KNOWLEDGE PROCESS OUTSOURCING: Moving Beyond Transcription Services

On July 16, 2011, in Outsourcing, by Business Development Group

FROM capabilities in delivering medical transcription services, Cebu City can capture a larger share of medical transcription in the Philippines while slowly transitioning to more complex and diversified processes in the Health Information Management Outsourcing space.

The boom of Medical Transcription in the Philippines is not concentrated on Manila NCR, but also extends to Cebu City. One of the pioneer companies in the medical transcription segment and one of the most successful outsourcing companies located solely in Cebu City is Northern Worx KPO (NWK), formerly known as Northern Transcription Works (NTW).

Located in Cebu City, Northern Worx began delivering medical transcription and documentation services to US clients back in 2003. Two years after it established its non-voice services, Northern Worx diverged into voice-based services.

 

ADHERING TO STRICT QUALIFICATIONS , BACKGROUND AND COMPETENCYNorthern Worx’s, Chief Marketing Officer Maria Lourdes Go mentioned that the company continuously searches for competent agents to deliver its health outsourcing services.


During the interview, Chief Marketing Officer Maria Lourdes Go mentioned that the company continuously searches for competent agents to deliver its health outsourcing services. Northern Worx’s employees are registered nurses, with sufficient background in health processes and fluency in the English language considered as top hiring considerations. Additional 6-month trainings are mandated among accepted medical transcription and documentation applicants. Northern Worx is likewise particular in the high school background of the prospective employees, since high school is the foundation of English fluency among students.

MEDICAL SERVICE BY PHONE AT THE FOREFRONT

Health-related services of Northern Worx have evolved to utilize the health expertise of its nurses. Aside from transcription and documentation, it also delivers medical billing and coding and drug information services. Its voice-based service called Medical Telephone Triage started during the last quarter of 2008, which has since extended to cater to 5 main clients. Further, CRO services such as patient recruitment and retention are being done by the company.

The Medical Telephone Triage service allows people to be given a simple diagnosis of and “first aid relief” for common illnesses (such as headaches, indigestion, etc.). Simple questions regarding the recent activities (those performed for at most 24 hours) of the caller will be raised. Additional questions regarding the lifestyle of the caller will be asked to verify what factors could have caused the illness. Similarly, the caller’s brief medical history will be asked (such as allergies or asthma) to arrive at a good first-aid prescription.

If the findings reveal that the symptoms stated by the caller require greater medical attention, Northern Worx’s nurse will immediately advise the caller to seek for a formal doctor’s prognosis.

 

A MEDICAL BREAKTHROUGH

Northern Worx KPO has proved that a medical transcription company can evolve to deliver high-value services like Medical Telephone Triage and CRO services, which allows analysis, prudent medical judgment and medical prognosis on the part of the employee. This evolution calls for highly competent health-related talent pool to assess the medical ailment of the callers and prescribe solutions immediately and effectively.

(As based on “Cebu City IT-BPO Roadmap, The Rise of The Queen City” by Tholons, a leading full-service Strategic Advisory firm for Global Outsourcing and Investments. The aforementioned pioneered the Offshore advisory space more than a decade ago and continue to lead and evolve it as it offers the full range of service from developing globalization strategies, execution of outsourcing strategies and monitoring and tracking of outsourcing outcomes.)

 

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16 Responses to “KNOWLEDGE PROCESS OUTSOURCING: Moving Beyond Transcription Services”

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