Outsourcing medical practice management: Focus on what really matters

What comes to mind when you think of a ‘medical professional’? Most people probably picture a practitioner listening to a patient’s ailments and recommending something to make them feel better. 

What we don’t often think of is someone answering the practice phone and checking the diary for an available appointment. Or a dentist inputting new patient data directly into the computer system. 

Most practitioners choose a career in healthcare and medicine to help others. Yet, certain tasks can prevent them from performing these duties. Medical professionals who routinely deal with non-core functions in their practice risk being pulled away from patient care and experiencing physician burnout.

A popular solution to this problem is outsourcing medical practice management.

Let’s look at the benefits and drawbacks of outsourcing, and see how it can improve efficiency and enhance the patient experience in your medical practice. 

Key takeaways

• Non-core functions in your medical practice (like new patient intake, medical reception, and after-hours answering) can be outsourced.
• Outsourcing can save you time, improve operational efficiency, reduce costs, and help patient satisfaction.
• Always watch out for hidden costs! Triple-check what you’re getting for your money.
• Spend time researching outsourcing companies. Look for expertise in healthcare, scalability, integration opportunities, and features. 

What are non-core functions for medical practices? 

Outsourcing is a strategy for delegating non-core tasks to external providers. This service is growing in popularity and is expected to double by 2027 in the healthcare industry. By outsourcing administrative tasks and similar duties, medical professionals can regain valuable time with their patients. 

Non-core functions in a medical practice are tasks that don’t directly contribute to patient care. In a doctor’s office, this may be duties typically performed by front-of-house or reception staff. For example:

New patient intake

A new patient’s first interaction with your practice sets the tone for their entire experience. A smooth and welcoming patient intake process can make a lasting impression. With medical professionals short on time, not outsourcing medical practice management can lead to frustrating, short or even rushed experiences for patients.

Typical patient intake tasks that can be outsourced to a third-party include:

• Collecting patient information, such as medical history and insurance details, to keep your patient systems up to date. 
• Ensuring all necessary forms are completed, accurately processed, and entered into the practice management system. 
• Sending reminders and instructions to help new patients prepare for their visit, and to reduce no-shows and late arrivals. 

Medical reception

The medical reception is the hub of patient interaction in any practice. However, this can quickly become overwhelming when managing in-person and phone communications. By outsourcing your phone call taking capabilties, your internal team can focus on in-office patients only. This helps create a more efficient customer service. 

Non-core functions of a medical reception might include:

• Answering your incoming calls, directing inquiries to the appropriate departments, and handling appointment scheduling. 
• Addressing questions about your services, billing, and other concerns in a professional and empathetic manner. 

After-hours answering

Many patients need assistance outside of business hours. Outsourcing medical practice management is the perfect way to remedy this. Providing reliable after-hours support is essential for patient care continuity and satisfaction. However, as a medical professional, getting rest and a proper work-life balance is critical. 

A third-party outsourcing company can step in to keep your practice operational after 5 pm. Common after-hours duties include: 

• Handling calls from patients who need urgent assistance, help with an appointment, or answers to general inquiries. 
• Determining whether a situation requires immediate medical attention and guiding the patient on the appropriate steps. 
• Taking detailed messages and ensuring the appropriate person on your team is informed. 

Reasons to outsource non-core functions

Delegating medical practice management duties to a third-party company can help with:

Practice efficiency

This may seem obvious, but outsourcing medical practice management allows medical professionals to focus on patient care instead of spending time on administrative tasks. When a third-party company handles administrative tasks, healthcare professionals can focus on time with patients, knowing everything will run smoothly. 

Cost-effectiveness

Although you might be thinking, ‘I don’t currently pay anyone to do these tasks – I do them myself!’ – doing tasks yourself might be costing more than you think.

Your hours as a medical practitioner are extremely valuable. They should be protected for your most important job—looking after your patients. When you handle non-core tasks, you waste both time and money.  

On top of that, hiring an in-house team is typically more expensive than outsourcing. You don’t need to worry about sick days or annual leave with third-party providers. You can also take advantage of their availability beyond working hours. 

Better patient care 

Nothing matters more than patients’ well-being. Outsourcing allows health services to keep that top of mind. With repetitive and time-consuming tasks handled by an external vendor, clinical staff can spend more time caring for patients at the office.

What are the drawbacks of medical practice outsourcing?

While outsourcing provides many benefits for healthcare organizations, not all providers are equipped to meet the high standards medical practices need. 

Loss of control

Outsourcing does mean handing control of quality to an external provider, along with trust that they will adhere to strict confidentiality and data security requirements. Healthcare practices must ensure vendors comply with HIPAA and other regulations, as any data breach could be detrimental to the practice. 

Hidden costs

Outsourcing medical practice management is cost-effective, however, unexpected expenses can happen. Third-party vendors may charge you for service customizations or emergency support. Always make sure you’re clear on what you’re getting for your money before you sign up. The best services always tell you the costs up front.

What to look for in your outsourcing partner

Like any big decision, when choosing who to start outsourcing your medical practice management to, your medical practice non-core functions to is a decision you shouldn’t rush.  

Expertise in healthcare

The first thing is to vet outsourcing companies and check whether they specialize in physician practice management. Look at their past/current clients and read popular review sites, like Trustpilot. Research will help you determine if they have the necessary experience for you to feel confident in delegating. 

Scalability and flexibility

You want your outsourcing partner to be able to increase or decrease workload as it suits your medical practice. A professional outsourcing company will scale as you need. Be sure to check if there are any additional costs associated with handling busy periods.

Features

Keep an eye out for medical practice outsourcing companies that offer more than just a service. Professional vendors will offer integration opportunities with your current software and mobile applications to improve operational efficiency. If you can have your data seamlessly synced, it will make your life and the customer experience much smoother. 

See how an answering service can help you focus on what really matters. Join many other medical professionals across the US and book your free consultation with WellReceived today to enjoy a more streamlined and productive clinic.