Automating Redundancies to Focus on Client Engagement

Jack Wilson

Creative Director

Product Designer

Product Strategist

Figma

Google Docs

Jira

To create a unified system for a book keeping company where billers can accurately track visits from their clients patients. Reducing time to task, error rate, and manual exploration by combining 4 products into one.

** Relevant information to client has been removed for privacy and contractual obligations.**

The Brief

To automate our process so our business can grow, allowing our staﬀ to focus on customer engagement.

This Revenue cycle management system would link with our customers scheduling software and our clearinghouse, intelligent enough to work with both systems.

With our clients working within healthcare, claims need to be processed, a biller works within the government created software to view if the visitation is approved for a specific amount of hours.

The visit is then tracked in a hospital tracking/management system called Axiscare. When the visit is concluded and there is a payment needed to be made, it is sent to a clearinghouse called Claim.MD, where it approves or rejects a claim and then sends it back to AxisCare where Centex then sends an invoice for services rendered through Quickbooks.

The Target

Billers spend an overwhelming majority of their time manually checking if a patient has approved hours for a service, when the service was billed, if the claim has been approved, and finally keeping a manual spreadsheet of what has been billed versus received.

Working with a Development Architect, I created a roadmap to successfully launch an all-inclusive product to minimize time on task.

CREATING MILESTONES AND FOSTERING COLLABORATION WAS THE BEST SCENARIO TO ENSURE PRODUCT SUCCESS.

As my background was not as technical with API integrations, I leaned on the head of dev to assist on determining timelines while I parsed the sprints into manageable tasks to move us forward continually.

As our team had all of the resources needed, we focused on researching what integrations existed between all of the portals listed above.

Thankfully, the VA, the management software, and the clearinghouse already allowed these to connect with and data scrubbing was our main focus as there were thousands of pieces of information that we needed to parse.

Over four months we tackled one integration at a time, allowing users to see patient authorizations, alert billers when something was rejected or approved, track all expenses and invoice clients for services rendered. We leaned on a headless CRM using Strapi to allow the robustness of this product while maintaining an ease of use for our users.

The Outcome

12 alpha testers provided weekly feedback to allow us to iterate on smaller UI issues that minimized even more time that was spent on the platform so they could focus on client rentention and engagement.

The Result

67% Time on Task Reduction

22% Error Rate Drop

19 Hours Saved Per Week

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Posted Feb 19, 2024

Product Design | Art Direction | Commercial Directing | Designing experiences using physical and visual mediums for over 10 years

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