Healthcare organisation pursues RPA operational excellence to heal inefficiencies across revenue cycle, supply chain and more
Businesses the world over are adopting Robotic Process Automation (RPA) to lower costs, increase efficiency and improve operational quality. Some businesses have begun by implementing readily available off-the-shelf RPA technology, only to find coding a few bots is not sufficient to build a sustainable RPA program.
Succeeding with RPA — that is, deriving the greatest value from the RPA investment — calls for a strategic approach. In most discussions of RPA, the focus is on implementation, but RPA software can be deployed with relative ease in comparison to other technologies. Succeeding with an in-house RPA program also requires establishing a model for the program’s ongoing operation and acquiring the skills and know-how to develop and improve the RPA program over time. Businesses will want to consider the full operating ecosystem to ensure their RPA investment not only delivers immediate results but is sustainable and scalable over time.
Recently, a successful healthcare nonprofit circulated a request for proposals (RFP) to implement RPA to increase efficiencies in specific areas of their shared services organisation. The company identified a variety of processes spanning human resources, supply chain and other functions in advance of engaging with Protiviti. Many of the identified process opportunities were for revenue cycle improvement. Like other healthcare providers, the organisation targeted the revenue cycle for its high volume of transactions and plentiful opportunities to increase processing speed and reduce error rates. The RFP specified RPA software that the company had short-listed, and the company sought a partner to assist with technology selection and implementation, as well as with developing its first several bots.
While bots are core to automation, to achieve the desired results our client needed to consider foundational elements of the program as a new adopter of RPA, including RPA centralised leadership and governance across Shared Services, coordination with IT Operations, integration with the primary EMR, security and data protection that is HIPAA compliant, and other key considerations post-implementation.