01 Oct Hello Medical Service Bureau… Are you serious to be a Learning Organization?
As a third-party administrator, the service level to its customers (Practices) is that which makes a Medical Service Bureau stay in business. And the true competitive edge of the Bureau lies in its effectiveness which is actually the effectiveness (knowledge, skill, interest) of its staff in delivering the service to its customers; in an industry like healthcare which is inundated with compliance requirements like HIPPA, FDA, GDPR etc.; regulatory requirements like ICD10 Codes, Procedure Codes, Modifier Codes, NAPPI Codes; data standard requirements like PHISC.
While Medical Service Bureaus try to be digital with buying/building Software products and/or application systems covering their business processes starting from PMS- SWITCH- ERA Reconciliation to Customer Relationship & Follow-up; the fundamental unit of effectiveness still lies with the Staff’s knowledge, skill and interest about the Billing eco- system. When we talk about knowledge of the staff of the Medical Service Bureau; it is intrinsically a challenging task owing to the nature of the business where staff on-boarding, training, ramp-up, retention is an on-going phenomenon for the management. Hence an investment in the right Learning & Development(L&D) framework is a strategic intervention rather than a mere tick-mark in the ‘Training’ tick box. The L&D framework may be understood in a simpler way to have (a) Content repository to hold multi-media documents (b) Digital Platform to deliver the contents in a secure manner (c) mechanism to assess the learning (d) Ongoing process for improvement.
Medical Service Bureaus either appoint content creators (there are plenty …..) or try to create on its own using modern multi-media content creator tools. A Learning Management System (LMS) that is flexible and secure with features to manage content repository, flexibility to customize and provisions to report on attendance, progress & assessment is the right direction for the Bureau to invest into its digital platform strategy. A dedicated unit or department with L&D staff to manage the ongoing learning process with these tools; definitely depicts seriousness of the Bureau to be a true learning organization. And remote(virtual) learning mechanism is a need of the moment to be congruent with current scenario across the industries.
Winvest’s experience in building integrated Learning Management Platform (LMP) i.e. LMS integrated with Content-Creator tool as well as video/audio interactive platform (Virtual Interactive Platform -VIP) is the right choice for the Medical Service Bureaus in their ‘digital transformation’ journey; which can help them to navigate through the inherent complexities involved in successful implementation in an affordable manner.