Bringing Efficiency to Medical Billing

We started our engagement with a series of Discovery sessions. Together, we distilled the needs of the new portal and built a focused backlog. To determine what parts of the billing process we would focus on, we used activities like event storming. It helped us understand where technology and human interaction bridge together through the process. We also facilitated Design Studios with key subject matter experts several times throughout our engagement. These discussions allowed us to deepen our domain knowledge quickly and ensure we were meeting stakeholder needs. These Design Studios solidified our project motto: improve clarity. Each time we improved clarity, we removed a lot of problems for our client and their customers.

In parallel with Design Studios, we built the portal and spearheaded their automated testing initiative. The self-service portal allows users to log in, see what invoices they need to pay and make payments. We included features like the ability to choose payment method, a streamlined payment approval workflow, efficient searching and tagging, and the ability to add, edit, and remove charges and patients from invoices. All of these features contribute to the “self-serve” design that our client was hoping to achieve for the portal.

The self-serve design for the portal was fit for the user’s context. They might only use the tool once every 30 days, so our design choices had to make it easy for the users to intuitively use the portal each time.