Zoho RPA Automates Insurance Eligibility for UAE Hospital

Client Overview

A prominent hospital in the UAE doing over 500 eligibility checks per day per clinic was dedicating considerable time and manpower to a routine but critical task of verifying insurance eligibility for incoming patients. With over 30 insurance providers in the region and varying portal formats, retrieving and recording policy details was both labor-intensive and error-prone, leading to inefficiencies at the patient billing counter.

Challenges

Managing patient registrations was highly resource-intensive for the hospital. Manual processes at the billing counter created inefficiencies, delays, and risk of errors while handling Emirates ID validation and insurance coverage verification for every patient.

Manual entry of Emirates ID into multiple platforms.

Dependency on over 30 insurance provider portals.

Coverage details varied across inpatient, outpatient, and procedures.

Repeated data entry increased delays at registration counters.

Unstructured insurance data made accurate interpretation difficult.

Administrative staff faced higher workload and reduced productivity.

These challenges emphasized the urgent need for a streamlined, automated approach. The solution would simplify patient registration, reduce administrative burden, and improve efficiency across insurance verification workflows.

The Solution: Zoho RPA with AI-Powered Data Extraction

To address the hospital’s registration inefficiencies, Codelattice implemented a hybrid Zoho RPA and AI solution. This automated eligibility verification, eliminated manual data entry and ensured complete accuracy in capturing structured and unstructured insurance coverage details.

Seamless EID-Driven Automation

Zoho RPA bots initiated the workflow immediately after scanning the patient’s Emirates ID.

This ensured a faster, standardized start to the eligibility verification process, removing delays caused by manual initiation.

Automated E-Claim Portal Entry

The system entered the Emirates ID into the E-Claim portal automatically.

This reduced repetitive effort for staff while ensuring accuracy in retrieving initial patient insurance data.

Instant Insurance Provider Identification

Bots retrieved insurance provider names and policy numbers in real time.

This avoided misidentification errors and streamlined the patient data collection process across multiple insurance portals.

Multi-Portal Coverage Extraction

RPA bots accessed over 30 insurance portals automatically.

They extracted key coverage details for inpatient stays, outpatient consultations, and procedures without requiring manual navigation by staff.

Google Gemini AI Integration

AI was integrated to process unstructured, paragraph-style coverage data.

It mapped coverage details into structured HIS fields with a high level of accuracy, solving a persistent interpretation challenge.

Accurate Data Mapping in HIS

Coverage data was updated in the Hospital Information System automatically.

This ensured patient records were always correct and available instantly for clinical and billing teams.

Elimination of Manual Data Entry

By removing manual inputs, administrative workload was reduced dramatically.

Staff could now focus on supporting patients instead of spending time entering repetitive data.

Consistent Processing Across All Patients

Automation delivered the same speed and accuracy for every insured patient.

This consistency improved patient satisfaction while also reducing variability in the hospital’s operational performance.

Scalable Hybrid Automation Framework

The combined RPA and AI solution was built for scalability.

It can easily accommodate more providers, coverage categories, or process changes as hospital operations expand.

The hybrid automation approach significantly improved accuracy, efficiency, and staff productivity. With patient insurance details captured instantly and error-free, the hospital was better positioned to improve service quality and scale its operations effectively.

Results

With the implementation of Zoho RPA and Google Gemini AI, the hospital experienced:

Reduced Counter Delays Significantly

90% Faster Eligibility Verification

Enhanced Patient Check-In Experience

Zero Errors in Data Entry

Major Manpower Savings Achieved

Scalable Across 30+ Portals

Conclusion

The implementation of Zoho RPA and Google Gemini AI transformed a critical hospital workflow, delivering measurable efficiency gains while ensuring accuracy and scalability. By automating insurance eligibility checks, the hospital reduced delays, eliminated manual errors, and freed staff from repetitive tasks, ultimately improving both patient experience and administrative reliability. This showcases the tangible impact of intelligent automation in healthcare operations.

As healthcare providers across the UAE face mounting pressures to optimize efficiency while maintaining compliance, this case study demonstrates the proven value of adopting scalable automation. Codelattice’s expertise in deploying RPA and AI solutions highlights our ability to deliver future-ready, trustworthy systems that empower hospitals to enhance service quality and focus on patient care.

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Automating Insurance Eligibility Checks with Zoho RPA for a Leading UAE Hospital