HEALTHCARE STRATEGIES
hour-long healthcare strategy call ,” he explains . This is coupled with bi-weekly updates on client outreach and tactical discussions . “ We talk about what we ’ re seeing in the marketplace , with some of the large , disruptive events in the healthcare market , how things are developing and our potential approach .”
Healthcare is playing catch up to huge market changes , a daily issue for Anderson . “ As large as it is , the healthcare industry is relatively immature ,” he begins , citing that it accounts for around 17 % of US GDP . He adds that healthcare is very much a consumer-facing industry and must be seen as such . “ A lot of organisations – big players , like medical device companies or hospital systems – still have in-house models , for example handling all the patient scheduling at the front desk . There ’ s a desire in healthcare to own the business model from a local perspective , but not only is that very inefficient , it also doesn ’ t leverage any industries that are experts in this .”
Intelenet uses BPO software to bring this almost archaic management technique into the 21st century . “ We can leverage a team
of 200 consultants we have as fulltime employees , bring them in , do some end-to-end process mapping and discovery engagements , and identify opportunities for improvements … something that ’ s missed by keeping it in house .”
CUSTOMER FOCUS
As competition increases , customer service must be looked at in a new light . “ Healthcare companies have always been concerned with how
28 June 2018