Improving Document Processing and Insurance Verification Workflow: A Workflow Efficiency Project at Bridgewell

Abstract

This project evaluated workflow efficiency in administrative document processing and insurance verification at Bridgewell. Tasks included faxing, scanning, naming, and uploading RFMS reports and Daily Notes into the eHana system, as well as verifying insurance through MassHealth. Data were collected through observation and tracked using an Excel spreadsheet. Results showed a significant improvement in efficiency, as the time required to complete document batches decreased from approximately 7.75 hours to 3.75–4 hours, representing a 45–50% reduction. The number of insurance verifications completed also increased over time. Accuracy improved, as confirmed through supervisor review. These findings demonstrate how workflow experience and organization can enhance efficiency and support better administrative processes in healthcare settings.