The healthcare scene continues to progress swiftly in 2025, with telehealth services becoming a permanent fixture in healthcare delivery following the pandemic. As providers maneuver this digital transformation, outsourcing has surfaced as a strategic solution that simultaneously addresses the dual obstacles of improving patient experiences while controlling costs.
The Telehealth Revolution Meets Outsourcing
The healthcare business process outsourcing (BPO) industry was valued at $25.7 billion in 2021 and is expected to reach $44.5 billion by 2027. One of the main factors propelling this expansion is the increased use of telehealth and remote care, especially after the COVID-19 pandemic. Outsourcing companies provide the technical support needed to keep virtual healthcare services running smoothly.
BruntWork CEO Winston Ong observes this transformation from a distinctive perspective. The company has earned acclaim in customer service outsourcing, helping healthcare organizations reduce administrative workload while ensuring patients receive timely assistance.
“Outsourcing allows providers to concentrate on what they do best — caring for patients,” says Ong, showing the core philosophy behind BruntWork’s method of healthcare support services.
The Economics of Outsourced Telehealth
The financial case for outsourcing telehealth operations is compelling. Along with keeping daily operations efficient, outsourcing helps healthcare providers reduce expenses. Organizations can save 30-40% by outsourcing tasks like billing and administrative support.
Many clinics and hospitals hire virtual healthcare assistants to handle documentation, insurance claims, and data entry, leading to even greater cost savings. These savings can then go toward expanding medical services, upgrading technology, and hiring more healthcare professionals.
BruntWork’s plan is based on a comprehensive understanding of healthcare industry dynamics and patient needs. It provides customized solutions to each healthcare provider. This personalization addresses typical outsourcing concerns such as quality control, data privacy, cultural understanding, and regulatory compliance.
Quality and Compliance in a Virtual World
Critics initially questioned whether outsourced telehealth operations could maintain the quality standards and regulatory compliance required in healthcare. Regulations add another layer of complexity. Medical providers must confirm that outsourcing companies follow laws like HIPAA in the U.S. and GDPR in Europe. Failing to meet these requirements can result in serious legal and financial consequences.
BruntWork’s distinct advantage lies in combining technology and human proficiency. It uses advanced technologies like artificial intelligence (AI) and machine learning to streamline customer service, improving efficiency and precision. However, it focuses on the human aspect — empathy, understanding, and patient-centered care.
Ong adds: “We’ve created healthcare-specific training programs to prepare virtual assistants for specialized providers’ needs. Our healthcare assistants typically stay with us for 2.8 years, maintaining consistency in patient interactions.”
The Future of Healthcare Delivery
The partnership between providers and outsourcing specialists is likely to deepen and advance. The hospital outsourcing industry alone is projected to grow at an annual rate of 10.34% between 2025 and 2034. As AI and automation continue to develop, outsourcing will likely become even more common.
Ong believes AI will transform how outsourcing functions. “AI and automation are making healthcare outsourcing more efficient, reducing costs, and improving patient care,” he says. Using advanced technology can simplify processes and allow more time for personalized care.
Reconsidering Healthcare’s Boundaries
The increase in outsourced telehealth operations challenges people to reconsider fundamental assumptions about healthcare delivery. While outsourcing provides benefits, it also presents risks, especially in cybersecurity and legal compliance. Sharing patient data with external providers raises concerns about privacy and security breaches. Cyberattacks targeting healthcare organizations have become more frequent, making strong security measures necessary.
BruntWork has built a strong reputation by offering customized outsourcing solutions for healthcare providers. Founded in 2020, the firm has experienced explosive growth, with revenue increasing by over 700% amid the pandemic. As Winston Ong leads the company through this period of expansion, BruntWork continues to pioneer inventive techniques for healthcare outsourcing that balance efficiency, cost-effectiveness, and quality patient care.
