Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Turn to BPO Experts for Better Workers’ Comp Outcomes - Hinduja Global Solutions Ltd. - ContactCenterWorld.com Blog

Turn to BPO Experts for Better Workers’ Comp Outcomes

Posted by Madhusudan Vasudevan

Insurance organizations that deal with workers’ compensation claims must leverage effective strategies for managing financial challenges inherent to the provision, including increased competition, staffing requirements, and new state regulations.


Sponsor message - content continues below this message

2021 '16th annual' Global Contact Center World Awards CLOSING SOON!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar

FIND OUT MORE HERE


Content continues ….

Claims operations leadership struggles to effectively transform operations to perform at the highest level of compliance and quality standards while also focusing on cost-containment. According to the National Council on Compensation Insurance (NCCI), medical costs for workers’ compensation have increased an average of 6% every year since 2002, and are typically higher than comparable non-job injuries.

An aging workforce, the prevalence of chronic and co-morbid illnesses, and emerging state rules and regulations also have a significant impact on claim costs. The Council also predicted that medical costs will represent 70% of all workers’ compensation losses this year.

Outsourcing for Increased Efficiency

Optimal cost effectiveness and flexible deployment of resources, particularly in the management of workers compensation claims, sometimes means partnering with an organization with proven record of managing workers’ compensation clients. It is proven that outsourcing claims management functions increases the productivity of business line managers and those in related functions, as they are not paper shuffling or spending hours trying to resolve side issues associated with claims. This is the most effective way to minimize administrative costs and increase revenue and market share, by keeping premiums lower, managing risk, and achieving organizational budget and growth goals.

Many organizations are turning to business process outsourcing (BPO) as an option that brings cost-containment, improved turnaround time (TAT), and service level excellence to these insurers. Effective BPO vendors will bring expertise and a competitive advantage to a myriad of functions and services, including medical bill review, reconsiderations, code and nurse review, provider data management and contact center solutions. Also, they bring in value added services through process reengineering and application of robotic process automation (RPA) to improve process efficiency

Rework is one of the top drivers of additional costs for workers’ comp insurers. It’s is all about getting it right the first time and having the right intellect and resources focused on the final objective. The ultimate goal is to take the most effective path to payment and return to work, via effective project management and skilled resources.
Medical cost containment is an area in which a BPO partner can make a critical difference in time, energy, and resources. Bill review and coding are other areas where a BPO partner can help streamline efficiencies. A BPO partner can review each treatment code (CPT code) to ensure it is related to a specific claim/injury, confirm compensability, appropriateness, eliminate duplicates, and ensure accurate coding.

Most organizations are now outsourcing complex functions like clinical and coding processes, due to a large talent pool with relevant certifications like NCLEX and CPC, which is an add on to their clinical/coding background.
Case management is another area of opportunity where case nurses’ and adjusters’ work can be categorized decoupled into core and administrative functions. This enables them to focus on their core strengths improving productivity and focus toward faster employee return to work, while their administrative tasks can be performed by offshore agent or nurse.

Automation as a Cost-Containment Strategy

A vendor partner can also ensure the right level of RPA deployment to automate redundant steps, which is critical to ensuring that claims are turned around in time to adhere to state-regulated bill payments and avoid costly penalties. Automation reduces the manual effort required for each activity or even totally eliminates the manual effort required for some tasks. Significant capacity optimization can be achieved by connecting and building business rules on multiple applications. This saves the valuable agent effort of toggling between systems enabling them to handle more and more complex transactions.

Robotic automation, a non-invasive technology, doesn’t require back-office integration through APIs and seamlessly works with end-user interfaces and enterprise applications. The technologically agnostic solutions work well with data-intensive processes, across multiple domains and industry verticals. It offers various functionalities including responding to external stimuli and deciding when to execute functions; acting autonomously to use and orchestrate any application; bringing inherent data protections, transactional integrity across systems; and providing clear audit trails and other system management functions.

The Bottom Line

A good business process outsourcing (BPO) partner that works with workers’ compensation as a specialty will have the knowledge and procedures in place to ensure every statute is met, every contingency is covered, every report is submitted correctly and on time, and everything is exactly as it needs to be, removing the bottlenecks to reduce costs and improve revenue flow.

BPO gives health insurance organizations the skills and synergy they need to improve internal policy and process maps, and ensure the highest levels of compliance in an increasingly complex statutory environment. A successful BPO/CCO partnership returns value beyond the terms of the Statement of Work between the payer and vendor; the partnership should enable payers to focus on their core mission and service to the community.

Source: http://www.teamhgs.com/blog/turn-bpo-experts-better-workers-comp-outcomes/

Publish Date: July 27, 2016 5:00 AM


2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)
PH: 833-427-7488

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 



View more from Hinduja Global Solutions Ltd.

Recent Blog Posts:
I See You: Staging Better CX, Using VideoJune 20, 2018 5:00 AM
3 Ways Social Media Can Make (or Break) Your CXJune 12, 2018 5:00 AM
How to Automate Enterprises for Cost Takeout and Enhanced CXJune 6, 2018 5:00 AM
3 Ways the Cloud Opens Horizons for CXAugust 3, 2016 5:00 AM
Turn to BPO Experts for Better Workers’ Comp OutcomesJuly 27, 2016 5:00 AM
5 Traits of Customer-Obsessed CompaniesJuly 13, 2016 5:00 AM
Combine AI and the Human Touch for Exceptional Customer ServiceJune 29, 2016 5:00 AM
CX Trends Forecast Disrupter No. 1: 5 Ways to Reduce EffortJune 15, 2016 5:00 AM
Payers Seek Cost, Integration Efficiencies in a Value-Based WorldMay 18, 2016 5:00 AM
Your Customers Are Chatting: Insights from the Front LinesMay 11, 2016 5:00 AM

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =