Private healthcare provider reduces medical billing expenses by 70% with automation

Reduced billing

Reduced billing expenses by 70% across all hospitals

Improved days sales

Improved days sales outstanding (DSO) by 10 days

Achieved centralisation

Achieved centralisation of billing and collection procedures

The client

A leading private healthcare provider.

The challenge

The customer needed a more contemporary and automated approach to substitute their current antiquated billing procedures. The objective was to improve cash flow and substantially reduce the manual workload involved in hospital billings and collections tasks by establishing a centralised ‘hub’.

The solution

Innovior, a Probe Group company, introduced a software bot for billings and collections automation. This bot, powered by artificial intelligence, worked within their patient management system to improve cash flow, minimise manual work and ensure health fund compliance. This aimed to reduce write-offs and DSO for health fund payments.

Innovior

 

As the ‘health fund biller,’ the bot followed these steps after the medical team recorded the patient’s information for billing:

1

Analysed reports of unpaid bills and selected invoices marked as ‘ready to bill’ for each health fund.

2

Checked data using specific rules for each health fund.

3

Sent invoices that the bot couldn’t process to a queue for the human billing team to handle.

4

Submitted the remaining invoices to each health fund; around 70% of all invoices.

The result

In less than 12 months since implementing the billings bot, the client:

Reduced billing expenses by 70% across all hospitals

Reduced billing expenses by 70% across all hospitals

Improved DSO by 10 days

Improved DSO by 10 days

Successfully mitigated the risk of health fund bad debt

Successfully mitigated the risk of health fund bad debt

Achieved centralisation of billing and collections

Achieved centralisation of billing and collections

Seamlessly incorporated additional hospitals

Seamlessly incorporated additional hospitals into the centralised system without increasing labour costs.

These impressive outcomes demonstrate the power of Probe CX's operational excellence model in transforming existing outsourced teams into high-performing sales powerhouses.