QUALITY
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To use a cliched phrase that nevertheless describes our approach,
at iSoruce, Quality is the No.1 job.
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At Level I,
for every client, an Accounts manual is created and updated regularly.
The manual contains policies, procedures and the billing rules
for that particular client. Every employee working in that account
is periodically evaluated on their knowledge of the billing manual.
At Level II,
regular audits are done on every single employee at defined frequencies.
Only personnel who give consistent quality are retained in the
system.
At Level III,
each employee's daily output is also audited, through a combination
of self-audits, peer audits and by the respective supervisor.
Customer feedback is taken quite seriously with senior management
involved in reviews with the team to sensitize them on the seriousness.
Wherever possible the feedback is identified to the person / process
and rectification done so that the errors are not repeated. Personnel
are put through regular refresher training courses whose content
is tailored based on the feedback on the individual.
The team is headed by a member of the senior management according
the function the importance.
TRAINING
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In any skill development process, practise makes perfect. At iSoruce
we believe in the value of practice as a means of reducing human
error- in data entry, and in applying the relevant billing rules
on each account.
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We have a variety of training programs catering to various kinds
of roles such as data entry, analysis, calling, project transition
and project management.
Every new employee undergoes at least 4 weeks of intensive training
on medical billing, where conceptual and practical skills are
both stressed. Candidates are measured on performance through
these weeks and are placed in 'Live' projects only if they clear
our benchmarks.
Every employee is tested on her understanding of her respective
account manual each month. The tabulated scores are used to identify
areas for re-training and new programs run to meet these requirements.
Refresher programs and guest lectures on different aspects of
medical billing and various specialties are run through the year.
Our Intranet provides a rich source of material or self-learning
and our panel of gurus can be approached at all times for clarification.
Our training and Quality Assurance programs go hand-in hand and
the combination has proved to a winning one.
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