As a cornerstone of Elephant Healthcare’s financial health, clinical billing profoundly influences the sustainability of our primary care network. This case study will show how we resolved two chronic pain points in the existing system: substantial unbilled care resulting in revenue loss, and the excessive workload placed upon our billing officers.
TOOLS
Figma, Slab, Miro
ROLE
Design Lead
Officer Risk
Officers often pay small patient deficits out of pocket because the system offers no alternative.
Heavy Workload
Billing officers manually track all care events and managing collections on every invoice.
“Yesterday, I saw three patients who were unable to fully pay for their medications. It would be nice if we had a way of making some exemptions for our patients”
Billing officer
Methodist Hospital, Aburaso
Mapping out the current examine the current experience
We followed this by mapping the patient and billing officer journeys. This gave the team a shared, high-level understanding of the entire billing process and revealed key pain points.
Working backwards with hard questions - PR/FAQ
To align the team and define final requirements, we used a PRFAQ framework. The PR framed the feature's hypothetical launch to secure stakeholder alignment and the FAQ sessions followed, focused on customer questions and stakeholder concerns.
This process ensured a shared, clear understanding of the product's scope and potential limitations
We defined the solution by focusing on core user stories and high-impact features. Using our in-house component library, I skipped low-fidelity work and moved straight to high-fidelity mockups. All designs were optimised for our core device, the Tigi Tablet.
Automation flow
This flow depicts how an automated invoice behaves when triggered by real-time care events during a patient's visit.
Manually creating an invoice if a clinical is not triggered
In the event a real-time care event is not triggered, the billing officer has the option of manually creating an invoice and populate it based on the care received by the patient at the facility.
Updating an invoice
Based on insights from our PRFAQ, we accounted for each scenario where the billing office updates the invoice by changing its attributes and finalizing it before collection begins.
Taking payment
This flow depicts how the billing officer takes payment once the invoice is finalised.
Exempting Payment
Billing officers are allowed to make payment exemptions based on the type of visiting patient.
Waiving Payment
The billing officer is afforded the option to waive a given amount off the transaction amount when payment is being taken.
Refund
In the event a patient is over-billed, this feature severs as a contingency to rectify the issue.
Creating transparency via an audit log
A Payment History was essential to resolve the lack of transparency by tracking all payments, timestamps, cashiers, and amounts for a given invoice.
Outcomes
