Escalated Solutions Inc DBA Healthscope Services

Navigating the turbulent waters of staff turnover is a significant challenge in today’s business landscape, particularly in high-stakes industries like healthcare. Just as one employee masters their role, another departs, triggering a continuous loop of recruiting, training and adaptation. This revolving door directly impacts a company’s efforts to optimize costs and profit margins—the objectives that often drive them to consider offshoring.

It is against this backdrop of continual staffing flux and the pressing need for cost-effective operations that Healthscope Services makes its mark, aiming to help healthcare companies balance the scales of cost efficiency and skilled remote workforce management while delivering top-tier services in administration, patient care, and quality control.

The journey to establishing Healthscope Services was shaped by CEO Rob Brough’s firsthand experience as a partner of a healthcare business spanning 26 states. His initial hurdle was retaining skilled healthcare accountants, a challenge that was strategically responded to by setting up an offshore office in the Philippines—a country with strong English proficiency and convenient travel proximity to the U.S. This move proved fruitful as, over 18 months, the Philippine team seamlessly took over the roles of the U.S. accounting staff.

Shortly after, Brough’s healthcare business was seriously impacted by Medicare competitive billing, top line revenues dropping by 47 percent. The decision to relocate significant operations to the Philippines was strategic to preserve the business’s profits and uphold the company’s commitment to exceptional patient care, amid growing economic pressures. That year, the company ended up saving $4 million in staffing costs with no decline in productivity or quality, and the following year, a staggering $6 million.

“Although the healthcare business was sold later, I retained the Philippines office, and Healthscope was born with the idea of offering other healthcare businesses a skilled remote workforce to drive down operational costs,” says Brough.

MEETING TWO HEADS: TALENT AND COST

Healthscope excels in cultivating a workforce characterized by a remarkable work ethic and commitment, traits that are indispensable for both the company and its clients. This steadfast dedication, when coupled with Healthscope’s emphasis on employee engagement and equitable compensation, plays a pivotal role in reducing staff turnover.

The company also sets itself apart by offering salaries considerably higher than those typically seen in the BPO industry within the region. This policy, together with regular increments in pay, underscores their willingness to contribute to employee welfare.

Complementing the financial aspect, Healthscope makes concerted efforts to improve the workplace environment, recognizing the significance of employee satisfaction in maintaining a skilled and stable workforce. These initiatives collectively enable Healthscope to provide clients with the advantage of a consistent and high-quality service experience, powered by a gratified and proficient team.

THE CLOSE-KNIT EMPLOYEE AND CLIENT ENGAGEMENT APPROACH

One of the distinguishing features of Healthscope is treating the work environment like a family, breaking away from the conventional rigidity often found in large BPO firms. Healthscope’s offices are designed to foster a relaxed atmosphere where employees can freely interact and are not restricted to their desks. This approach contrasts sharply with the more stringent policies of larger BPOs, where employee movement can be micro-managed.

Recognition and immediate reward for success form another cornerstone of Healthscope’s culture. When clients report exceptional service from an employee, an individual is promptly acknowledged and rewarded for their efforts. This sense of community often extends to celebrating personal milestones of employees as well, such as weddings, reinforcing interpersonal bonds.

Bringing positive morale is not just about internal gratification, but it also enhances client engagement, translating into superior client service. Clients see a dynamic, appreciated, and motivated team, which fosters trust and satisfaction in the services provided.

TRANSPARENT COMMUNICATION: BRIDGING THE GAP IN GLOBAL TEAMS

In the realm of business process outsourcing, Healthscope champions a philosophy of transparent pricing and client education. Clients often succumb to the temptation of the lowest bid when choosing BPOs for offshoring. Educating clients about the true cost of outsourcing is a critical aspect of Healthscope’s approach. When pursuing cost savings, one should avoid fixating on every dollar as it can often lead to costly mistakes. For example, saving $100 a month on outsourcing may seem attractive, but it could cost the client $400 a month due to issues like high turnover and lower service quality.

Brough also often advises against relocating all staff offshore, and instead recommends businesses keep at least 20 percent of their operations in the U.S. This approach allows companies to maintain a balance between cost savings and retaining a local presence.

When choosing to offshore, Healthscope strongly advocates for sending experts from the client’s team to the Philippines for training purposes. This strategy has several advantages, including helping the experts build relationships with the offshore teams, sharing practical knowledge beyond documentation, and understanding the unique traits and idiosyncrasies of team members. It fosters a close connection between U.S.-based supervisors and offshore teams, enhancing collaboration and efficiency.

EXPANDING HORIZONS: LEVERAGING OFFSHORE TALENT FOR SUCCESS

In a recent client engagement, as Brough has expanded through its Agility Staffing brand to new geographic markets and a wider range of roles, he recounts the challenges faced by an accounting firm in search of qualified accountants. The client’s specific requirements included the need for a Certified Public Accountant (CPA) with expertise in U.S. tax law and tax filings, particularly in the states of Florida and Georgia. The accountant also needed to be proficient in specific software and independently handle client interactions, take charge of bookkeeping, and complete tax returns with minimal supervision.

Healthscope embarked on a recruitment process in the Philippines that yielded three potential candidates. Among them, one individual stood out with a resume brimming with extensive experience, including years of employment with a U.S. company in Florida and a CPA certification, highly impressing the client.

What makes this example particularly noteworthy is the vast pool of talent that can be tapped into from the Philippines. Many individuals in the Philippines have previously lived and worked in the U.S., often returning to their home country. While they do not command U.S. salary rates, they possess invaluable firsthand experience and hold U.S. licenses, often tailored to specific states.

By transforming a persistent workforce challenge into a business growth opportunity for clients, Healthscope Services consistently proves itself as a problem-solving partner, illustrating that sometimes thinking beyond geographical boundaries can lead to unparalleled success.