My work as an interpretation invoice reviewer
Talking about my work with the artificial intelligence TalkPal
What time do you usually leave your home to come to work?
I am working remotely from home. My workday starts at 7:00.
That's great. It saves so much time on commuting. So, your workday starts at 7:00 AM sharp. What's the first thing you usually do when you log in to your computer?
I work in the billing department.” “First, I check if there are any new bills to handle.
So, you immediately jump into checking the billing line for any new tasks. Do you have a specific system or list you use to keep track of these new billings?
“We use purchase invoice software to process the bills.” // “We use a purchase invoice system.”
The task is clicked to open it for processing.
That sounds like a very organized system! Using software to manage purchase invoices makes perfect sense. So, once you "click and get that bill open," what is the next step in your process?
“I open the bill and check the patient’s name and ID.”
“I verify in another system whether the interpretation has been completed.”
That's a really important step, verifying if the interpretation has happened. It sounds like you have a detailed process to ensure accuracy. After checking that, what do you do with the bill and the information?
If the interpretation is correct, I move the bill forward for approval
Ah, so if the interpretation is correct, you then move the bill to the approval stage. That makes sense! What happens after a bill is approved?
After approval, the bill goes to the payment department.
So, after a bill is approved, it moves to "bill paying." Can you tell me a little more about what happens in the bill paying stage? What is your role there?
After approval, the invoice goes to the payment department, which is handled by a different worker.
After approval, the invoice is forwarded to the payment department, which is handled by another employee.
Oh, I see! So, once the invoice is correct and approved, it goes to a different department for the actual bill payment. That's good to know. So, after you've done your part, what do you focus on next in your day?
When I can’t find the interpretation information, I have to contact different departments. “Usually I contact the department by email.” / “Usually I get in touch by email.” / “I usually use email to contact them.”
Then I am waiting for information.
That's a good follow-up. Checking emails for answers is key, especially when you're waiting for information from other departments. Do you have a specific time you usually check your emails, or do you check them throughout the day?
Yes, I have a kind of rhythm. I go through a bill first — sometimes it’s very long and takes quite a while. After I finish that, I check my email and focus on the replies. I hope I get clear information so I can move the bill forward for approval.
It sounds like you have a very structured approach, tackling one task at a time and then checking for updates. That's a great way to manage your workload effectively. Do you also take breaks during your workday?
I usually forget to take breaks. I’ve decided many times that I should take a short break every hour — about five minutes to walk around and move my arms — but I still end up forgetting.
I understand how easy it is to forget breaks when you're focused on your work, especially with a long bill. It's a common challenge! Maybe setting a small alarm on your computer or phone could help remind you to take those short, five-minute breaks. It can really help with energy levels. What kind of tasks do you find most challenging in your day?
“When I can’t find the interpretation in the system, I have to ask different departments. There are over 600 units in the hospital, so I often need to contact many of them. It can be very confusing, and sometimes I don’t get clear answers about what has or hasn’t happened with the interpretation. It’s very difficult at times.”
That sounds really challenging, dealing with so many different units and trying to get clear answers. It's completely understandable why that would be confusing and difficult at times. Do you have a specific person or team you usually contact first when you need clarification?
There are many different possibilities for who we can contact. Quite often it ends up being the wrong person, because we don’t really know who the right contact is. It could be a department secretary, a manager, or someone else. And since there are over 600 units in the hospital, it really depends on which unit ordered the interpretation.
Wow, with 600 units, it's no wonder it's hard to know who to ask! It sounds like you spend a lot of time figuring out the right contact. Is there any way to look up a directory or a list of who is responsible for which unit's interpretations?
Often I don’t know who the right person to contact is.
I understand. It's tough when you don't have a clear point of contact for each unit. This sounds like a really important part of your job, making sure you get the right information. What do you do when you finally get the information you need and the interpretation is confirmed?
After that, we can send the bill for approval, and once it’s approved, it goes to the payment department.
That's great that you have a clear path once you get the information! So, your main focus is on getting that initial confirmation. Do you have many bills like this each day, or are some days busier than others with these inquiries?
We have a lot of unclear bills, and some days are very busy with checking interpretations and contacting different departments to confirm whether the interpretation has been completed. Then we wait for clear answers, or we have to send reminders and set a deadline for when a response must be received. If there is no response by the deadline, we consider the invoice approved, invoice it internally, and move it forward.