Projects

New ERA of Outpatient Lab Billing

Project Categories

Care Process & Redesign

Technology

Platform

National Healthcare Innovation and Productivity Medals

Cluster

SingHealth

31 December 2024

Optimize outpatient lab billing to improve accuracy, timeliness, and efficiency while reducing manual workload. RPA-based lab billing has improved accuracy, efficiency, and revenue recovery.

Year Submitted: 2024
Published Date: 31 December 2024

Tags: Technology, Care Process ＆ Redesign, Digitalisation, Automation, Robotics Process Automation, Operational Management, Financial Management, Productivity, Time Saving

About this Content

Aims

Optimize outpatient lab billing to improve accuracy, timeliness, and efficiency while reducing manual workload.

Background

Annually, over 1 million outpatient lab tests require billing, but the lack of integration between the Laboratory Information System (LIS) and Outpatient Administrative System (OAS) led to manual errors and inefficiencies.

Methods

Implemented a Robotic Process Automation (RPA)-enabled billing system that integrates LIS with billing workflows, ensuring automated, real-time, and accurate billing.

Results

Saved 3,211 man-hours annually, reduced billing inaccuracies by 50%, and recovered over $574K in previously missed revenue.

Conclusion

RPA-based lab billing has improved accuracy, efficiency, and revenue recovery. Future enhancements will refine automation workflows and expand coverage to additional outpatient services.

Lessons Learnt

Automation significantly reduces billing errors, improves efficiency, and enhances patient satisfaction by reducing billing disputes.

Keywords

Outpatient Lab Billing, Automation, RPA, Revenue Recovery, Digital Transformation

Innovators' Details

Healthcare Cluster(s)	SingHealth
Organization(s) Involved	Singapore General Hospital
Platform(s)	National Healthcare Innovation and Productivity Medals
Healthcare Professional Group(s)	Healthcare Administration
Applicable Specialty or Discipline	Healthcare Administrators
Project Lead(s)	Chin Chen Siong
Project Member(s)	Jennifer Yong Chui Lan Siong Guan Cheng Shevir Tan Chiew Pei Pei Sarina Bte Mohamed Abdullah Alden Tan Yuan Siang Chua Hui Min Fiona Chan Seet Ling Eugene Sim Karen Shiu Kemas Muhamad Zulhaimi Bin KA Omar Kelly Kang Geok Kee Shawn Poh Kiat Keong Chan Wai Ching Natalia Fernandez Heng Isabella Tan

Connect with this contributor!

Natalia Fernandez Heng - natalia.fernandez.heng@sgh.com.sg (opens in new tab)

Project Attachment

979_SGH_NHIP_2024_New_ERA_of_Outpatient_Lab_Billing.pdf (opens in new tab)