Transition to Virtual Counter for Patient Billing Related Enquiries
Care Process & Redesign
Technology
Singapore Healthcare Management Congress
SingHealth
31 December 2023
Empower patients to handle billing remotely while maintaining communication channels. Virtual counters improved billing support efficiency, reduced face-to-face needs, and enhanced patient satisfaction and convenience.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Technology, Care Process ＆ Redesign, Digital Health, Chat Bots, Digitalisation, Digital Platforms, Automation, Financial Services/FinTech, Value Based Care, Patient Satisfaction, Operational Management, Financial Management
About this Content
Aims
Empower patients to handle billing remotely while maintaining communication channels.
Background
Physical counters were to be removed; alternative digital channels like PBS and KKHelpBot were introduced.
Methods
Launched PBS portal for billing services and KKHelpBot, an AI chatbot with live agent support.
Results
Increased PBS page views, more chat sessions on KKHelpBot, high satisfaction ratings (4/5+), reduced wait times, and positive feedback.
Conclusion
Virtual counters improved billing support efficiency, reduced face-to-face needs, and enhanced patient satisfaction and convenience.
Lessons Learnt
Digital tools should balance innovation with personal connections; user-friendly platforms are critical for adoption and empowerment.
Keywords
Virtual Counter, Patient Billing, KKHelpBot, NLP, Digital Innovation, Healthcare Finance, Online Billing, Patient Empowerment
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | KK Women and Children Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Chang Tian Ya Rachel |
Project Member(s) | Yeo Bee Chin Karen |
Connect with this contributor!
Chang Tian Ya Rachel - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
948_KKH_SHM_2023_Transition_to_virtual_counter_for_patient_billing_related_enquiries.pdf