RPA through RPA: Reinventing Processes & Agility through Robotic Process Automation
Care Process & Redesign
Technology
Workforce Transformation
Singapore Healthcare Management Congress
SingHealth
11 February 2026
Automate routine administrative workflows, improve operational efficiency in key clinical support areas, enhance PSA job. Increased patient interaction time and higher job satisfaction through meaningful work and enhanced digital competencies.
Year Submitted: 2025
Published Date: 11 February 2026
Tags: Technology, Care Process ＆ Redesign, Workforce Transformation, Workflow Redesign, Productivity, Time Saving, Automation, Robotics Process Automation, Job Redesign, Upskilling
About this Content
Aims
Automate routine administrative workflows, improve operational efficiency in key clinical support areas, enhance PSA job satisfaction and increase patient interaction time.
Background
Patient Service Associates (PSAs) face challenges with repetitive and time-intensive administrative tasks. RPA was introduced to improve efficiency and reduce human errors.
Methods
Conducted workload analysis, re-engineered workflows, upskilled staff in Excel automation and Power Query, fostered cross-department knowledge exchange, implemented staff-driven pilot with continuous feedback, provided supportive transition coaching.
Results
RPA implementation reduced processing times significantly: Endoscopy Centre admission updates decreased from 90 to 30 minutes (67% reduction), Pre-Op SMS verification and appointment reconciliation improved from 45 to 5 minutes (89% reduction).
Conclusion
Increased patient interaction time and higher job satisfaction through meaningful work and enhanced digital competencies. Technological advancement focused on employee well-being creates a sustainable, efficient, and engaged healthcare workforce.
Lessons Learnt
Staff involvement and upskilling are crucial for successful transformation and creating an engaging work environment.
Keywords
RPA, automation, efficiency, patient interaction, digital tools
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Sengkang General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Carmen Chin |
Project Member(s) | Jane Pang |
Connect with this contributor!
Singapore Healthcare Management Secretariat - singaporehealthcaremanagement@singhealth.com.sg