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Case study · Healthcare
Fixing the front-desk-to-billing hand-off at a private hospital
A private hospital in Phnom Penh. Credited to UpgradeLab.
- Client
- A private hospital in Phnom Penh
- Challenge
- Slow hand-offs between the front desk, billing and insurance teams, and receivables ageing past 90 days.
- What we did
- A two-week observational assessment across the operations departments, following the real work rather than the process diagram
- Interviews with staff, and an anonymous staff survey on communication and structure
- Findings presented to hospital leadership
- Next
- Workflow redesign
- Claude-built tools and agents inside the workflow
- An assessment of the hospital's system options
- Status
- Engagement in progress