BPOs Woo Nurses for Handling Healthcare Business
By Sujata Dutta Sachdeva
NEW DELHI: Nurses in India have never had it so good. After being wooed by hospitals in the US and Gulf, now the Indian IT/ITes sector is opening their gates to these Florence Nightingales. Outsourcing firms in the healthcare and life sciences and insurance space have started recruiting nurses and para medics to do jobs that require these specializations.
Although, a recent phenomenon, the trend started a few months back as BPO firms started providing end-to-end services to health insurance, pharma, medical devices and healthcare industries in the West. According to some estimates the total healthcare outsourcing services market is close to $30 billion today and is expected to grow at 10% over the next two-three years.
While companies started hiring nurses one year ago, no official marketing estimates on recruitment is available yet, say experts. Patni BPO for example, started recruiting nurses seven months back to handle long term care (LTC) management practice on behalf of insurance companies to manage medical care of elderly citizens in its Noida centre. As Sanjiv Kapur, Senior VP and Head Patni BPO, explains, “Nurses are involved in reviewing medical records, assessing risks, ensuring if medical check-ups are done on time. They also assist in timely administration of drugs, counselling and setting up physician appointments.”
The nurse also plays an important role in providing professional long-term care to the senior citizens. “Nurses in the US visit elderly patients to analyse their lifestyle and based on this they do a medical assessment. The assessment sheets are then sent to teams in India. Nurses here analyse and transcribe the details as per guidelines of the insurance company. The report is then sent back. Future diagnosis is done based on the assessment,” says Kapur.
“We handle adverse event reporting of drugs, product complains and questions, etc, for a leading US-based healthcare player servicing nearly 70 million customers,” says Ashutosh Vaidya, Head, Wipro BPO.
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