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Indian Industry Insight - Non-Voice BPO in Healthcare Product Image

Indian Industry Insight - Non-Voice BPO in Healthcare

  • Published: March 2008
  • Region: India
  • 127 Pages
  • Cygnus Research

FEATURED COMPANIES

  • Ajuba
  • Comat Technologies
  • FirstSource
  • Infosys BPO
  • Nipuna Services
  • TCS BPO
  • MORE

Global healthcare market was worth over USD4.17 trillion in 2005, a growth of 7.16% over 2004, higher than global GDP. The Indian healthcare BPO services industry includes health insurance, medical transcription and health care service. Non Voice based services contributed about 45% of total revenues, balance being from voice based services. Currently, non captive BPO companies in India derive about 16.5% of their revenue from healthcare, which is expected to go up to 20% in the coming 3 years, with regulatory, cost and competitive pressures forcing healthcare providers and payer companies to outsource a greater part of their operations.

This report covers non-voice offshore healthcare-BPO services industry, in India. It focuses on outsourcing from healthcare industries in the US, the UK, France, Germany and Australia—the major target markets for Indian healthcare BPO service providers. Highlights of the report include snapshots of major healthcare markets worldwide, processes outsourced, growth drivers, in-depth coverage of healthcare BPO services, and profiles of leading companies in India in the healthcare BPO space.

This report will help BPO service providers, READ MORE >

1. EXECUTIVE SUMMARY
2. OVERVIEW
2.1 Global BPO Industry
3. GLOBAL HEALTHCARE INDUSTRY
3.1 Industry segments
3.2 Major Markets
3.2.1 US
3.2.2 Europe
3.2.3 Australia
4. OUTSOURCING PROCESSESS
4.1 Healthcare Providers
4.1.1. Revenue Cycle Management
4.1.2 Accounts Receivables Management
4.2 Healthcare Payers
4.2.1 Claims Processing
4.3 Others
4.3.1 Benefits consulting companies
5. BPO IN HEALTHCARE – INDIA
5.1 Overview
5.2 Market Trends
5.3 Regulations & Policies
5.3.1 Indian Government Regulations & Policies
5.3.2 Major State Government Regulations & Policies
5.4 Issues & Challenges
5.4.1 Confidentiality & Data Security
5.4.2 Legal issues
6. GROWTH DRIVERS
7. CRITICAL SUCCESS FACTORS AND STRATEGIES
7.1 Critical Success Factors
7.2 Strategies for success
8. INDIA AS A DESTINATION OF HEALTHCARE OUTSOURCING
8.1 Major Healthcare Outsourcing Service providers
8.1.1 Major Healthcare outsourcing providers
8.1.2 Market Size of Healthcare BPO in India
9. PROFILES OF HEALTHCARE BPOs
9.1 Ajuba
9.2 Apollo Health Street (AHSL)
9.3 CBay Systems
9.4 Comat Technologies
9.5 Lapiz Healthcare
9.6 Promantra
9.7 Tranquilmoney
9.8 Vision Healthsource
9.9 WNS Global Services MNC – Healthcare BPOs
9.10 ACS of India Private Limited
9.11 Cognizant Technology Solutions
9.12 IBM Daksh Business Process Services Private Limited Indian Healthcare BPOs
9.13 EXL Services
9.14 Datamatics Technologies Ltd (DTL)
9.15 Hinduja TMT
9.16 FirstSource
9.17 Nipuna Services
9.18 Infosys BPO
9.19 TCS BPO
9.20 Wipro Healthcare & Life Sciences
10. FUTURE OUTLOOK
ANNEXURE 1: MAJOR HEALTHCARE PAYERS AND PROVIDERS
ANNEXURE 2: KEY FACTS - MARKETS FOR BPO IN AMERICAS, EUROPE, ASIA
AND OTHER COUNTRIES
ANNEXURE 3: LIST OF ABBREVIATIONS
ANNEXURE 4: BIBLIOGRAPHY

LIST OF FIGURES
Chart 2.1: Major Markets Share in Global ITO Mega Deals – 2004 & 2005
Chart 2.2: Major Markets Share in Global BPO Mega Deals – 2004 & 2005
Chart 3.1: Global Healthcare Market - Regional Share & Size*
Chart 3.2: Public vs. Private Healthcare Expenditure 2003-07
Chart 3.3: US - GDP & Healthcare Expenditure 2003-07
Chart 3.4: Public vs. Private Healthcare Expenditure 2003-07
Chart 3.5: UK - GDP & Healthcare Expenditure 2003-07
Chart 3.6: Public vs. Private Healthcare Expenditure 2003-07
Chart 3.7: France - GDP & Healthcare Expenditure 2003-07
Chart 3.8: Public vs. Private Healthcare Expenditure 2003-07
Chart 3.9: Germany - GDP & Healthcare Expenditure 2003-07
Chart 3.10: Public vs. Private Healthcare Expenditure 2003-07
Chart 3.11: Australia - GDP & Healthcare Expenditure 2003-07

LIST OF TABLES
Table 2.1: Top 10 Best Performing BPOs in 2007.
Table 2.2: Outsourcing Revenues of Big Six, 2002-07(USDm)
Table 2.3 Major Players in Outsourcing
Table 3.1: Leading Hospitals in the US
Table 3.2: Major Health Plan Providers
Table 3.3: Healthcare Providers – UK
Table 3.4: Health Plan Providers – UK
Table 3.5: Healthcare Providers – France
Table 3.6: Health Plan Providers – France
Table 3.7: Healthcare Providers – Germany
Table 3.8: Health Plan Providers – Germany
Table 3.9: Healthcare Providers – Australia
Table 3.10: Health Plan Providers – Australia
Table 5.1: Indian BPO regulation vis-a-vis competition
Table 8.1: India vs. US BPO
Table 8.2: Major Healthcare BPO Companies in India

LIST OF FIGURES
Figure 4.1: Revenue Cycle Management - Schematic Diagram
Figure 4.2: Accounts Receivables

The healthcare industry in India has come a long way. In India healthcare is delivered through both the public sector and private sector. The public healthcare system consists of healthcare facilities run by central and state government and private sector health services range from those provided by large corporate hospitals, smaller hospitals and nursing homes and clinics run by qualified personnel. With the Indian economy enjoying a steady growth, the industry is heading towards growth phase. Globally, healthcare segment accounts for 7% of outsourcing revenues and is expected to increase further for reasons like rising healthcare costs, falling profitability of healthcare providers and payers, and the growing potential of IT application in healthcare.

However, in India currently IT/ ITES companies (non captive BPOs) in India derive about 16.5% of their revenue from healthcare, which is expected to go up to 20% in the coming three years, with regulatory cost and competitive pressures forcing healthcare providers and payer companies to outsource a greater part of their operations. In the second chapter of the report overview of the global BPO industry has been covered. In the healthcare BPO segment, Philippines, Taiwan, Thailand and some East European countries seem to be competitors to India, but Cygnus envisages that India will be able to retain its leadership for healthcare off shored activities.

Healthcare industry can be segmented into three categories - products, services and product-cum-services. The industry can be divided into developed and emerging markets. The major regions in developed markets include – North America (which includes the US and Canada) , Western Europe, Japan, Australia while emerging markets include – South America, Eastern Europe, Asia excluding Japan and Africa.

A brief portrayal of the big six healthcare providers and payers is given in the third chapter of the report. An overview of the major healthcare processes and sub processes along with the potential candidates for outsourcing are given in the fourth chapter. However, based on the type of clients, BPO offerings are sub-divided into three major categories namely healthcare providers, healthcare payers and others. Healthcare providers mainly outsource revenue cycle management and account receivables management while healthcare payers generally outsource claims processing. The “others” category is sub-divided into medical billing companies and benefits consulting companies. The fifth chapter deals with healthcare BPO in India and also outlines Indian government regulations and policies regarding the BPO sector. According to Cygnus estimates, India captured 57% of offshore healthcare BPO. Indian BPO industry rose by 33% over 2006 to USD11 billion in 2007. According to Cygnus estimates the healthcare BPO sector is expected to grow rapidly over the next decade, to reach a level of USD50 billion by 2012. A brief description of IT/ITES policies in the major Indian states has been also provided in the fifth chapter.

The sixth and seventh chapters deal with growth drivers and critical success factors respectively. Over the last five decades India has built up a vast health infrastructure and manpower. The healthcare BPO growth drivers can broadly be categorised into – demographic, operational and financial. Critical success factors can broadly be divided into human resource management, client relationship management, financial management and data security. The eighth chapter deals with India as a hub for healthcare outsourcing. India at present is the favourite destination and reasons for it to continue in the near future, has been discussed in this chapter. Major players like Healthcare BPO and Indian healthcare BPO market size estimations are also briefly covered. The ninth chapter includes the profiles of the major healthcare BPO companies in India. It has covered total 20 healthcare BPO companies including MNCs and pure play healthcare BPOs.

The report concludes with a future outlook. Cygnus believes that Europe will increasingly outsource to various destinations and by 2010 it is expected to be the major market for Indian healthcare BPO. Success of European healthcare IT outsourcing to India and the business relationships formed between European and Indian hospitals as well as insurance companies are expected to increase the flow of healthcare BPO from Europe to India.

- Ajuba
- Apollo Health Street (AHSL)
- CBay Systems
- Comat Technologies
- Lapiz Healthcare
- Promantra
- Tranquilmoney
- Vision Healthsource
- WNS Global Services MNC – Healthcare BPOs
- ACS of India Private Limited
- Cognizant Technology Solutions
- IBM Daksh Business Process Services Private Limited Indian Healthcare BPOs
- EXL Services
- Datamatics Technologies Ltd (DTL)
- Hinduja TMT
- FirstSource
- Nipuna Services
- Infosys BPO
- TCS BPO
- Wipro Healthcare & Life Sciences

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