One of the leaders in managing business processes, Genpact offers a broadÂ portfolio of enterprise G&A and industry- specific services, coupled with strongÂ IT, analytics and reengineering capabilities. The company has a strong presenceÂ in the healthcare space, as well.
In a conversation with eHEALTH, Tajinder Vohra, Senior Vice President atÂ Genpact, provides key insights into Genpactâs offering in the healthcare spaceÂ in the Indian market and highlights the emerging business opportunities
Please share your perspective on theÂ healthcare scenario in India vis-a visÂ the global scenario?
We have operated in both theÂ markets â US & India and it wouldnâtÂ be fair to compare the two. TheÂ healthcare BPO business in the USÂ is more evolved; however it is stillÂ at a very nascent stage here. ThereÂ is an increasing need to optimizeÂ patient care services at hospitals byÂ utilizing existing resources, leadingÂ to an increased demand for processÂ optimization services. Also, I believeÂ that once healthcare insurance takesÂ off in India, there will be a rise in the Â number of transactions, which mightÂ provide the requisite impetus forÂ growth of healthcare outsourcing.
We at Genpact focus on bothÂ healthcare providersâ and healthcareÂ payorâs space. In the providersâ space,Â hospitals require more analyticsÂ for expanding their revenues. NewÂ hospitals need guidance on how toÂ price their packages and how to reachÂ to the target audience. However,Â these services currently donât exist in Â a sophisticated form. Further, thereÂ are health insurance bodies that takeÂ care of the entire back-end managingÂ of the insurance policy. Genpact hasÂ very well established and strongÂ insurance capabilities. A lot of workÂ on how to make hospitals better isÂ being done by us in the US. We planÂ to get more aggressively involved inÂ these services in India as companiesÂ here are becoming more open to Â growth and experimentation.
We have actively participatedÂ in the Indian healthcare marketÂ and in terms of growth this marketÂ is very good. Also, in the future,Â the Government will be spendingÂ more on building infrastructure inÂ hospitals because of which, there isÂ further scope for growth here.
Can you share some fi gures on theÂ estimated size of the healthcareÂ market?Â
It is difficult to estimate the overallÂ size of the market. In hospitals,Â except for doctors and nurses,Â everything is highly segmented.Â According to industry sources, theÂ Indian Healthcare market is expectedÂ to touch USD 77 billion by 2013.Â The several segments in the overallÂ market comprise of the pharmaÂ sector, health insurance, analytics,Â and clinical research organisations,Â among others. Again, to estimateÂ the share of the BPO market in this isÂ difficult.
In terms of healthcare services, howÂ are you positioned in India?Â As a company, we have beenÂ providing healthcare services forÂ about 17 years now.
We do most of the work for theÂ hospitals in US, from India. Also,Â we have certain teams working inÂ hospitals in the US and we are alsoÂ using that talent for the Indian market.Â This is not to reduce the cost ofÂ operations, but to optimize servicesÂ and provide a better patient experience.For perspective, Genpact hasÂ over 200 doctors and medical expertsÂ on staff, works across 30+ healthcareÂ information systems and hasÂ completed over 28 hospital projectsÂ globally including in India, the US,Â Canada, Scotland and Ghana.
Please provide an overview of the services offered by you in the payorsÂ and the providers segment.
The services offered by GenpactÂ in the provider space are based onÂ the extensive healthcare expertiseÂ and experience that Genpact hasÂ to optimise and enhance providerÂ operations. We are leveraging ourÂ Smart Enterprise Process (SEP)Â methodology to provide solutionsÂ across the entire Visit to Cash (V2C) Â lifecycle. We have deconstructedÂ the provider space into threeÂ segmentsâpatients fl ow, suppliesÂ fl ow and cash fl owâwhich gives usÂ a deep understanding of the needs Â of this space. We offer a completeÂ range of services in this segmentÂ includingâend-to-end hospitalÂ operating system implementation,Â capacity optimisation and asset Â utilisation, patient/employee safety,Â training, medical and non- edicalÂ supplies management and revenueÂ cycle management. In addition, weÂ focus on business outcomes likeÂ patient wait time, cash fl ow and totalÂ spend. The expertise we offer in this Â segment makes us a trusted partnerÂ of global healthcare providers.
Â In the payorsâ segment, Genpact Â helps its clients to create a bottom lineÂ impact by reducing administrativeÂ and medical costs, increasingÂ member enrollments and enhancing Â customer satisfaction in line withÂ government rules and regulations.Â Genpactâs process centred approach Â helps in improving workfl ow andÂ administrative processes that employ Â a combination of custom technology,Â trained staff and strict adherence toÂ quality management.
This helps the clients in increasingÂ productivity and decreasing costs.Â Our solutions in this segmentÂ includeâclaims administration,Â cost optimisation, health economics,Â membership management andÂ process transformation services.Â We provide end-to-end claimsÂ administration to help optimizeÂ administrative processes includingÂ claims receipt, imaging, OpticalÂ Character Recognition (OCR), dataÂ entry, error resolution, medical reviewÂ and real time adjudication focusedÂ on reducing cost per transaction.Â In addition, we analyse claims andÂ identify recovery potential.
In the health economics space,Â we offer solutions for predictiveÂ modelling, disease management andÂ outcome measurements that aid inÂ decision making. For membershipÂ management, Genpact offersÂ solutions for enrollments, premiumsÂ and credentialling. Genpact has theÂ resources, tools and domain expertiseÂ to partner with payers to driveÂ effi ciencies, improve key businessÂ metrics and deliver business impact.
Can you share about your recentÂ service implementations at some ofÂ the major hospitals in Delhi?
I am glad to share that, Genpact hasÂ successfully implemented processÂ optimisation programs to enhanceÂ effi ciency and improve patientÂ experiences at Dr Ram ManoharÂ Lohia and Lok Nayak Hospital inÂ Delhi. The implementation of theÂ pilot projects was done using theÂ hospital operating system based Â on our Smart Enterprise ProcessesÂ (SEPsm) methodology.
We have effectively optimisedÂ the hospitalsâ layout to improveÂ core clinical processes includingÂ optimising doctorsâ time in orderÂ to enhance the care provided. TheÂ services offered by us have improvedÂ the patient fl ow by 30 percent andÂ the doctorsâ capacity by 20 percent inÂ these hospitals. All this was achievedÂ over a period of just 12-14 weeks.
We are excited about theÂ opportunity that the Indian healthcareÂ industry presents and believeÂ that Genpact is best positioned toÂ partner with hospitals in the countryÂ to create centers of excellence thatÂ will deliver premium patient careÂ to citizens. Further, leveraging ourÂ unique Smart Enterprise ProcessesÂ (SEPSM) methodology, we will beÂ able to deliver signifi cant value toÂ this endeavor.
What are your services offerings inÂ terms of RCM?
Hospitals in the US, especially theÂ big players, have very complicatedÂ billing cycles. A large chuck of theÂ payments in hospitals is tied to theÂ cash collected. By implementingÂ process optimisation, the hospitalsÂ can save somewhere around 20-Â 25 percent. We at Genpact, have aÂ huge analytics team that actuallyÂ helps in managing policies therebyÂ enhancing processes.
Including insurance requires a lotÂ of off-shoring and transaction work.Â The problem is to bring in a new policyÂ and manage it effectively. Issues likeÂ the yearly insurance subscription feeÂ are difficult to address.
Genpact, as a company hasÂ immense knowledge and expertiseÂ in this segment as over the pastÂ ten years, we have built specificÂ capabilities on how to optimise theseÂ processes and run them better.
As the demand for health insurance inÂ India is increasing, the requirementÂ for services offered by you in thisÂ space will also rise.Â What are yourÂ comments on this?Â
Today, health insurance is gainingÂ importance for an average Indian.Â If you are not insured, you mustÂ analyse the cost implications ofÂ availing good healthcare services. InÂ the past, care was only available inÂ government hospitals, but now oneÂ can experience the same level of careÂ (if not better) at private hospitals.Â Higher costs at private hospitalsÂ have already pushed the demandÂ for healthcare insurance; creatingÂ new business opportunities in theÂ healthcare BPO industry.