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:
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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