The challenge
Manual processes, fragmented systems and inconsistent workflows were constraining billing performance, creating operational inefficiencies and increasing the risk of revenue leakage.
A state ambulance service was managing an increasingly complex billing environment where critical processes relied heavily on manual intervention, individual processor judgement and disconnected systems. Staff were required to navigate multiple platforms with limited integration and visibility across the billing lifecycle, making it difficult to maintain efficiency and consistency. These challenges resulted in duplicated effort, processing delays, duplicate debtor records and difficulties reconciling information across systems, ultimately affecting both billing accuracy and operational performance.
Manual work allocation, paper-based activities and limited exception management processes added further complexity and operational risk. As pressure increased to improve efficiency and billing accuracy while supporting future digital transformation initiatives, the organisation recognised the need for a more streamlined and scalable operating model that could deliver greater consistency, automation and integration across the billing function.
How we helped
A workflow-led operational excellence approach identified process improvements, system enhancements and automation opportunities to support a future-state billing function.
In collaboration with the ambulance service, OCM reviewed and redesigned its end-to-end billing process, focusing on the operational constraints and inefficiencies limiting performance. Through a combination of stakeholder interviews, processor observations, workshops and detailed system walkthroughs, we developed a comprehensive understanding of the existing billing environment and the practical realities faced by staff.
This work enabled the development of a detailed ‘Golden Thread’ view of the billing process, tracing information from the initial patient record through to final invoicing. By mapping the complete workflow, we identified key pain points and system challenges, including debtor duplication, analogue-to-digital conversion issues, manual reconciliation activities and inconsistent approaches to exception handling.
Building on these insights, OCM designed a future-state workflow model that standardised key activities, removed unnecessary process steps and introduced stronger validation and control mechanisms. Automation opportunities were identified across critical areas of the billing process, with recommendations prioritised through a phased roadmap that balanced immediate operational improvements with longer-term transformation objectives. Functional designs aligned to the organisation’s Microsoft 365 environment were also developed, providing a practical pathway to leverage workflow automation and low-code technologies while minimising disruption to day-to-day operations.
Results that matter
A more consistent and efficient billing model strengthened governance, reduced operational risk and created a foundation for future automation.
The engagement delivered a clear blueprint for improving operational performance across the billing function. The future-state design established a more consistent and efficient workflow model that reduced reliance on manual effort while strengthening governance, accountability and control. Improved visibility across the billing lifecycle, together with stronger validation and exception management processes, provided a foundation for more accurate billing decisions, enhanced data quality and reduced operational risk.
The review also identified practical opportunities to improve invoice processing efficiency, minimise duplication and reduce the risk of billing errors, processing delays and revenue leakage. A phased implementation roadmap provided a clear pathway for progressively adopting workflow automation and system integration, while longer-term opportunities such as a centralised Billing Support App established a foundation for a more connected, scalable and sustainable approach to billing operations.
Our people
Jonathan Cherian
