Integrating digital solutions to optimize operational efficiency and ensure precise customer billing

It is estimated that administrative tasks, data analysis, and reporting account for up to 70% of lab workers' time, with data management posing a major challenge.¹ Data often comes from various sources, such as patient records, test results, and external databases, while the use of multiple instruments and fragmented software systems can make it difficult to get a comprehensive view of patient care and organizational performance.²

Such inefficiencies in workflows and underutilization of resources lead to rising operational costs, therefore, effective data management is crucial not only for accurate diagnostics but for smooth and efficient laboratory operations. Labs need integrated solutions that can cut costs, reduce manual work, and fit their workflows.

Data management is particularly important in laboratory billing. The billing cycle within a healthcare system can be complex, requiring ongoing interactions between a physician ordering a lab test, the lab that provides the testing services, and an insurance company or other payer who will compensate for the time and resources used by the lab. Billing codes are used throughout the process to identify the specific lab test required, and also to provide the insurance company or payer with information they need to pay the claim.³ Where multiple tests and codes are required, this process can result in complex billing situations and insurance claims.

If the data collection process is not managed effectively, it can lead to inconsistencies in data interpretation, increased workloads, and the need for labor-intensive post-billing audits, all of which can delay repayment and impact laboratory finances.³ Combined with outside market pressures, this means today’s laboratories must ensure they have a system that runs accurately and efficiently.⁴  A specialized automated solution can not only streamline processes but also enhance the overall financial performance of a lab by ensuring precise billing and a robust financial services infrastructure.⁵

The Institute for Infectious Diseases at Inselspital Bern (IFIK) is a leading center for diagnostic microbiology in Switzerland. The IFIK combines all microbiological specialties under one roof covering virology, bacteriology, mycology, parasitology, and immunological infection clarification, with about 400 clinical microbiology tests offered.^6,7

With such a broad workload, the IFIK sought to streamline its data integration processes, reduce costs, and improve operational efficiency. Their existing financial services infrastructure relied on multiple platform connections, leading to increased complexity, higher costs, and prolonged data collection times.

Wishing to improve operational efficiency, the IFIK introduced a digital solution that would reduce the need for manual data collection, enable precise customer billing, and accurate reimbursement processes. They implemented a new platform that enables end-to-end integration by connecting to multiple data sources within their current IT environment and digital applications, and allows for the addition of new digital solutions in the future. By resolving data formatting and interoperability challenges, the system supports the implementation of financial services and ensures accurate Price-Per-Reportable (PPx) billing.

The implementation of the system consisted of several steps to ensure optimum performance:

• Digital infrastructure set up
• Data mapping 
• Connectivity and automation
• End-to-end testing
• Implementation with Go live Specialists, including IT manager and Lab IT specialist

Since go-live, the IFIK has seen significant improvements in data management and operational efficiency and has been able to streamline its data flow and ensure precision in billing. The solution also significantly reduced manpower requirements and has enhanced operational efficiency, ultimately improving the financial performance of the lab:

Efficiency gains: The integration significantly reduced the complexity of IFIK’s digital infrastructure by reducing the total number of system connections by 50%. The number of required connections dropped from six to three, streamlining processes, minimizing potential points of failure, and enabling scalable operations. 

Time savings: Before the implementation of the new platform, IFIK required 86 hours to get the required system configuration to enable financial services. After implementation, these time requirements were drastically reduced by 95%. The system configuration setup took only 4 hours, resulting in a total time saving of 82 hours for IFIK staff.

Cost savings: Reducing time for system configuration in turn resulted in cost savings for IFIK, calculated considering the time required for setup by the specialist lab workers. IFIK reduced the total cost from CHF 3,949 to only CHF 210, an improvement of 95%.^*

Billing is a critical element of efficient laboratory operations. However, it can present a challenge due to the complex nature of the process, such as errors in medical coding and insurance claim intricacies, which can lead to delayed payments and impact laboratory finances. By utilizing advanced software solutions to mitigate some of these challenges and streamline workflows, laboratories can save staff time and resources, create cost savings, and ultimately optimize operational efficiency.

^* Hourly fee values for the respective average salaries from jobs.ch were used.