The awards recognize Access Healthcare for excellence in Recruitment, HR Technology implementation, and COVID-19 response at a virtual awards ceremony.
Access Healthcare, a leading provider of end-to-end healthcare revenue cycle and information technology services, received top honors in three categories at the Golden Feather Awards 2021, organized by Feathertouch and supported by the Asia Innovation Congress.
In the virtual awards ceremony held on Thursday, the 29th of July 2021, Access Healthcare was adjudged to be:
Best in Recruitment and Consulting
Best in Talent Management Technology Implementation
Best COVID-19 Response (Internal)
Prabhakar M, Head of IT Application Development, Access Healthcare, said, "We are delighted to receive this recognition at the Golden Feather Awards this year. As COVID-19 struck, business process services companies like ours were required to ensure continuity of mission-critical services we deliver to our clients. The robust technology foundation we had built over the years helped us switch our operations to near 100% within the first week itself. Over the next few weeks, we created a work-from-home employee support structure and communication model that significantly improved productivity levels while creating a more engaged team. We are proud to have supported our team of over 15,000 employees in the COVID phase and significantly further our process automation journey as well."
Jacob Jesuroon, Vice President and Head of HR, Access Healthcare, said, "Innovation, Transparency, and Efficiency are the cornerstones of the people function in our organization. As one of the largest healthcare services companies in the world, an effective talent management strategy is always at the very core of our business success, and it tends to have a ripple effect on everything from brand reputation to service delivery to customer relationships."
Access Healthcare is a fast-growing business process and IT services provider focusing on lowering the administrative costs of healthcare providers, payers, and intermediaries based in the United States. Since 2011, we have been a reliable revenue cycle management (RCM) partner for the US healthcare industry, including during the phase of increased demand for services brought on by the COVID-19 pandemic. Our combination of professional expertise, process-level best practices, and strategic technology implementation enables us to deliver high levels of productivity and quality to our clients while ensuring continuous compliance with the regulatory requirements of the closely monitored industry.
Digital Governance of Operations
A total of 12,000+ employees in 18 offices across eight cities in 3 different countries had to migrate to the Work from Home model at short notice due to the lockdown in several cities housing our delivery locations during the pandemic. Our IT team had to ensure a seamless transition to work-from-home while ensuring that we were compliant with the stringent healthcare industry regulations and information security requirements.
Thanks to the diligent digital governance technology developed in-house by our IT team and the cooperation of our team members, we bounced back to 10% of average productivity in just 6 hours after the initiation of the transition effort. In 24 hours, we achieved 70%, and in just over one week, we were at 90% of normal productivity levels!
The key elements of our technology infrastructure, which are at the very crux of our award-winning value proposition, include:
arc.in – Comprehensive workflow management platform integrating all functional areas and service delivery operations at Access Healthcare, including the entire talent lifecycle
arc.in mobile – Mobile app providing secure remote access to relevant areas of the workflow (in WFH situations) for business continuity, as well as several other features enabling digital governance
echo suite – A proprietary set of configurable robotic process automation, analytics, and productivity management tools for enhancing healthcare revenue cycle management
The effectiveness of our digital infrastructure is proven by the real-world value they have produced and the results they have driven over the past several years. During the pandemic, this enabled us to distinguish ourselves from our peers.
Digital Sourcing and Talent Management
Our recruitment practices are optimized for speed and quality to keep pace with the operational requirements, despite the unpredictability of client demand and the daily inflow of inventory. In the pre-COVID times, hundreds of candidates would walk into our recruitment center every day.
By leveraging our technology infrastructure for maximizing efficiency, each candidate would be processed and issued their results within 45 minutes or less. Our healthcare clients continued to trust our ability to manage their revenue cycle and improve business outcomes during the pandemic. Therefore, the solution was to move the entire sourcing process online.
In the past 12 months, we onboarded over 5,000 new employees. Around 25% of all our new recruitments in 2020 took place through the Refer And Win (RAW) internal referral workflow app, where our current employees and social media followers refer their friends and family members for suitable roles in Access Healthcare in return for handsome referral bonuses.
Access Healthcare has deployed a real-time associate dashboard that graphically depicts specifically defined key result areas (KRAs) such as quality, attendance, production, etc. The dashboard draws data automatically from the workflow management platform without any human intervention. Clarity on performance ensures utmost transparency and eliminates any possibility of human error or bias in the tracking. The information collected in the associate dashboard automatically feeds into the performance management module for appraisals, performance improvement, and recognition processes.
COVID-19 Response: Vaccinations & Helpdesk
Recognizing that some of our employees and their families needed our support to get through the pandemic, we launched a specialized COVID Care Helpdesk in our organization. The 24x7 Helpdesk provides a wide range of services, arranging ambulances, Oxygen cylinders, online doctor consultations, hospital admission support, food and groceries for those in quarantine, insurance processing support, medicine delivery, and other kinds of help as required.
Access Healthcare has provided all employees of Access Healthcare and their dependent family members, who are eligible for the COVID-19 vaccination as per Government norms, the opportunity to get vaccinated free of cost (sponsored by the company). We estimate that around 56,000 people will benefit from this by the time we conclude this drive.
Home Pod
The effectiveness of our digital governance infrastructure in the pandemic also enabled us to conceptualize and implement permanent Work From Home for selected groups of our associates through the Home Pod. Associates are hired directly into this Home Pod model and will never have to physically visit an Access Healthcare office in their entire career with us. Currently, we have 3,500+ members on the Home Pod.
Other Recognitions
In 2021, Access Healthcare was named as a "Leader" and "Star Performer" in Everest Group's Revenue Cycle Management (RCM) Operations - Services PEAK Matrix® Assessment 2021. In addition, the Confederation of Indian Industries (CII) recognized Access Healthcare as one of the Top 25 Most Innovative Companies (across sectors) in 2020.