Transforming Front Office Operations with Intelligent Automation
A leading, multispecialty healthcare provider based in the United Arab Emirates, operating with a global reputation for delivering patient-first care aligned with international standards. Known for its commitment to clinical excellence and hospitality-inspired services, the institution serves a wide range of patients, including residents and international medical tourists.
Business Challenge:
Our client, renowned for its excellence in patient-centric care and a preferred destination for medical tourism, was experiencing significant operational bottlenecks in its Front Office (FO) operations, a critical component of its overall Revenue Cycle Management (RCM). Despite a growing patient inflow, the front office processes remained largely manual, leading to inefficiencies that affected both operational performance and patient satisfaction. Key challenges included:- High dependency on manual insurance verification results in delays and errors during pre-authorization and eligibility checks.
- Inaccurate patient data capture, often due to manual entry at multiple touchpoints, increased the risk of claim denials and impacted downstream clinical and billing processes.
- Inefficient scheduling and check-in processes contribute to missed appointments, resource underutilization, and administrative backlogs.
- Long waiting times are negatively affecting the overall patient experience and perception of service quality.
- Repetitive administrative tasks, such as form-filling, appointment reminders, and record updating, burdened the front desk staff and diverted their attention from patient engagement
Amantra Solution:
Amantra deployed its AI-powered Intelligent Automation Platform, tailored to digitize and automate the Hospital’s front office workflows. Key components and capabilities included:Workflow Automation Engine
- Drag-and-drop workflow builder
- Real-time execution and error-handling logs
- Customizable process templates for insurance verification, appointment scheduling, etc.
Digital Agents (RPA)
- Automated form filling, system navigation, and validation
- Vision-based UI element interaction for dynamic front desk applications
Read AI:
- AI/ML-powered extraction of insurance data from scanned documents and emails
- OCR and table extraction from multilingual forms and handwritten input
Orchestrator & Dashboard
- Real-time monitoring of workflows and tasks
- Performance metrics for SLA adherence and resource optimization
Multilingual Support & Chatbots
- Real-time patient communication in native languages
- Personalized notifications and follow-ups
Key Automation Areas Implemented:
- Insurance Eligibility Verification
- Automated real-time insurance coverage validation using Amantra IDP and API integrations with insurance systems
- Digital Check-In & Appointment Scheduling
- Self-service and assisted check-in workflows with reduced paperwork and waiting times
- Patient Registration & Data Validation
- Auto-extraction and pre-filling of patient details across HIS systems
- Back-End Workflow Integration
- Seamless data exchange with RAK Hospital’s backend systems using Amantra's connection modules
Benefits Realized:
Operational Efficiency
- 70% reduction in manual intervention across front-office workflows
- Accelerated claims submissions due to accurate and real-time eligibility checks
Revenue Cycle Improvement
- Increased first-pass claim acceptance
- Optimized scheduling leading to better resource utilization
Enhanced Patient Experience
- Reduced waiting times through digital pre-check-in
- Privacy and consistency with automated, multilingual communication