Patient experience specialist talking with the patient

Navigating Healthcare’s New Normal with a Patient Experience Specialist

Healthcare continues to evolve and adapt to the new normal. Because of this, more and more healthcare providers are looking for ways to cut costs and make their operations more efficient. In recent years, one solution to the problem that has gained popularity is hiring an offshore patient experience specialist.

There are many benefits to hiring an offshore staff, and although it has become a popular choice in the past few years, many are still unaware of the benefits this can bring. 

In this blog, we’ll talk about the benefits of an offshore patient services specialist, what they do, and what qualifications a healthcare professional needs to know when hiring one. We will also walk you through hiring considerations, cost savings, and the best practices for working with them.


Introduction to Offshore Patient Experience Specialist

offshore patient services specialist works as a remote employee for a healthcare provider or facility in a different country. Their job is to handle interactions with patients, like setting up appointments, helping patients, and answering phone calls and emails. 

These specialists are responsible for maintaining patient records. They also ensure that all patient information is accurate and up-to-date.

The Role of an Offshore Patient Services Specialist

Offshore patient services specialist task management

The offshore patient services specialist’s role is to support patients and healthcare providers. Their tasks are mostly executive: managing appointments and reaching out to patients for follow-ups through phone calls or emails. 

These specialists also ensure that patient records are accurate and up-to-date. They coordinate with healthcare providers, and sometimes, providers give additional responsibilities to the offshore staff. This could involve staff giving patients information about their health plan, such as coverage and benefits.

Then, offshore patient services specialists must communicate and work closely with physicians, nurses, and other healthcare providers. They will act as a liaison between the patients and the healthcare professionals. 

These specialists can also help providers make and use care plans for patient experience services that are centered on the needs of the patient. With this, they must take into account the unique needs and preferences of each patient.

Qualifications of an Offshore Patient Services Specialist

Offshore patient services specialists should have excellent communication and customer service skills. They should be able to effectively communicate with patients and healthcare providers, both verbally and in writing.

These specialists should also have strong organizational skills and be able to manage multiple tasks at once.

In terms of education and experience, offshore patient services specialists should have a high school diploma or equivalent. Some employers may require a college degree. Experience working in a healthcare setting, whether in-person or remote, is often preferred.

How to Find the Right Offshore Patient Services Specialist

Patient is taking care of by skilled and experienced virtual staff

Finding the right offshore patient services specialist can be a challenge. But there are several strategies that healthcare providers can use to ensure that they find the right fit. 

One strategy is working with a reputable staffing agency like Phoenix Virtual Solutions. They specialize in offshore healthcare staffing. These agencies can help providers find qualified candidates who meet the specific needs and requirements of being a Patient Services Specialist.

By working with a staffing agency, healthcare professionals can rest easy knowing that the agency will be doing everything from finding the perfect candidate, handling the screening process, and making sure the candidate is trained for the role. 

Another strategy is to post job listings on popular job boards and social media platforms. Providers can also reach out to their professional networks to see if they know of any qualified candidates who may be a good fit for the role.

Hiring an Offshore Patient Services Specialist: Things to Consider

When hiring an offshore patient services specialist, there are several things that healthcare providers should consider. Firstly, they should ensure the candidate has the qualifications and experience to perform the job effectively. 

Providers should also consider the candidate’s communication and customer service skills, as well as their ability to work on one’s own.

Lastly, providers should think about the candidate’s availability and time zone. With this in mind, offshore employees may work in different time zones, making communication and scheduling more challenging. On a side note, offshore staff can adjust to the working hours set by the healthcare providers.

Cost Savings with an Offshore Patient Experience Specialist

One of the primary benefits of an offshore patient services specialist is cost savings. Providers can save a significant amount of money by hiring offshore employees who work at a lower rate compared to their in-house counterparts. 

Additionally, offshore employees do not require employment costs such as healthcare or other benefits that can be costly for healthcare providers. It can also result in thousands of dollars in savings each year.

Offshore patient services specialists can also greatly improve patient satisfaction. The likelihood of patients having a favorable encounter with their provider is higher by providing prompt and efficient patient care services. This can lead to increased patient retention and referrals, ultimately increasing healthcare providers’ revenue.

Offshore Patient Services Specialist vs. In-house Patient Services Specialist

Knowing the differences between in house and offshore patient services specialist

Offshore patient services specialists can provide significant cost savings and other benefits. But they may not be the right fit for every provider. In-house patient services specialists may be better for providers needing in-person support or with specific requirements.

These specialists can provide more personalized service and may be able to provide more specialized support. However, they can be more expensive to hire and may require more resources to manage.

Best Practices for Working with an Offshore Patient Services Specialist

Healthcare providers must get the most out of their offshore patient services specialists. With this intention, there are several best practices that they should follow. 

First, they should establish clear communication channels and protocols. This ensures that the offshore employee is able to communicate effectively with patients and healthcare providers.

Providers should also provide ongoing training and support to their offshore patient services specialists. This can include training on healthcare policies and procedures, as well as training on communication and customer service skills.


Final Thoughts

As healthcare organizations and professionals, we are responsible for prioritizing the patient experience. We must ensure that patients receive the highest level of care possible. This includes supporting patient experience specialists’ work, improving patient outcomes, and enhancing overall quality care.

Investing in the resources and tools these specialists need to succeed is most important. It shows the commitment of healthcare organizations to improving the patient experience and building strong relationships with their patients.

In addition, healthcare organizations should consider partnering with Phoenix Virtual Solutions, a leading provider of virtual solutions for patient engagement and experience. Besides top-notch HIPAA-trained patient experience specialists, they offer services such as patient surveys, appointment reminders, billing, and other communication tools.

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