Unite Us

Payer Invoice Work Queue

The Payer Invoice Work Queue is a table that allows Payers in social care to track invoices submitted by Community Based Organizations (CBOs) for the reimbursement of services they provided (food, housing, transportation, etc). I led the technical design for this initiative, and the UX design for its enhancements to workflow efficiency.

Role

UX Designer + Engineer

Technical and UX design of Payer work queue table
UX design of work queue efficiency enhancements (bulk actions, user assignment)

Impact

Facilitated reimbursement of $152M+ to Community Based Organizations (CBOs) in North Carolina
Reduced payer invoice rejection rate from the national average of 18% to 1.5%

DEFINE

Build a table work queue that allows payers to track their invoices requests. Improve its design to increase the efficiency of managing invoices.

Previous Invoice Work Queue table design

We already supported an invoice work queue for the CBOs, so our job was to reuse and assemble the components for the Payer's needs. We also needed to improve its design to increase invoice review efficiency.

Work Queue ERD

A diagram showing the React component tree for the invoice work queue.

Above is an diagram showing the major React components of the reusable invoice work queue along with notable hooks in the Invoice Work Queue (IWQ) component. Understanding the existing components was crucial to incorporating our own Needs for the Payer work queue, and introducing new ones like Bulk Actions.

DESIGN + ENGINEERING

Improve Payer WQ efficiency with enhancements like bulk actions and invoice assignment. Improved workflows means more services provided and reimbursed, and ultimately more people getting care at a more efficient pace.

Bulk Actions

Give users the ability to respond to multiple invoices at the same time toincrease efficiency.

Users have had to go through hundreds of invoices one at a time, greatly reducing their efficiency. I designed bulk actions to the Payer Work Queue which allows users to group related invoices and respond to them at the same time.
‍
The Bulk Actions component was made to be reusable across work queues, receiving the correct actions as props depending on the user type and bucket.

Impact

Introducing bulk actions enabled users to review and respond to multiple invoices at once, rather than handling them individually. This improvement increased efficiency, boosted customer satisfaction, and led to faster reimbursements totaling $152M to date.

User Assignment

Allow users to assign invoices, to better delegate and manage when a request is being reviewed.

Users have said that it can be difficult keeping track of when an invoice is already being looked at by a colleague. I designed the ability to assign invoices to users, and give them "In Review" statuses.

Impact

This work reduced duplicate efforts by clearly indicating when an invoice was already under review, streamlining the overall invoice review process. Greater accuracy with this enhancement contributed to our invoice rejection rate of 1.5% compared to a 18% national average.

WHAT'S NEXT

These work queue designs were intended to be scalable enough for future users including New York as a part of the New York Medicaid 1115 Waiver initiative. The work queue's design is constantly being iterated on for improved efficiency.