Projects

The New ERA of Outpatient Lab Billing Enhanced Experience ▪ Revenue Recovery ▪ Accelerating Automation

Project Categories

Care Process & Redesign

Technology

Platform

Singapore Healthcare Management Congress

Cluster

SingHealth

31 December 2023

To improve outpatient lab billing accuracy, reduce errors, and enhance patient and staff experiences. Automated systems in outpatient billing demonstrate efficiency, cost savings, and improved patient and staff experiences.

Year Submitted: 2023
Published Date: 31 December 2023

Tags: Care Process ＆ Redesign, Technology, Productivity, Cost Saving, Manhour Saving, Automation, Robotics Process Automation, Digitalisation

About this Content

Aims

To improve outpatient lab billing accuracy, reduce errors, and enhance patient and staff experiences.

Background

Manual lab billing processes were time-consuming, prone to errors, and caused revenue leakage and disputes.

Methods

Introduced a Robotic Process Automation (RPA) system, established system integration (LIS, eHints), and launched a billing FAQ webpage.

Results

Reduced revenue leakage by 28%, saved $124,000 annually, and improved accuracy with 87% automation success rate, reducing manual workload by 80%. Enhanced patient satisfaction and staff productivity.

Conclusion

Automated systems in outpatient billing demonstrate efficiency, cost savings, and improved patient and staff experiences.

Lessons Learnt

Automation and harmonized workflows improve billing accuracy and efficiency. Communication is critical for stakeholder buy-in and adoption.

Additional Information

Singapore Healthcare Management Congress 2023 – 1st Prize (Finance category)

Keywords

Outpatient Billing, Automation

Innovators' Details

Healthcare Cluster(s)	SingHealth
Organization(s) Involved	Singapore General Hospital
Platform(s)	Singapore Healthcare Management Congress
Healthcare Professional Group(s)	Healthcare Administration
Applicable Specialty or Discipline	Healthcare Administrators
Project Lead(s)	Kaye Peh Kai Yi
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 K A Omar Poonam D/O Vas Dev Bajaj Kelly Kang Geok Kee Shawn Poh Kiat Keong Chan Wai Chin Natalia Fernandez Heng Isabella Tan

Connect with this contributor!

Kaye Peh Kai Yi - singaporehealthcaremanagement@singhealth.com.sg

Project Attachment

C_863_SGH_SHM_2023_The_New_ERA_of_Outpatient_Lab_Billing.pdf