Outsourcing medical billing services

Why Zento is affordable without cutting corners on quality

Author: Ben Dudley

Date: April 4, 2024

outsourced medical billing services australia

In today’s business world, many companies choose to work with international teams because it helps them save money while still getting the job done well.

Secure medical data management

Why we work with both an Australian and international team

It’s not different for us. To keep our prices fair and still give you the best medical billing and practice management services, Zento decided to work with teams based in both Australia and the Philippines.

The Australian team handles face-to-face interactions. For instance, some of our surgeon and physician clients have their own Zento secretary or receptionist. Our management team is also based in Australia.

The team in the Philippines takes care of tasks that can be done remotely, such as data management, data entry, and handling phone calls.

Zento Group Ben Dudley

“Having two teams available, helps us keep things affordable without cutting corners on quality.”

Ben Dudley

Ben Dudley

Founder Zento

We know that in Australia, finding the best medical billing and private practice management company can be tough, and not all services are the same.

You may have heard about us, including that we outsource some of our work. If you’re worried about that, especially about privacy and security, we want to clear things up.

Privacy and security are our top priorities

We want to reassure you right away that your privacy and security are our top priorities.

Privacy is all about keeping your patients’ personal health information safe and confidential. We have taken significant steps to make sure we follow all the Australian Privacy Principles and keep everything secure.

outsourced medical billing services australia

“In order to do this, we worked with expert privacy lawyers and also have cyber risk insurance to make sure that we’re keeping patient data secure.”

Ben Dudley

Ben Dudley

Founder Zento

Ensuring privacy and compliance for offshore teams

Following best practices and adhering to Australian privacy laws, we ensure transparency in managing your personal details. This commitment to security involves employing strong passwords and multifactor authentication to safeguard your data. We are legally obliged to use your information only for its intended purpose, especially critical in handling sensitive health information. In keeping you and your patients informed, we share our privacy policies and notify you about our international team’s involvement, particularly in the Philippines, to maintain these high standards of privacy and security.

When we say security is our top priority, it means we’re serious about keeping your information safe. We use advanced technology and strict procedures to protect your health data from cyber threats like hackers. This includes encrypting your data to make it unreadable to anyone without permission and setting up barriers to block unauthorised access. We also carefully control who can access your information and keep a close eye out for anything suspicious.

What is cyber risk insurance?

Cyber risk insurance is like a safety net for businesses when it comes to potential risks associated with their computer systems or online activities. It’s important because even if a company does everything right to stay safe online, unexpected issues can still arise. This type of insurance helps cover the costs if something goes wrong, like if there’s a cyberattack and the company has to pay money to fix the issue or compensate people involved. Having cyber risk insurance means a company can worry less about the financial hit from online security problems and focus on quickly resolving any issues that come up.

Transparency is key

A big part of how Zento handles working with teams in other countries is our focus on being open and transparent about this with you and your patients. We make sure to explain the privacy rules and let your patients know who is looking after their information.

Zento Group Ben Dudley

“This way, we make sure people trust us and feel safe about how we handle their information.”

Ben Dudley

Ben Dudley

Founder Zento

By sharing this information and teaching your patients about privacy measures, we show our dedication to protecting their information and doing things the right way.
If your patients are still concerned after receiving this explanation, they always have the option to speak with one of our local team members.

Outsourced medical billing and practice management

What tasks are outsourced?

You may wonder, what exactly is outsourced? Well, most outsourced tasks are related to handling data and answering phone calls.

The team in the Philippines takes care of entering data, making sure everything is correct and follows rules, and checks that patient details are accurate. They also handle calls from your patients, whether it’s for questions, quotes, getting approvals, or taking care of payments, and our secure system ensures credit card details are kept safe.

Zento Group Ben Dudley

“When your patients need to give their credit card details over the phone, Zento uses a special system. The patient types their credit card number into their phone’s keypad, and the Zento team member on the call never hears or sees the numbers. This way, the credit card info goes straight into the system safely, keeping it private and secure.”

Ben Dudley

Ben Dudley

Founder Zento

This method keeps patient details safe with Zento, making sure every phone call is secure, private and PCI DSS compliant.

The importance of training

The Australian healthcare system can be really complex, even for locals. That’s why we make sure to give our outsourced team comprehensive training and provide great resources.

Zento Group Ben Dudley

“We constantly invest in training to make sure our staff is skilled and efficient, especially when it comes to dealing with the tricky parts of the Australian health system.”

Ben Dudley

Ben Dudley

Founder Zento

By keeping our retention rates high, we ensure our doctors receive consistent service by team members they get to know and trust. We have found that providing good training and support is key to this. Just like we want to keep our Australian team members, we want to keep our Filipino staff too. They are an integral part of the Zento family.

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Conclusion

We learned a lot when we started working with our team in the Philippines, especially that it’s not just about reducing our costs. It’s really about getting all our processes right, which means planning well, focusing on the finer details, and making sure we prioritise the privacy and security of our doctors’ and their patients’ information at all times.

Zento Group Ben Dudley

“We’ve put a lot of effort into making sure we follow the rules, are clear about how we work, and provide thorough training for our team.”

Ben Dudley

Ben Dudley

Founder Zento

Keeping information safe is super important, and our approach shows we’re committed to outsourcing responsibly. So, even though we want to be cost-effective, our main aim is to deliver comprehensive medical billing and administration services that are high quality, safe, and private, with well-trained staff, all while keeping it affordable.

More information about outsourced medical billing: Read our article on the benefits of outsourced medical billing and practice management here.

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