Diagnosing Culture and Process Gaps in Healthcare BPOS: A Case Study of El Revgen Healthcare Solutions

The present study evaluates the organizational culture and billing process efficiency at El Revgen Healthcare Solutions Pvt. Ltd. using the OCTAPACE framework. The research aimed to measure key cultural dimensions such as openness, trust, collaboration, and proactivity, while also analyzing operational factors like billing accuracy, claim submission timeliness, and patient satisfaction. Data was collected through a structured survey administered to 50 employees, and analyzed using descriptive statistics, ANOVA, and reliability testing. The findings indicate that the workforce is predominantly young, with strong interpersonal trust and open communication practices; however, barriers such as a lack of transparent communication and billing inaccuracies were evident. ANOVA revealed significant differences in organizational culture perception across age groups (p = 0.000). Reliability analysis demonstrated strong internal consistency, improving from a Cronbach’s Alpha of 0.796 to 0.831 after questionnaire refinement. While leadership effectiveness and cross-team collaboration are seen positively, operational gaps exist in billing software effectiveness and training consistency. The study concludes with strategic recommendations for strengthening transparent communication, upgrading systems, enhancing training, and fostering a culture of innovation. By addressing these areas, El Revgen Healthcare Solutions can further optimize its organizational environment, employee engagement, and operational