HfS Blueprint Report: Healthcare Business Operations 2017

WHAT THIS BLUEPRINT REPORT COVERS

In the 2017 HfS Healthcare Business Operations Blueprint, we cover themes in Business Process Services, focusing on Business Process Outsourcing and the 8 “Ideals” of as-a-service: 4 “change” ideals: letting go of legacy, use of design thinking, brokering capability, and collaborative engagement and 4 “solution” ideals: intelligent automation, accessible and actionable data, holistic security, and plug-and-play digital business solutions. We also provide an analysis of 13 service providers in this industry. It’s about how clients and service providers are using automation, analytics, and new business models to drive more efficient and effective business operations in the healthcare industry. Services cover member, provider, claims, population health and care management, and administrative services.

KEY MARKET DYNAMICS

• Service buyers are increasingly stratifying their portfolios of service providers into tactical and strategic. Tactical is about getting work done faster and increasingly automated, staying “behind the scenes.” In some cases, this work could be fully automated in a couple of years. Strategic is increasingly collaborative, including more proactive ideas, innovation, and investment by service buyers and service providers.
• Accessible and actionable data and collaborative engagement are the critical elements to achieving value-based care and business operations need to focus here, tapping into capabilities like design thinking, intelligent automation, analytics and BPaaS to enable impact on outcomes. Forward thinking service buyers and providers are looking at how to create engagements in this way. The industry is in an “experimentation” phase and it requires more risk, trust, and relationship management and coordination than in the past.
• Service providers are designing their longer term journeys and investment areas — getting more focused on clients and services where they can make a difference. They have mostly operated with point solutions, and for payers or providers, not both, but this is changing. We see increasing focus on how service providers can help impact revenue and reimbursement — growth — as well as cost savings. It’s not about “outsourcing” anymore — it’s about partnering for operations management. It’s about focusing on outcomes and impact — and the flow and integration between what used to be known as front and back office and now needs to operate as “OneOffice.”
• We see service providers investing in hiring and developing healthcare experts, analytics expertise, and looking for ways to develop and sell “utilities” that use cloud-based software (with automation) to augment labor that can then be reassigned, and retrained as needed.

WHO SHOULD READ THIS REPORT

Business unit and IT leaders, shared services and outsourcing and managers at Healthcare Providers, Payers, Healthcare Association (e.g., NASCO, HIMSS), Pharma companies, and Health IT companies

SERVICE PROVIDERS WE DISCUSS

Accenture, Cognizant, Concentrix, Conduent, DXC, EXL, Hexaware, HGS, NTT DATA, Optum, Sutherland, Wipro

WHAT YOU’LL KNOW AFTER READING

You will see how a set of service providers in healthcare are aligning, packaging, building, partnering, and acquiring capabilities to help organizations operate more efficiently and effectively, with examples of how automation, analytics, and BPaaS are or could be used. And, the strengths and challenges of service providers we cover. Also, consider the recommendations for partnering in the future for greater impact on business results.