SUCCESS
STORIES

Medical Transcription

Background:

MMA is a leading nationwide provider of quality medical transcription work to hospitals and clinics all over the US. It offers a full range of medical transcription services that can reduce costs and improve throughput in their clients' healthcare environment. The company ensures the following for their clients:

• Scalable transcription system.
• Dependable turnaround time.
• Domain expertise.
• Dependable solutions via technology.
• A large workforce of transcriptionists.
• Supports clients in meeting HIPAA standards.
• Encrypted and secure internet-based technology.

Key Challenges:

• Increasing number of errors in transcripts produced by US staff.
• Shorter TAT demand from new and existing clients.
• Dwindling resource of experienced staff in the US.
• Lack of interest in medical transcription as a profession in the US.
• Operational Costs on medical transcription as high as $5.00 a report irrespective of length of report.
• Inability to deliver on ramp-up schedules and projections or to sign on new clients due to the points mentioned above.

The Medusind Approach & Solution:

• Process Study of MMA transcription workflow to assess the reason for quality not being delivered.
• Rigorous testing was conducted on both productivity and quality fronts to shortlist vendor companies.
• At the initial stage the Medusind vendor companies were required to deliver the workflow until the first stage of QA at above 96% quality.
• A three-stage QA process was put in place as against the single stage QA process at MMA at a lower cost to ensure output of above industry standard quality.
• The third-stage US QA was put in, with the intention of being an optional stage once Medusind could deliver from stage 2 QA directly.
• A team of highly experienced QA2s was hired at Medusind to manage the second stage of QA - all with above 5 years of experience as QAs in medical transcription.
• Medusind focused on operational efficiencies to minimize wasteful processes.
• Each account that was transitioned to Medusind took less than a fortnight to go off third-stage US QA requirement thus bringing down US QA labor costs much earlier than predicted.
• Costs were cut down by bringing the third stage of QA taking place in the US from 100% to 10% of the total volume processed at Medusind for every account transitioned.
• Consistent delivery of above industry standards at the stage 2 QA level on a 24 x 7 basis by Medusind.
• All vendors are capable of ramping up to over 50,000 lines/day to ensure that MMA delivers its ramp-up schedules projected to the end clients.
• Regular reporting to MMA on both quality and productivity fronts with value added statistical analysis.

Benefits to Client:

• Availability of trained resources in medical transcription in India enables recruitment of higher quality team members.
• Reduced QA cost by 30%.
• Succeeded in transitioning 4,50,000 lines of work per month to India at a lower cost within the first nine months of our working relationship with MMA
• The US and India time difference & high quality work resulted in shorter TAT, thereby leading to work being delivered to end clients at least 6 hours before TAT on all work types assigned to Medusind.
• Medusind has helped MMA become identify weak links in quality and productivity processes and thereby made MMA more quality efficient.
• Medusind services help test the global scaling of the MMA online tech platform to ensure a robust delivery system to end clients.
• Medusind's consistently delivered above industry Quality standards leading to MMA shifting QA of their US work to Medusind thereby controlling recruitment requirements and costs at their end.

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