- Apollo Health Street
- EXL Service
- Tata Consultancy Services
In 2009, the Black Book healthcare BPO industry user survey investigated over 130 contracts held by 352 of the top nonprofit, charitable organizations and related agency spending clients globally in the outsourcing market place. 48 healthcare BPOs offering specific hospital, physician practice and payer (HMO, PPO, insurance and government agency) services qualified for side-by-side competitive analysis in this report. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
- Key finding: most important customer satisfaction KPIs
Deployment, systems security and backup, vendor reliability and viability are the most important attributes influencing healthcare BPO clients' satisfaction with their 2009 outsourcing providers following healthcare industry expertise.
- Key finding: vendor dissatisfaction is uncommon in the healthcare BPO industry among top-ranked suppliers
Strong dissatisfaction is uncommon in this niche BPO sector, occurring in only 4.0% of clients globally. Retention rate is among the healthcare industry’s
highest at 88.1% annually.
Large US hospital systems and payer clients are among the most satisfied with onshore services delivery. Less than 6.2% of all surveyed clients polled described strong dissatisfaction with their chosen offshore outsourcing vendors for 2009 vertical-specific healthcare initiatives.
- Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end healthcare BPO vendor produce the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
Industry: Sourcing: Industry Specific BPO
Keywords: business, process, outsourcing, BPO, healthcare, payer, insurance, financial, transactional, support, decision, supply, chain, customer, relationship, management, CRM, technical, product, HMO, PPO, hospital, corporate, health, medical, physician, TPA, care, managed, government
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