A US-based primary healthcare provider partnered with Infosys to embark on their RPA journey. Their goal was to improve the turnaround time and efficiency of various internal processes in the company.
Two pilot use cases chosen for RPA implementation were insurance verification and health form request processing. The healthcare provider wanted to reduce:
- Turnaround time for eligibility verification for patients coming into their clinics
- Inbound call volume by redirecting patients to their self-serve portal where requests would be accepted and processed by robots
Key Challenges
- Remote office assistants were finding it difficult to manually keep up with the increasing volume of appointments. This resulted in eligibility verification being conducted at the clinic, thereby increasing wait times, and adversely affecting the patient experience
- A large volume of inbound calls for health/immunization forms were from parents of children who were not up to date on their wellness visits and therefore, could not be issued those forms
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The Solution
Intelligent RPA Enhances Patient Satisfaction While Improving Operational Metrics
- 60% reduction in verification time per appointment
- Bots running for approximately 22 hrs/day vs 8 hrs/day for humans
- Projected savings of US $225,000 in year 1 and US $350,000 year 2 onwards (net of development costs)
- 50% reduction in call volume (for health forms)
Intelligent RPA Enhances Patient Satisfaction While Improving Operational Metrics
- 60% reduction in verification time per appointment
- Bots running for approximately 22 hrs/day vs 8 hrs/day for humans
- Projected savings of US $225,000 in year 1 and US $350,000 year 2 onwards (net of development costs)
- 50% reduction in call volume (for health forms)
Benefits
Freed up the medical office assistant team’s bandwidth. The RPA bots carried out repetitive rule-based eligibility verification which allowed the team to focus on tasks that added more value
Time taken to verify each appointment came down by 60%
Eligibility denials expected to reduce by 70%
Health form related call volume expected to reduce by over 50% after the self-service option is enabled on the patient portal
