Friday, September 30, 2011
LOCALLY-owned outsourcing firm Northern Worx KPO (NWK), which started as a medical transcription firm, is venturing into the knowledge process outsourcing (KPO) sector by providing customized outsourcing services.
A company official said Cebu can capture a larger share of the medical transcription business while slowly transitioning to more complex and diversified processes in the Health Information Management Outsourcing space.
NWK chief marketing officer Mawit Go said the expansion of the business into offering customized outsourcing services such as market intelligence, technical and marketing support, among others, is buoyed by the evolution of transcription business and technology.
She cited changes in policies in the health care sector in the United States during the Obama administration. Go also added the advancement in technology as one factor that prompted them to step up the outsourcing services they offer their clients.
NWK was formerly known as Northern Transcription Works. It began delivering medical transcription and documentation services to US clients in 2003. Two years after the firm established its non-voice services, the firm diversified into voice-based services.
According to Go, the market demand now is for knowledge-based services, where workers that can go beyond good English communication, but also possess analytical and other skills, are needed in the back-room outsourcing operation.
“We now go beyond inquiry-based customer service,” she said.
NWK employs registered nurses. Aside from transcription and documentation, the company has utilized the health expertise of its nurses by delivering medical billing, coding, and drug information services.
Go added providing customized outsourcing services will not only strengthen their US market but would help them penetrate emerging markets in KPO, such as Australia, United Kingdom and China.
The company will also settle some compliance issues in other potential markets like Germany and Switzerland for it to cater to outsourcing services in these countries.
To increase awareness about outsourcing, NWK recently launched its new website, http://northernworx.com, an interactive redesigned site created by its in-house creative and digital team, which tackles various issues in outsourcing.
“Northern Worx decided to create a website where we share our expertise and educate businesses on the basics of BPOs,” Go said.
The country is optimistic about getting a fair share in the global KPO market.
Typical services offered by KPO companies include business and financial consulting, legal processes and transcription, health information management, medical and pharmaceutical expertise, intellectual property research, contact centers, creative services, animation, and engineering design.
Published in the Sun.Star Cebu newspaper on October 01, 2011.
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