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India has the largest back office skill for global healthcare support: Uthaman Bakthikrishnan

Nandita Vijay, Bengaluru
Tuesday, October 11, 2022, 08:00 Hrs  [IST]

India has the largest back office skill for global healthcare support and has been a pioneer in providing such solutions, said Uthaman Bakthikrishnan, executive vice president, ClearTouch which offers cloud-based contact or call centre platforms.
 
Digital transformation is the key to healthcare as the sector concedes the importance of customer experience to increase loyalty, lower operational costs and enhance patient experience.

According to Bakthikrishnan, one of the main tasks they undertook in providing back office skills was in revenue cycle management where specific services are provided not just for BPO (Business Process Outsourcing), but also for more specialized areas like the pharma industry. This enabled India to become a major contact centre hub for the global market decades ago.

India is well entrenched in this space because it has the technology and the kind of touch points to come up with solutions. Contact centres in the healthcare space are also keen to tap opportunities, understand them, adapt and come up with solutions. As of now, all the major technology solution providers are from India and a majority of all the work happens in our country, Bakthikrishnan told Pharmabiz.

The workforce qualifications are not in any way related to healthcare and the professionals may not be aware of all the nitty-gritties of what is going on in the background. But at the senior level of these operations, most of them are doctors with a business bent of mind as they have an understanding of the hospital and patient care operations which are proving to be resourceful in this field, he added.

During the peak of the Covid pandemic, adoption of cloud-based solutions was tepid with only WhatsApp, video conferencing or mobile phones deployed to handle the situation. Instead, when the coronavirus disease spread was waning, considerable focus was on the indispensability of cloud-based contact centres. It was here that companies like ClearTouch, which has over two decades of operational presence and experience in cloud-based models for banking and other sectors, pitched in to provide its expertise in healthcare. Some of the tasks performed using our platform include appointment scheduling and post-follow-up. Leading Indian healthcare providers are using our platform as they see a tremendous value for customized solutions offered, said the ClearTouch EVP.

Cloud-based solutions have convenience, network bandwidth, on-demand access, resource pooling to provide a single view for a customer to share the solution, or discuss the problem and provide the right solutions using digital technology. Artificial intelligence, data-voice analytics and machine learning are implemented in the background. It would not only make life easy for the customer but also for doctors and medical insurance providers to help them offer the best solution anywhere in the world from India, he said.

From a usage standpoint, the big demand is from North America while other countries are realising the need to catch up. Even Indian healthcare will need these solutions, which make the contact centre a flourishing sector, said Bakthikrishnan.

 

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