To create a unified system for a US Department of Veteran Affairs subsidary to accurately track visits and payments from US veterans. 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.**
CLIENT
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ROLE
Product owner | LEAD DESIGNER
RESPONSIBILITIES
DESIGN, Product
YEAR
2023
THE BRIEF
To unify our processes 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. When the visit is concluded and a payment needed, it is sent to a clearinghouse, where it approves or rejects a claim, sends it back to the processor where Client 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 (~25hr/week), 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 the Development Architect, I created a roadmap to successfully launch an all-inclusive product to minimize time on task. Then designed based on the requirements from my discovery findings.
CREATING MILESTONES AND FOSTERING COLLABORATION.
As this type of product with so many touchpoints needed to be understood widely by product, dev, and design, the need for use case clarity was imperative for success. I created diagrams of the happy paths, as well as researched how the current structure works to better understand why our users have the manual workflow that is in place.
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 US Department of Veteran Affairs, 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.
In 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
Users no longer had to continuously check one platform for authorized hours, another for the claim status, everything is possible directly from our internal platform.
One click from a single tab was equivalent to 4 minutes of work on their past workflow. The amount of time saved per day allowed their teams to focus on their clients experience instead of repetitive, manual, housekeeping.
Van Gogh