Managing the Insurer Interface - An Operations Management Perspective on Pre-Authorisation and Claims Workflow in Sri Lankan Private Hospitals

This paper is written for hospital managers. It sets aside the regulatory question of how insurers should be supervised, which is a separate issue, and asks what a hospital can do with its own processes to make the insurer interface faster, cheaper and less painful for patients. The argument is that this interface is an operational process like any other and should be designed and managed as one.