The healthcare industry has long faced the challenge of balancing financial and operational efficiency with high-quality patient care. The COVID-19 pandemic only amplified this challenge, prompting healthcare organizations to rethink their operational strategies. A notable shift has been the accelerated adoption of hybrid extended business office (EBO) staffing models. This strategic approach blends in-house operations with outsourced services to provide flexibility, scalability, and operational efficiency with revenue cycle management (RCM) staffing.
The hybrid EBO model allows healthcare organizations to manage increased operational demands effectively while ensuring sustainability and growth. The key to success is to create a more dynamic, responsive, and efficient operational framework that ensures all team members contribute their best with a structure that can adapt to changing demands.
Managing a hybrid EBO staffing model requires an approach that considers the dynamics of working with diverse RCM teams. Five key strategies that help ensure success include:
- Strategic Planning: Have a clear plan for collaboration between onshore and offshore teams that outlines goals, inventory assignments, and the specific responsibilities of each team. Integrate careful task allocation and planning to balance the workload equitably and effectively manage workflows to optimize business operations.
- Equitable Treatment: Reinforce the notion of a unified “team without borders,” regardless of geographic location. This fosters a dynamic of collaboration to collectively tackle challenges, brainstorm solutions, and share insights freely, which is crucial for achieving organizational goals.
- Clear and Effective Communication: Establish open channels of communication and set clear expectations to effectively manage the team to ensure alignment. Seek to evolve communications from transactional exchanges to meaningful dialogues to promote a culture of openness that reinforces the notion of one cohesive team.
- Building Trust: Forming relationships based on mutual respect and understanding is essential. This partnership approach not only improves operational efficiency but fosters a culture of openness necessary to overcome challenges and achieve shared goals.
- Continuous Shared Learning: Continuous adaptation and learning from challenges is crucial to refining the model and enhancing team performance over time. Being receptive to feedback and utilizing lessons learned through a collaborative process is vital to leveraging the approach and maximizing operational efficiencies.
- Leverage Technology: Artificial Intelligence (AI) platforms allow healthcare organizations to manage inventory efficiently and enhance accounts receivable (A/R) resolution. This approach allows for a more streamlined assignment of inventory to both onshore and offshore partners, ensuring that tasks are allocated for the most effective distribution of work and that the team can work seamlessly towards shared goals.
These best practices emphasize the significance of communication, equality, and partnership in the successful adoption and optimization of a hybrid EBO staffing model. This approach encourages a collaborative environment for addressing challenges and collectively celebrating achievements. By prioritizing strategic planning, promoting open communication, and fostering a culture of partnership, healthcare organizations can unlock the full potential of this innovative staffing strategy. The hybrid EBO model offers efficiency, scalability, and adaptability, laying a solid foundation for future staffing strategies in healthcare organizations aiming to optimize their revenue cycle management operations.
AGS Health was named the Most Improved Services Solution in the 2024 Best in KLAS – Software & Services report after receiving a 14 percent improvement in client satisfaction with our extended business office services since the 2023 report. Contact us to explore how we can help your healthcare organization with your revenue cycle management staffing needs.
John Anilraj
Author
