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Experience counts more than anything else in the offshore outsourced health care
services market and e4e is the largest provider of offshore outsourced services
in the medical billing and collections service space.
We understand the rules of the billing and collections business across geographies
and medical specialities, and constantly fine-tune our systems, processes and people
to provide industry leading solutions to improving your cash position. We understand
that, as part of your providers' revenue cycle our role must extend well beyond
mere manpower arbitrage. Fast turnaround times, high quality levels, constant innovation
must all be integrated to ensure that you are able to focus on the success of your
practice, and leave the role of improving your financial performance to e4e.
At the heart of all successful companies are a team of highly-skilled and supermotivated
people. At e4e, we believe that our most valuable resources are our people.
Most of our people are young, English speaking, university-trained graduates with
good academic credentials. Every new hire is trained and groomed before being assigned
operational responsibilities. Regular refresher programs ensure that people stay
abreast of all the latest happenings, rules and regulations.
We have put in place a rigorous system of performance measurements that links to
a transparent system of rewards. We strive to provide a competitive environment
that encourages initiative, commitment and quality.
We work hard to make the office a fun-place. Our youthful, energetic approach to
work goes a long way in ensuring that our clients stay happy.
In any skill development process, practice makes perfect. At e4e 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.
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 6 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.
Service responsibilities are signed off with all clients and agreed policies are
incorporated into operation manuals. New clients TRANSITION are effected through
systematic and proven methods implemented by experienced managers and dedicated
teams.
e4e has established quality audit systems to assure accuracy and timeliness, there
by maximizing client satisfaction.
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.
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