GHX + Movemedical Revolutionizing Smith+Nephew’s Bill Only Process: A Game-Changing Collaboration
In an innovative collaboration aimed at tackling a significant challenge for Smith+Nephew, GHX and Movemedical joined forces to revamp the inefficient “Bill Only” process.
This case study highlights the journey of transforming a labor-intensive system into a seamless, automated solution, resulting in enhanced operational efficiency and elevated customer satisfaction.
The Problem.
The Bill Only process at Smith+Nephew caused customer frustration and excessive manual effort, hindering operational efficiency. Robin Curry, Director of Order Excellence and Automation within Smith+Nephew’s Global Customer Care organization, recognized the industry-wide struggle with this process. She was determined to find a solution to automate and streamline the process.
“I hear a lot about Bill only frustrations. Everybody knows it’s a problem, but nobody seemed to have an answer. And this is an industry thing, this is what everybody else is struggling with as well.”
— Robin Curry
The Solution.
Robin Curry’s revolutionary idea to solve the customer billing experience by implementing electronic submission of Bill Onlys became the catalyst for change. In collaboration with GHX, this idea was developed and implemented, streamlining the process, and reducing customer frustrations. Robin’s vision extended to automating the back-end processes and significantly reducing manual effort for internal teams.
Working closely with Movemedical Founder and CEO Bo Molocznik and his team, Robin’s idea was enthusiastically embraced. Movemedical and GHX worked together to provide a complete solution to the manual Bill Only frustrations. The solution involved intelligent matching of Bill Onlys and POs using the Case ID, bridging the information gap between GHX and Movemedical. Additional validation steps were introduced, ensuring accurate and efficient processing.
“When we implement our next piece, the front-end solution, we eliminate the double entry we call swivel chairing. Eliminate the swivel chair! That is ultimately what this solution does, and it provides clean data through the hospital system, which was one of their frustrations. Because everybody’s data matches, this will significantly reduce the time it takes—from the second the Sales Rep sends that order into Movemedical, to the time we send an invoice—a fraction of the time it takes right now.”
— Robin Curry
The Results.
The impact of this collaboration continues to develop and reveal results. The automated validation system eliminates the need for human intervention for many of Smith+Nephew’s Bill Only orders. Prior to this solution, 100% of bill onlys were touched – they were retrieved from email, manually matched to the order in the system and manually validated prior to invoicing. Now, a growing number of bill onlys are completely touch-less. The solution provides more validated and accurate data as well, enhancing overall operational efficiency.
The collaboration between Movemedical, GHX, and Smith+Nephew continues to revolutionize the Bill Only process, driven by Robin Curry’s vision and determination. The automated and touch-less solution has eliminated customer frustrations and excessive manual effort, providing a scalable and efficient system. To learn more about this groundbreaking solution and how it can benefit your hospital or medical device company, we invite you to continue the conversation. Request information about our upcoming webinar, where we will delve deeper into the Movemedical and GHX-coordinated solutions. Join us to discover how you can streamline your processes and elevate customer satisfaction.
“Do it. It’s not that hard. We’ve already done the hard part. We laid the groundwork, building those connections. Especially now, I see zero reason not to do it!”
— Robin Curry
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