Empowering Healthcare with Operational Excellence and Digital Transformation

Client Overview

Industry: Healthcare

Client: Medicare Plus Clinics is a rapidly growing healthcare group operating five multi-specialty clinics across Dubai and Abu Dhabi. With over 15,000 monthly patients, they offer services in general medicine, pediatrics, dermatology, dental, and radiology.

The Challenge

  • Operational Bottlenecks: Long patient wait times due to inefficient front-desk processes and outdated appointment systems.
  • Staffing Constraints: Limited admin staff delayed billing, insurance claims, and patient record updates.
  • Compliance Risks: Manual processes caused data errors, increasing DHA audit risks.
  • Patient Experience Gaps: Lack of follow-up reduced return visits and overall retention.
  • No Digital Patient Portal: Patients couldn’t book or view appointments, lab reports, or prescriptions online.

Our Approach: Exselens’ Integrated Delivery Model

Step 1. Consultation & Discovery

Our healthcare solutions team conducted in-depth consultations with:

  • Clinic Directors
  • Operations Managers
  • Medical Administration Heads

We mapped their end-to-end patient journey, identified leakages, and quantified delays using workflow audits.

Step 2. Solution Design

We proposed a comprehensive solution combining BPM, virtual staffing, and custom healthcare technology:

  • Virtual Medical Admin Team: Offshore-trained staff for billing, insurance, data entry, and scheduling.
  • Contact Center Setup: Multilingual agents to manage patient queries, appointments, and follow-ups.
  • Custom Healthcare Platform: Patient portal integrated with EMR for online booking, payments, and e-services.
  • Compliance Automation: Data validation tools for claim accuracy and DHA audit readiness.
  • Patient Engagement Campaigns: Automated SMS/email reminders and health education.

Step 3. Implementation

  • Virtual Staffing: 8 trained medical virtual assistants deployed across all clinics.
  • Contact Center: Dedicated healthcare contact center launched in Bangalore with UAE-trained agents.
  • App Development: Built “Medicare Plus Patient Connect” app for seamless digital care.
  • Automation: Portal integrated with EMR, CRM, and finance tools for data sync.
  • Compliance Framework: SOPs and digital checklists aligned with DHA standards.

The Results: Tangible, Transformative Impact

  • Operational Efficiency: Average wait time reduced by 38% — from 26 to 16 minutes.
  • Billing Accuracy: Claim rejection dropped from 12% to under 2%.
  • Patient Retention: Return visits increased by 27% due to digital engagement.
  • Cost Savings: 40% reduction in admin costs via virtual staffing.
  • Compliance Confidence: Zero non-conformities in DHA audits post-implementation.
  • Portal Adoption: 8,500+ patient signups in Q1; 62% using online bookings.

Client Testimonial

“Partnering with Exselens transformed our operations and patient experience. Their integrated solutions team handled everything from staffing to software development, allowing our doctors to focus purely on care.”— CEO, Medicare Plus Clinics

Healthcare App Concept: Medicare Plus Patient Connect

Purpose: Empower patients with seamless digital health management.

Key Features:

  • Online appointment booking and management
  • Lab report downloads and prescription history
  • Integrated video consultations for telehealth
  • Payment gateway for online billing
  • Push notifications for reminders and health tips
  • Multi-language interface: English, Arabic, Hindi, Urdu
  • Secure biometric login
  • AI-powered symptom checker for triage

Tech Stack: Flutter (cross-platform), Node.js backend, integrated with EMR via HL7/FHIR APIs

Strategic Value Delivered

  • People-First Impact: Freed onsite staff from admin overload, improving care quality.
  • Market Leadership: Established Medicare Plus as a digital-first healthcare brand.
  • Sustainable Growth: Enabled scaling without escalating operational costs.

Why Exselens for Healthcare?

  • Deep domain expertise in UAE healthcare regulations
  • Integrated solutions — staffing to software — under one roof
  • Proven track record in operational excellence and digital innovation
  • Commitment to empowering people and organizations to thrive