TRANSFORMATION in Ambulatory Billing Office & Patient Financial Services
Care Process & Redesign
Workforce Transformation
Singapore Healthcare Management Congress
SingHealth
31 December 2021
Improve patient satisfaction and staff morale in billing services through process transformation. Transforming service workflows enhances patient satisfaction and operational efficiency.
Year Submitted: 2021
Published Date: 31 December 2021
Tags: Workforce Transformation, Care Process ＆ Redesign, Job Redesign, Quality Improvement, Workflow Redesign, Value Based Care, Patient Satisfaction
About this Content
Aims
Improve patient satisfaction and staff morale in billing services through process transformation.
Background
Patients faced inconvenience and confusion due to fragmented billing services across locations.
Methods
Centralized billing services in the Ambulatory Billing Office, re-scoped staff roles without increasing manpower, and developed standard instructions for seamless service delivery.
Results
Improved patient satisfaction; efficient billing services without additional manpower; supported counter-less directives.
Conclusion
Transforming service workflows enhances patient satisfaction and operational efficiency.
Lessons Learnt
Regular feedback loops and stakeholder engagement are crucial for sustainable service transformation.
Additional Information
SHM 2021 – Shortlisted Project (Finance Category)
Keywords
Billing Management, Staff Morale
Innovators' Details
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) | Chiew Pei Pei |
Project Member(s) | Shevir Tan |
Connect with this contributor!
Chiew Pei Pei - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
C539_SGH_SHM_2021_TRANSFORMATION_in_Ambulatory_Billing_Office_Patient_Financial_Services.pdf