Why Outsourcing Patient Workflows Is No Longer Optional

Welcome to The CX Report, where host Steve Shefveland explores why healthcare organizations must stop trying to do everything internally and start outsourcing labor-intensive patient workflows.

Healthcare faces the perfect storm of rising labor costs, 30-60% turnover rates, shrinking margins, and growing patient volumes. But many organizations cling to "we've always done it this way" thinking while burning through budgets on scheduling, referrals, and revenue cycle management.

 

Insights:

- Outsourcing can free up 40-60% of patient support costs through hybrid human-AI models

- Keep your top third of employees, transition the rest to expert partners

- Focus on healthcare delivery, not running call centers and back-office operations

- Industries like banking figured this out 20 years ago - healthcare must catch up now

- Start small with low-hanging fruit: scheduling, eligibility verification, or appointment confirmations

 

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