Accentia has developed a robust Model for easy transition, management and control of Healthcare Business Processes offshore. The Model involves the following well documented steps:
1. Management of Movement of processes to offshore locations
Some of the vital tasks involved in Moving the jobs offshore:
Existing Business Process Base lining
Fixing Service Level Agreements (SLAs)
Fixing Scope Of Work (SOW)
Finalizing the Standard Operating Procedures
Communication Plan for Concalls, Dashboards, Escalations etc
Risk Assessment of processes and risk mitigation strategies
2. Service Delivery Management
The Success of the project depends on the Service Delivery capability of the offshore entity and the processes followed by it. For all Service Delivery/operational matters, the General Manager – Operations will be single point of contact. The following are some of the key tasks involved in ensuring customer delight to our overseas clients.
Complying with agreed Service Levels
Communicating Variance in SLA to clients
Developing Performance Matrices for each sub-functionalities
Development of protocols for escalations
Process Management and Control
Quality Management and Control and reporting the same.
3. Adapting the right Technology to monitor and control process parameters
Accentia uses custom made applications to each verticals within its offshore BPM’s to derive organizational effectiveness in terms of:
Reduction in monitoring staff whereby reduce human errors and cost.
An effective MIS system accessible to all stakeholders of the project across the globe
Bring in ultimate transparency in its process and delivery
Bring in effective billing and penalization as per SLA
Effective Hourly automated email based reporting to managers at both overseas and offshore bases.
Effecting a performance based compensation levels within offshore units encouraging productivity
4. Accentia Certified standardized in-house Training.
The performance of the offshore entity can only be as good as the quality of the personnel who undertakes the tasks. Accentia addresses the above critical issue through its customized and standardized in-house training program that develops versatile BPO professionals out of graduates and post graduates. The key features of the training and development function at Accentia are:
Well documented recruitment and selection procedures
Modular training program that addresses every aspects of developing a complete BPM executive.
Daily performance evaluation resulting in a CGPA at the end of the month to decide on the Monthly remuneration during training days.
Classes on Business ethics, values, vision, mission and etiquettes to be followed in conducting business
Creating awareness on the responsibilities associated with managing third party business processes at an offshore location.
Training on Quality Management including six sigma
Training on corporate communication protocols
Training on Basics of IT and Internet Technologies.
5. HIPPA and Data Protection
Accentia gives utmost importance to the data security issues and maintains and fault-tolerant data security protocol at all its offshore locations. The Key features include:
Accentia's system is designed for secure, fully encrypted transmission of PHI in both voice and text formats
Accentia takes a multi-faceted approach to protection of PHI while in its domain. Access to data by company personnel and third party contractors is controlled both by clear protocols and contracts detailing privacy requirements as well as sophisticated username/password rule-sets which ensure clear data segregation and limited access as required solely to perform work required.
All employees and contractors are trained on privacy requirements and compliance is ensured via contract and ongoing audit procedures
Accentia is committed to exceeding HIPAA compliance regulations. We not only look at current requirements but anticipate for future requirements in order to stay one step ahead. We will continue to expand our technology to provide our clients with the latest in PHI security.
6. Business Continuity Plans/ Disaster Recovery Plans
This is the universal concern of most of the organizations thinking about offshoring their business processes. Disasters are unpredictable but having a fool proof Business Continuity Plan will ensure smooth functioning of the business irrespective of any disaster/disruption hitting a specific business location. At Accentia we have a well documented Business Continuity plan that could withstand most of the Natural/Man-made disasters. The Key Features the plan are:
Multiple VPNs and Mirror Servers providing redundancy
Multiple Locations having similar offshore capabilities provides for seamless shifting of jobs from one location to another.
Storage of data at three remote data centers
Continuous risk assessment and adopting precautionary measures
Fail over capabilities for Power, Data and other critical services.
Maintaining 20% spare capacity anytime as a growth strategy.
