Patient Experience for Billing & Payment Workgroup
Care Process & Redesign
Yishun Health One Improvement Festival
National Healthcare Group
28 April 2025
The Patient Experience for Billing & Payment Workgroup seeks to enhance billing and payment workflows to ensure a seamless. The initiatives undertaken by the workgroup have enhanced the billing and payment processes at KTPH, contributing to improved patient.
Year Submitted: 2025
Published Date: 28 April 2025
Tags: Care Process ＆ Redesign, Workflow Redesign, Cost Saving, Quality Improvement
About this Content
Aims
The Patient Experience for Billing & Payment Workgroup seeks to enhance billing and payment workflows to ensure a seamless experience for patients while maintaining financial integrity for KTPH.
Background
Recognizing challenges in billing and payment processes that lead to patient dissatisfaction and financial losses, the Patient Experience for Billing & Payment Workgroup was established in August 2023 to enhance these workflows at KTPH.
Methods
The workgroup implemented key interventions such as analysis of account receivables, new workflows for payment collection, a comprehensive training guide, and alignment in financial counselling processes.
Results
The initiatives led to improved patient satisfaction, increased payment collection rates, reduction of A&E P3 and P2 walkaways, decrease in finance-related billing inquiries, and significant cost savings.
Conclusion
The initiatives undertaken by the workgroup have enhanced the billing and payment processes at KTPH, contributing to improved patient experience and financial health of the hospital.
Lessons Learnt
Aligning financial counselling processes ensures billing accuracy and fosters trust, while clear communication strategies improve patient experience and payment compliance.
Additional Information
The workgroup discusses and analyses key performance indicators monthly, addressing billing challenges to improve patient satisfaction and payment collection rates.
Keywords
Billing, Payment, Workflow, Patient Experience, Financial Counselling
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National Healthcare Group |
Organization(s) Involved | Khoo Teck Puat Hospital |
Platform(s) | Yishun Health One Improvement Festival |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, Finance |
Project Lead(s) | Leong S.M.B, Kutty F.M |
Project Member(s) | Loh Khee Chaw |
Connect with this contributor!
KTPH & YCH Innovation & Improvement (I&I) Office - i-i@ktph.com.sg
Project Attachment
785_KTPH_OIF 2025_Patient Experience For Billing And Paymen.pdf