Intelligent CIO Middle East Issue 47 | Page 61

CASE STUDY “As an organisation committed to deliver the most personalised service and best clinical outcomes, we understand the value of time. In our mission to reduce waiting THE AUTOMATION PLATFORM WILL MAKE THE INSURANCE ELIGIBILITY PROCESS QUICK AND ACCURATE BOTH AT AN ORGANISATIONAL LEVEL AND TO CUSTOMERS. With regards to insurance approval, RPA implementation will support our team to deliver an even higher level of service, with their time on paperwork reduced O n ti o thanks to automation. a m Ve for nee We can use insights who f In th P e i h C urushot delivered by the tools to access book an aman, Group and process data to deliver the best appointment clinical outcomes and service excellence online to see a doctor. The for our patients,” said Andre Daoud, Chief RPA implementation will ensure elimination Executive Officer at Medcare Hospitals and of waiting time for these existing patients as Medical Centres. Medcare focuses on pulling off the insurance eligibility process hours before the patient Veneeth Purushotaman, Group Chief visits the clinic. Whereas, for new patients, Information Officer at Aster DM Healthcare, this process will take place from their second said: “After the pilot implementation of RPA visit at any clinic of Medcare. at Medcare, we will roll out RPA at a group level, with the aim to help process data in Naushad Mohammed, General Manager IT large volumes, improve interconnectivity at Medcare, understands that the current with other systems and access data at Insurance Eligibility Process is a tedious more touchpoints. The tools will support one. He explained that the process is very key objectives in our Digital Transformation monotonous and time-consuming for both to leverage the most accurate results, their front and back-office team. The team reduce errors and accomplish even greater must scan a patient’s details through 10 results with our pool of immensely talented to 15 insurance portals to ensure claim team members.” eligibility of a patient. Automating the long and repetitive routine work of the Insurance Eligibility Process will help Medcare provide a seamless experience for patients. Eliminating a tedious and mandatory task for patients indeed adds to ease of availability, facilitating time-savings and reduces stress. This implementation will help ultimately support customer retention and boost engagement. time and constantly improve upon evidence-based care, RPA will automate and streamline several tasks for our medical professionals and administrators in hospitals and clinics. The automation platform will make the insurance eligibility process quick and accurate both at an organisational level and to customers. Initial feasibility studies delivered insights into the number of layers and time consumed on the part of the backend team to complete the rigorous insurance eligibility paperwork and for patients to receive approval before a procedure can begin. WE CAN USE INSIGHTS DELIVERED BY THE TOOLS TO ACCESS AND PROCESS DATA TO DELIVER THE BEST CLINICAL OUTCOMES AND SERVICE EXCELLENCE FOR OUR PATIENTS. customer experience and value generation. The implications are widespread as Medcare, as part of global healthcare group Aster DM Healthcare, oversees four multispecialty hospitals alongside four specialty centres and 10 medical centres, employing over 300 doctors. The process will support a seamless and conducive experience for existing patients “It is a time-consuming process for the employees and strains patients to wait for INTELLIGENTCIO 61