On August 24, 2023, HIMAP (Healthcare Information Management Association of the Philippines) conducted its second Virtual Learning Session, focusing on the multi-faceted transformation within the BPO healthcare industry through actionable insights and discussions.
The event commenced with opening remarks by Judy Whisenhunt, President of JBW Managed Services and Consulting Corp, also a HIMAP Board of Trustee and Chairman of the Membership Committee. She introduced the session's moderator, Ms. Haidee Enriquez, CEO of Microsourcing.
Richard Tan, Vice President for Client Relations at Infinit-O, discussed the projected growth of the BPO healthcare industry from $334.15 billion in 2021 to an impressive $775.76 billion in 2023, emphasizing the shift towards outcome-based approaches. This approach emphasizes patient outcomes as the primary measure of healthcare success, rather than just service quantity, leading to better patient outcomes and population health improvement. The approach involves understanding processes, identifying bottlenecks, reviewing processes, automating tasks, employing generative AI, and concentrating on business outcomes.
A panel discussion followed with Nicki Agcaoili, Chief Strategy and Planning Officer of Carelon Global Solutions, and Dr. Peter Edu, Vice President for Operations and Chief Clinical Officer at LKN Strategies. They discussed emerging technologies like Language Learning Models (LLMs) and their transformative potential. The panel highlighted that these advancements would reshape not only technological aspects but also the overall organizational perspective, impacting healthcare BPO significantly.
Ms. Enriquez raised the issue of brain drain in the country and its impact on the industry. The panel discussed how the healthcare BPO sector offers opportunities for allied healthcare professionals and suggested collaboration between the industry and the government to retain talent.
The discussion addressed various topics, including automation concerns related to HIPAA and client-provisioned tools, the impact of transformation methods on healthcare delivery models, AI's influence on the BPO landscape, data privacy, and the challenge of balancing headcount demands with talent supply.
To conclude, the panelists were asked about their suggestions for healthcare industry experts. Dr. Edu emphasized a partner mindset with clients and collaboration with academia to include non-clinical aspects in curricula. Mr. Tan added that embracing technological advancements, facilitating learning sessions, and selective hiring were important. Mr. Agcaoili summarized the key takeaways: prioritizing automation, eliminating non-value-added activities, and investing in talent.
Geraldine Marcial, HIMAP's membership co-chair, concluded with remarks advocating for an outcome-centered healthcare approach, branding transformations, and the potential of the healthcare BPO industry's future.
Stay connected:
