will enable the local healthcare team to focus more on their patient’s needs. The team can also provide 24/7 customer support services for patients and for the medical staff.

Claims Team

  • Operations Manager
  • Claims Analyst / Assessors
  • Team Leaders (5-10 representatives)
  • Quality Assurance Analysts
  • Quality Assurance Supervisor

Health insurance companies are also consumers of data collected from health information management services. Health insurers use it for assessing claims and for business forecasts.

Having a dedicated offshore team with these members provides valuable support for local health insurance companies. Outsourcing your claims staff is ideal because it’s the kind of service that thrives on information management using cloud-based applications.

Highly skilled analysts in the claims team must be well-versed in medical procedures, local insurance laws, and company rules and regulations for compliance. Offshore assessors must have a sharp attention to detail to ensure that there are no errors in the records which will be used to process the correct payouts.

Team leaders will monitor the staff’s workflow and secure the information gathered while quality assurance analysts can check if the data collected is accurate and flawless. The Operations Manager oversees the whole operation and collaborates with the local HIM team.

If you wish to outsource a dedicated team for healthcare information management services, Twoconnect can provide you with an excellent offshore staff and the best facilities to suit your business requirements.

 Recruiting the most qualified skilled workers, performance management and employee engagement, providing updated IT infrastructure, and well-maintained work spaces—we can take care of that for you.

Twoconnect’s offshoring operations in the Philippines will give you tremendous benefits in terms of cost efficiency as you can save up to 70% on labour expenses while having full control over your offshore staff that supports your business endeavours.