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市场调查报告书
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医疗保健 BPO 市场 - 增长、趋势、COVID-19 影响和预测 (2023-2028)

Healthcare BPO Market - Growth, Trends, and Forecasts (2023 - 2028)
出版日期: | 出版商: Mordor Intelligence | 英文 120 Pages | 商品交期: 2-3个工作天内

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简介目录

在预测期内，医疗保健 BPO 市场预计将以 8% 的复合年增长率增长。

很明显，COVID-19 疫情对所分析的市场产生了重大影响。 由于强制性封锁和停工，研发已经停止。 然而，医院无疑仍受到 COVID-19 大流行的影响，并将持续一段时间。 例如，2022 年 7 月，Quorum Health Resources, LLC 发布了一份关于大流行后对医院收入周期管理的影响的报告，该报告发现，由于过去两年的困难，不仅系统而且其居民还患有慢性和累积超负荷，在 COVID-19 波之间的短间隔内不会完全消退。 因此，对收入周期管理（医疗保健 BPO 产品之一）的需求受到前一年累积过载的影响，预计将对未来的市场产生类似的重大影响。

推动市场增长的因素之一是临床流程外包 (CPO) 的激增。 患者保护和医疗支出法案 (PPACA) 的实施迫使医疗保健公司转向外包，减少了一些非关键职能（如财务和会计以及客户服务）的错误增加。

主要公司增加产品发布和合作伙伴关係等战略活动也是推动预测期内市场增长的主要因素。 例如，2021 年 12 月，全球领先的综合数字业务服务集团 Teleperformance 宣布收购美国政府服务业务流程外包 (BPO) 的主要运营商 Senture。我来了。 2021 年 10 月，印度竞争委员会 (CCI) 批准 Betaine B.V. 收购 Hinduja Global Solutions 的医疗保健 BPO 服务。 由于上述因素，预计医疗保健 BPO 市场将在预测期内增长，因为这些重大发展预计将推动市场增长。

但是，在分析期间，与外包相关的严格法规和隐性成本预计会略微阻碍市场增长。

医疗保健 BPO 市场趋势

利润週期管理区对利润和预测的贡献

医疗保健系统使用收入周期管理 (RCM) 来跟踪与患者的财务交易，从患者的第一次就诊到最终支付与医疗保健系统相关的余额。 RCM 可以定义为有助于管理和收集患者服务收入的所有临床和行政职能。 因此，医疗保健领域对 RCM 服务日益增长的需求预计将推动该行业的增长。

RCM 为医疗保健提供者提供了多项优势，从处理索赔和收款到处理行政职能。 RCM 是一种技术先进的系统，通过先进的计费、支付处理和电子病历系统来处理管理功能。 根据 Hyperon 于 2022 年 9 月发布的一份报告，很明显，从首次就诊到全额报销，患者护理收入过程中的每一步都是困难且耗时的。 通过高效的 RCM 流程，这变得很容易。 它还指出，如果没有 RCM 流程，医疗机构就无法在保持财务稳定的同时提供优质护理。 因此，RCM 在医疗保健领域的使用正在增加，从而推动该领域的增长。

目前，市场参与者正专注于新的合作和协议，以加强他们的市场地位，最终实现细分市场的增长。 例如，2021 年 7 月，收入周期管理 (RCM) 供应商 Waystar 计划收购 Patientco，这是 RCM 供应商与患者支付公司之间的最新交易。 通过这种组合，RCM 供应商打算通过为用户提供对消费者友好的医疗保健支付选项来增强患者的财务体验。

因此，预计上述因素将推动该细分市场在预测期内显着增长，并有助于整个市场的增长。

北美有望在预测期内主导市场

北美目前在医疗保健 BPO 市场处于领先地位，预计这一趋势将在未来几年持续下去。 在北美，美国的份额最大。 美国医疗保健系统是一个快速发展的行业，包括药房、製药公司、医疗设备製造商和医疗设施。 药房、製药公司、医疗器械製造商和医疗设施等复杂的工业基础设施已经建成，需要专家来监督这些运作。 该地区市场增长的背后是医疗 IT 服务外包的高度认知和有影响力的市场参与者的存在。

此外，该国越来越多的政府举措也有望促进该国研究市场的增长。 例如，2022 年 2 月，HHS 部向 29 个 HRSA 资助的健康中心拨款近 5500 万美元，以通过虚拟护理改善服务不足人群的护理机会和质量。 虚拟护理改变了患者的游戏规则，尤其是在大流行期间。 因此，政府组织的举措有望促进该国的市场增长。

2022 年 3 月，医疗保健解决方案公司 CPSI 收购了总部位于华盛顿州斯波坎的 Healthcare Resources Group。 HRG 是定制收入周期管理 (RCM) 解决方案和咨询服务的领先供应商，帮助医院和诊所提高效率、盈利能力和患者满意度。 这样，大公司开展的活动有望促进该国研究目标市场的增长。

此外，越来越多的人寻求保险、降低医疗保健交付成本的压力、医疗保健系统整合、面临专利悬崖的製药公司以及 ICD-10 代码的强制实施正在推动美国医疗保健 BPO 市场的增长.它是推动增长的主要因素。

这样，由于上述因素，北美市场有望增长。

医疗保健 BPO 市场的竞争对手分析

医疗保健 BPO 市场的竞争格局涵盖业务概览、财务、产品、主要参与者采取的战略等。 医疗保健 BPO 市场是分散的，由多个大型参与者组成。 从市场份额的角度来看，目前几家大型企业占据了市场主导地位。 少数其他中小企业以相当大的份额进入市场，部分原因是对移动医疗的需求不断增长以及医疗保健系统的进步。 主要参与者包括 Accenture、Global Growth、GeBBS Healthcare Solutions、Genpact、International Business Machines Corporation (IBM)、Parexel International Corporation、IQVIA、Sutherland Global Services、UnitedHealth Group 和 Cognizant Technology Solutions。

其他好处

  • Excel 格式的市场预测 (ME) 表
  • 3 个月的分析师支持

内容

第1章介绍

  • 调查假设和市场定义
  • 调查范围

第2章研究方法论

第 3 章执行摘要

第4章市场动态

  • 市场概览
  • 市场驱动力
    • 近岸外包目的地的兴起和技术获取
    • 临床流程外包 (CPO) 的快速增长
    • PPACA 的实施迫使医疗保健公司转向外包。
    • 减少了财务/会计和客户服务等非关键职能部门的错误
  • 市场製约因素
    • 复杂的法规
    • 外包的隐性成本
  • 波特的五力分析
    • 新进入者的威胁
    • 买方/消费者议价能力
    • 供应商的议价能力
    • 替代品的威胁
    • 竞争公司之间的敌对关係

第 5 章市场细分（基于价值的市场规模 - 百万美元）

  • 通过付费服务
    • 人力资源管理
    • 投诉管理
    • 客户关係管理 (CRM)
    • 运营/行政管理
    • 护理管理
    • 供应商管理
    • 其他付款人服务
  • 通过提供商服务
    • 患者登记和战略规划
    • 患者护理服务
    • 收入周期管理
  • 通过医药服务
    • 调查与研发
    • 製造业
    • 非临床服务
      • 供应链管理和物流
      • 销售和营销服务
      • 其他非临床服务
  • 按地区
    • 北美
      • 美国
      • 加拿大
      • 墨西哥
    • 欧洲
      • 德国
      • 英国
      • 法国
      • 意大利
      • 西班牙
      • 其他欧洲地区
    • 亚太地区
      • 中国
      • 日本
      • 印度
      • 澳大利亚
      • 韩国
      • 其他亚太地区
    • 中东
      • 海湾合作委员会
      • 南非
      • 其他中东地区
    • 南美洲
      • 巴西
      • 阿根廷
      • 其他南美洲

第6章竞争格局

  • 公司简介
    • Accenture
    • Global Growth（Eli Global）
    • GeBBS Healthcare Solutions
    • Genpact
    • International Business Machines Corporation（IBM）
    • Parexel International Corporation
    • IQVIA
    • Sutherland Global Services
    • United Health Group
    • Cognizant Technology Solutions
    • Tata Consultancy Services Limited
    • Wipro
    • Infosys Limited

第7章 市场机会与今后动向

简介目录
Product Code: 56874

The Healthcare BPO market is projected to register a CAGR of 8% during the forecast period.

It is clear that the COVID-19 epidemic had a major effect on the analysed market.The expansion of the healthcare industry was stunted in the early stages of the epidemic. Research and development ceased as a result of the mandatory lockdowns and shutdowns. However, hospitals undoubtedly still suffer from the COVID-19 pandemic's effects, and they will continue to do so for some time. For instance, in July 2022, Quorum Health Resources, LLC published a report on the post-pandemic impact on hospital revenue cycle management which states that the system, as well as its inhabitants, entered a chronic, cumulative condition of overload as a result of the hardships of the last two years, which does not completely subside in the brief intervals between COVID-19 waves. Hence the demand for revenue cycle management, one of the provider services of Healthcare BPO suffered due to the cumulative overload of previous years and is expected to do the same over the coming period with a significant impact on the market.

Factors responsible for the market's growth include a rapid increase in clinical process outsourcing (CPO). Implementing the Patient Protection and Affordable Care Act (PPACA) compelled healthcare players to move toward outsourcing, and fewer errors in several non-critical functions, like finance and accounting, customer care services, etc.

Another major driving factor is the rising strategic activities such as product launches, partnerships, and others by major companies, which are anticipated to drive market growth over the forecast period. For instance, in December 2021, the company Teleperformance, a leading global group in digitally integrated business services, announced that it had acquired Senture, a significant business process outsourcing (BPO) operator for government services in the United States. In October 2021, the Competition Commission of India (CCI) approved Betaine B.V's acquisition of Hinduja Global Solutions' healthcare BPO services. These major developments are anticipated to drive market growth and thus owing to the above factors, the healthcare BPO market is anticipated to grow over the forecast period.

However, the stringent regulations and the hidden cost associated with outsourcing are anticipated to hamper the market growth slightly over the analysis period.

Healthcare BPO Market Trends

Revenue Cycle Management Segment is Anticipated to Witness Growth Over the Forecast Period

Healthcare systems use revenue cycle management (RCM) to track the financial dealings with patients, from their initial appointment to the final payment of the balance associated with the healthcare system. The RCM can be defined as all clinical and administrative functions that contribute to managing and collecting patient service revenues. Hence, the increasing need for RCM services in healthcare is expected to boost segment growth.

The RCM offers several benefits to the provider, from handling billing and collections to handling administrative functions. It is a technologically advanced system that handles administrative functions through sophisticated billing, payment processing, and electronic health record systems. According to the report published by Hyperon in September 2022, it is clear that every step of the patient care revenue process, from initial visits through complete reimbursement, is difficult and time-consuming. This becomes easy with efficient RCM processes. It also states that healthcare facilities cannot deliver high-quality care while maintaining their financial stability without properly configured RCM processes. Thus, the usage of RCM has increased across healthcare, thereby driving segment growth.

Currently, the market players are focusing on new collaborations and agreements to strengthen their market positions, which is ultimately attributed to segment growth. For instance, in July 2021, Revenue cycle management (RCM) vendor Waystar planned to acquire Patientco, in the latest deal between an RCM vendor and a patient payment company. The RCM vendor intends for the combination to boost the patient's financial experience by offering users consumer-friendly options for paying medical bills.

Therefore, the abovementioned factors are expected to drive the segment to grow significantly and contribute to the overall market growth over the forecast period.

North America is Expected to Dominate the Market Over the Forecast Period

The healthcare BPO market is now led by North America, and this trend is predicted to continue for the next few years. In North America, the United States has the biggest market share.The United States healthcare system is a rapidly growing industry, which includes pharmacies, pharmaceutical companies, medical equipment manufacturers, and medical care facilities. This complex industry infrastructure relies on specialized professionals who oversee these operations. High awareness levels about outsourcing healthcare IT services and the strong presence of prominent market players in the region are attributed to the regional market's growth.

Furthermore, rising government initiatives in the country are anticipated to drive the studied market growth in the country. For instance, in February 2022, the department of HHS awarded nearly USD 55 million to 29 HRSA-funded health centers to increase healthcare access and quality for underserved populations through virtual care. Virtual care has been a game-changer for patients, especially during the pandemic. Thus, the initiatives by government organizations are expected to drive market growth in the country.

In March 2022, CPSI, a healthcare solutions company, acquired Healthcare Resource Group Inc., based in Spokane, Washington. HRG is a leading provider of customized revenue cycle management ("RCM") solutions and consulting services that enable hospitals and clinics to improve efficiency, profitability, and patient satisfaction. Thus, the activities done by the major players are expected to drive the studied market growth in the country.

Furthermore, the increasing number of people seeking insurance, pressure to cut healthcare delivery costs, consolidation of the healthcare system, pharmaceutical companies facing patent cliffs, and the mandatory implementation of ICD-10 codes are the major factors propelling the growth of the United States healthcare BPO market.

Thus, the market is expected to grow in North America due to the abovementioned factors.

Healthcare BPO Market Competitor Analysis

The competitive landscape of the healthcare BPO market covers the business overview, financials, products, and strategies followed by major companies. The healthcare BPO market is fragmented and consists of several major players. In terms of market share, few of the major players currently dominate the market. The rising need for mobile health and advances in healthcare systems are also helping a few other smaller players to enter the market with a substantial share. Some of the major players in the market are Accenture, Global Growth, GeBBS Healthcare Solutions, Genpact, International Business Machines Corporation (IBM), Parexel International Corporation, IQVIA, Sutherland Global Services, UnitedHealth Group, and Cognizant Technology Solutions, among others.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumption and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Market Drivers
    • 4.2.1 Rise of Nearshore Outsourcing Destinations and Access to Technology
    • 4.2.2 Rapid Increase in Clinical Process Outsourcing (CPO)
    • 4.2.3 Implementation of PPACA Compelled Healthcare Player to Move toward Outsourcing
    • 4.2.4 Fewer Errors in Several Non-critical Functions, like Finance and Accounting, Customer Care Services, etc.
  • 4.3 Market Restraints
    • 4.3.1 Complex Regulations
    • 4.3.2 Hidden Costs of Outsourcing
  • 4.4 Porter's Five Forces Analysis
    • 4.4.1 Threat of New Entrants
    • 4.4.2 Bargaining Power of Buyers/Consumers
    • 4.4.3 Bargaining Power of Suppliers
    • 4.4.4 Threat of Substitute Products
    • 4.4.5 Intensity of Competitive Rivalry

5 MARKET SEGMENTATION (Market Size by Value - USD million)

  • 5.1 By Payer Service
    • 5.1.1 Human Resource Management
    • 5.1.2 Claims Management
    • 5.1.3 Customer Relationship Management (CRM)
    • 5.1.4 Operational/Administrative Management
    • 5.1.5 Care Management
    • 5.1.6 Provider Management
    • 5.1.7 Other Payer Services
  • 5.2 By Provider Service
    • 5.2.1 Patient Enrollment and Strategic Planning
    • 5.2.2 Patient Care Service
    • 5.2.3 Revenue Cycle Management
  • 5.3 By Pharmaceutical Service
    • 5.3.1 Research and Development
    • 5.3.2 Manufacturing
    • 5.3.3 Non-clinical Service
      • 5.3.3.1 Supply Chain Management and Logistics
      • 5.3.3.2 Sales and Marketing Services
      • 5.3.3.3 Other Non-clinical Services
  • 5.4 Geography
    • 5.4.1 North America
      • 5.4.1.1 United States
      • 5.4.1.2 Canada
      • 5.4.1.3 Mexico
    • 5.4.2 Europe
      • 5.4.2.1 Germany
      • 5.4.2.2 United Kingdom
      • 5.4.2.3 France
      • 5.4.2.4 Italy
      • 5.4.2.5 Spain
      • 5.4.2.6 Rest of Europe
    • 5.4.3 Asia-Pacific
      • 5.4.3.1 China
      • 5.4.3.2 Japan
      • 5.4.3.3 India
      • 5.4.3.4 Australia
      • 5.4.3.5 South Korea
      • 5.4.3.6 Rest of Asia-Pacific
    • 5.4.4 Middle East
      • 5.4.4.1 GCC
      • 5.4.4.2 South Africa
      • 5.4.4.3 Rest of Middle East
    • 5.4.5 South America
      • 5.4.5.1 Brazil
      • 5.4.5.2 Argentina
      • 5.4.5.3 Rest of South America

6 COMPETITIVE LANDSCAPE

  • 6.1 Company Profiles
    • 6.1.1 Accenture
    • 6.1.2 Global Growth (Eli Global)
    • 6.1.3 GeBBS Healthcare Solutions
    • 6.1.4 Genpact
    • 6.1.5 International Business Machines Corporation (IBM)
    • 6.1.6 Parexel International Corporation
    • 6.1.7 IQVIA
    • 6.1.8 Sutherland Global Services
    • 6.1.9 United Health Group
    • 6.1.10 Cognizant Technology Solutions
    • 6.1.11 Tata Consultancy Services Limited
    • 6.1.12 Wipro
    • 6.1.13 Infosys Limited

7 MARKET OPPORTUNITIES AND FUTURE TRENDS