Gartner Research

How Viable Is the Health Care Market for Business Process Outsourcing?

Published: 13 March 2000

ID: G0086920

Analyst(s): Stacey Nelson

Summary

Managed care has transformed the U.S. health care industry into an elaborate connection of health care providers, physicians, payers and ancillary organizations. Increased access to health care and client demand for better services continue to drive the demand for new health care solutions. In an effort to meet these new challenges, health care organizations are increasingly turning to IT and business process solutions to help them manage risk, control costs, attract new customers and improve the quality of health care. This Perspective examines the current state of the market for BPO services in the health care industry, including key market drivers, end-user concerns and opportunity assessments for BPO providers by process area.

Table Of Contents
  • Challenges Ahead for an Industry Defined by Managed Care
    • Is this a Boon or Bust for BPO Vendors?
  • Market and Process Models
  • Methodology
  • Fast Facts About the Health Care Industry
  • Outsourcing Experiences to Date
  • End-User Familiarity With and Willingness to Outsource Business Processes
  • Key Drivers in Health Care for Engaging in BPO
  • Processes Most Likely to Be Outsourced
    • Customer Care
    • HC Audit Systems
    • IT Outsourcing
    • Supply Chain Management
  • BPO Decision Process
  • Major Findings
  • Dataquest Perspective

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