Healthcare Provider BPO Market – Deal Trends Report 2018

8 Jun 2018
by Manu Aggarwal, Ankur Verma, Naman Sharma

Whether it is regulatory push from authorities in the form of laws such as MACRA, threat of non-payments by the rising uninsured population, or need for investments in technology such as EHR platforms, health systems are coming under never-seen-before pressures, which is leading to them opening up to outsourcing. During 2015-2017, the healthcare provider BPO market grew at a CAGR of 15-20% and is expected to continue growing at the same pace for foreseeable future.

In this study, we look at the healthcare provider BPO market from the point of view of adoption trends as well as prevalent solution characteristics.

Some of the findings in this report are:

  • The healthcare provider BPO market reached US$4 billion in 2017
  • RCM accounts for the lion’s share of the provider BPO market; subprocesses such as medical coding and billing are the most prominent within RCM
  • Contractual activity continues to be strong; however, there has been a decline in contract length owing to buyers’ low levels of comfort in making investments in long relationships
  • Financials and network management is the most outsourced BPO function; however, demand for care-related services is increasing at the fastest pace
  • India is the most prominent delivery location for healthcare provider BPO services; Chennai leads the ranking in cities owing to the availability of cheap, yet skilled talent
  • Several trends are shaping how healthcare providers act and have an indirect impact on the service providers too
  • In addition, service providers themselves are under pressure from other market participants and are trying to reinvent existing business models
  • Omega Healthcare leads the provider BPO market in terms of revenue
  • Access Healthcare, NTT DATA, and Omega registered the highest revenue growth, while Omega and HGS strengthened their client portfolio


Healthcare & Life Sciences Business Process Outsourcing


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