The Challenge
At the Centre for Orthopaedics (CFO), one of Singapore's premier surgical practices, efficient handling of medical insurance claims directly impacts patient care. Previously, claims were manually processed by nurses and administrative staff without dedicated insurance expertise.
This created a significant bottleneck, leading to processing delays, frequent rejections from insurers, and valuable clinical time being diverted to administrative paperwork.
The Solution with Analyst
Analyst was integrated directly into CFO's existing Microsoft Office suite, turning hours of manual work into a streamlined, automated workflow. A key advantage was Analyst's in-house expertise, with a developer who previously worked at Zurich Insurance providing crucial insider knowledge of insurer requirements.
- •In Outlook: Analyst scans incoming referral emails and medical records, summarises key patient details, and auto-flags missing insurer-required documents.
- •In Word: Analyst generates insurance-compliant medical reports, instantly embedding accurate procedural codes (MOH, ICD-10) and insurer-specific templates, eliminating manual formatting errors.
- •In Browser: Browser automation submits pre-filled claims to insurer portals and logs claim numbers back into Word, ensuring perfect alignment between submitted claims and internal documentation.
The Results
The results were immediate and measurable, transforming a core administrative function:
| Metric (2024) | Before Analyst | After Analyst |
|---|---|---|
| Time per insurance claim | ~25 min | < 5 min |
| Claim rejection rate | ~8% | < 2% |
| Weekly admin hours per staff | ~10 hrs | 4 hrs |
| Audit compliance discrepancies | ~3 per quarter | 0 |
Metrics based on internal CFO data for insurance claims Jan-Dec 2024.
Why CFO Chose Analyst
- Insurance-Native Expertise: Built by a team familiar with insurance requirements, ensuring accurate claims submission.
- Zero-Friction Adoption: Analyst lives directly inside Word and Outlook, tools staff already use, making onboarding immediate and intuitive.
- More Patient Time, Less Paperwork: Streamlining admin work returns valuable time back to patient interaction and clinical duties.