Situation

Our client, a leading group of Swiss private clinics, identified that their paper-based patient invoicing process was time-consuming and error-prone. Nurses and doctors had to spend valuable time gathering and controlling information used for billing every patient, which then had to be manually controlled and entered into the ERP by accountants. Open Web Technology was approached to digitalize and optimize these processes with the objective of decreasing the cost of invoice management while avoiding undetected errors and streamlining the controlling process.

Approach

1. User and Patient-Centered Analysis of the Invoicing Process

By interviewing multiple stakeholders and documenting this information, we were able to clearly show the length and complexity of the process while identifying its main pain points, such as frequent missing items in invoices due to a cumbersome manual process.

This data helped our Client define the ambition of the project and expected return on investment of possible future solutions.

2. Benchmark of the Process Against other Clinics
By benchmarking the current process with other clinics of the group in Switzerland, we were able to share best practices with our Client and create recommendations based on their performance.

This triggered ideation and allowed our Client to make informed decisions on the proposed improvements to the process.

3. Process Digitization and Business Alignment
Using the information gathered in the previous steps, the OWT team was able to define an optimized digitalized invoicing process, making use of responsive online applications accessible on any device (smartphone, tablet, desktop), in order to increase quality, cut costs and time spent in creating patient invoices.

Furthermore, our team was in charge of presenting this new process and gaining buy-in from the different stakeholders within the Client's organization, taking on a crucial role in the business transformation process

Thanks to the work of Open Web Technology, our Client was able to improve their invoicing process in the first step of digital transformation. They now have all the necessary information to decide on the technology and implementation of this solution, including estimated cost and time-to-market of 3 different technologies, as well as insight in the selection of the implementation partner. These are ideal conditions to start the blueprint phase of the project, the next step in their digitalization journey.

Learn more about this project

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