Patient Financial Clearance
(a.k.a. EVE)
Led UX/UI design of a healthcare platform that streamlined patient financial clearance, cutting claim denials and boosting payment success.
Drove product evolution from early sketches to enterprise adoption, leveraging user feedback, AI-assisted tools, and Agentic AI (automating 85–90% of workflows).
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Started with 2 members team to 20+ members, shaped intuitive and future-ready UX, and contributed to commercial success with 5+ enterprise clients in 3 years.
The problem we wanted to solve for
US healthcare providers are losing revenue due to:
PATIENT
Delayed or missed payments after visits, leading to cash flow issues and rising bad debt.
INSURANCE
Claim denials caused by missing information or lack of pre-authorizations.
CLINIC STAFF
Excessive time spent chasing patients and insurers for payments, reducing overall efficiency.
The vision that shaped the solution
Enable pre-visit verification of patient information to improve operational efficiency and reduce revenue leakage.
Our Process for Crafting Solutions
(A Three-Year Journey of Ongoing Evolution)
Started with a small, focused team of three — the Product Manager, the Leader, and myself.
Designed the early version through sketches, ideation sessions, and open exploration.
Spent hours with the users understanding their current workflow.
Created first draft of the flow. Took feedback from users working on adjacent workflows & leaders.
At this point we found that there is lots that we did not know.
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We identified users who are currently looking into some part of the process.
Lot of questions were answered. This helped us work on the solutioning better.
Immense thoughts/ challenges poured and helped us with give better direction.
Re-built the new 'Human in loop' flow from all the knowledge gained from users & leaders.
Handled Tech-feasibility discussions, push backs and arguments.
Brainstormed and Iterated designs along with junior members.
Conducted co-design sessions.
Final walkthrough of the flow to leaders and users.
At this stage, new members had joined UX/UI team and were onboarded to this project.
Shipped the designs to the development team.
Conducted Design QA on built application.
Meetings with Dev team to get as close to design as possible.
The application was sold to first client.
Went back to designs, identified areas to tweak and modify the design.
The product was now sold to 5 clients.
We received new scenarios & new challenges.
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Found many unknowns.
We received many more scenarios and challenges. The product was not scalable to these.
Revamped the experience with advanced AI capabilities keeping HITL.
Ideas generated for better user experience
 At a glanceProvide a view that allows the associates to know about their allocated tasks. |  Jobs done by AIGive details to the user about the actions taken by the AI autonomously. |  Human interventionClearly indicate where the user needs to interaction and what is required to be done. |
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 Provision for multi-taskingAssociates may work on multiple appointments at a time. |  EVE2HITL - Human to help, when BOT is stuck. |  Action PanelProvide a space to take actions quicky. |
 Performance & VarianceView how APIs, AI and Humans are performing. Planned vs actual. |  Rules Setup & DetailsView all the rules and their details at one place. |  Manual AllocationIn case of any absences, the system allows manual allocation. |
 Performance SnapshotGain insights through peer performance comparison. |