Innova Solutions > Healthcare Services > Providers > Patient Billing Payment System

The client is the single largest financial and administrative healthcare network in the United States, reaching approximately 750,000 physicians, 105,000 dentists, 60,000 pharmacies, 5,000 hospitals, 600 vendors, 450 laboratories, and 1,200 government and commercial payers. The client has developed this network of payers and providers over 30 years in the industry, connecting virtually all private and government payers, claim to submit providers and pharmacies in a hybrid cloud-based, user-centric, and secure infrastructure environment.

The Patient Billing and Payment System (PBPS) allows healthcare providers such as doctor’s surgeries and hospitals to upload information regarding the billing and payment for healthcare services received by patients. The Communication & Tracking (C&T) is an interactive web portal allowing new and incremental business to onboard and support themselves for printing needs. The portal will enable customers to load data files for automatic parsing (in certain instances), business rule selection, document template selection, reporting and ancillary services configuration.

Customer Need

For new customers​, the implementation timeframe was very long (currently 60-90 days) ​ and for existing clients​ the turnaround times on basic maintenance requests​ were also taking time. There were errors because of changes and that caused downstream production issues​. The client was not able to easily modernize or re-design existing statements​ and the applications lacked DIY tools for clients to make their own simple changes​.

Solutions Provided

We developed a provider self-service portal, that supports self-service template design, template approval, template tracking through processing. It works as a customer transparency tool allowing customers to create, and self-manage print and digital communications.

Benefits / Results

  • Reduced onboarding time (80%) resulting in accelerated revenue realization – opportunity to have a market leading onboarding experience and time to production
  • Standardized on template configurations, offerings – foundational building block of the long-term strategy of communication and payment services
  • Reduced customer attrition
  • Self-service customer updates and increased operational efficiency
  • Better onboarding user experience
  • Promotion of other services
  • Low to no touch automated data mapping to client’s standard canonical

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