Industry Landscape on Healthcare Bpo

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A REPORT
ON

INDUSTRY LANDSCAPE ON HEALTHCARE BPO

By
ALBEY MATHEW STANLEY
11BSP1276

SUTHERLAND GLOBAL SERVICES

A REPORT
ON

INDUSTRY LANDSCAPE ON HEALTHCARE BPO
By
ALBEY MATHEW STANLEY
11BSP1276

SUTHERLAND GLOBAL SERVICES

A Report submitted in partial fulfilment of the requirements of PGPM program of IBS Mumbai
Date of Submission:-11th June 2012

Authorization

A Report submitted in partial fulfilment of the requirements of PGPM program of IBS Mumbai

ALBEY MATHEW STANLEY
Date of Submission:-11th June 2012

Submitted to
Company Guide Faculty Guide
Dimple Mande Prof: S. S. Desai

Acknowledgements

It is my pleasure in thanking my Company Guide/Head of Department Miss. Dimple Mande for giving me the opportunity to work on this report.

I would also wish to express my sincere gratitude to my Faculty Guide Prof. S.S.Desai for her continued support & valuable inputs & feedback which has helped me in completing my project in an efficient manner.

It is needless to mention that the support of all the faculty members at IBS Mumbai has been a source of inspiration on a time to time basis

Also sincere wishes to all my colleagues at Sutherland Global Services & all who have been a continued support for me & made it a point that I complete my report on time Finally I would like to express my heartfelt thanks to my parents who have been a support all throughout the duration of internship & all my friends who have been directly or indirectly a help for me in the completion of the project.

TABLE OF CONTENT

Authorization…………............................................................................. 3 Acknowledgement......................................................................................4 1. Abstract.......................................................................................................5 2. Introduction of the Project

a) Objective.....................................................................................................5 b) Methodology...............................................................................................5 3. Industry Overview

c) Health BPO care industry...........................................................................8 d) Trends in Healthcare Industry………………………..………………......9 4. Need for outsourcing in health care industry…........................................14 5. Outsourcing in US Healthcare industry…………………........................16 6. Parties involved in health care BPO industry……..…………………….18 7. Financial flows in US healthcare………………………………………..19 8. Provider value chain…………………………………………….………20 9. Provider value chain functions………………………………………….21 10. Services provided by Health care BPO’s (Provider)................................25 11. Payer value chain…………………………………………......................26 12. Payer value chain functions…………………………………..…………27 13. Services provided by Health care BPO’s Payer………………………...31 14. Pharmaceutical Industry………………………………………………...34 15. About Company........................................................................................38 16. Findings…………………………………………………………………42 17. Suggestions and Recommendation…………………………...…………44 18. Conclusion………………………………………………………………85

ABSTRACT
This summary gives a summary of the US health care industry & the healthcare BPO industry. This report speaks about 3 main elements of the health care structure namely Provider
Payer
Pharmaceuticals
The report elaborates only on Provider. Here the different processes of the healthcare industry are identified & presented in a structured format. Once the process or flow of processes is identified then the processes which can be outsourced are identified. These processes are of keen interest for Sutherland global Services. As Sutherland being a BPO it is interested in getting business...
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