Pharmacy Invoicing Automation
Lead Product Designer • Float
A billing automation system that introduced the After Visit Report (AVR) as the central unit of work, enabling automatic invoice sending and centralized nurse payment workflows for the Billing Team.
Automate routine billing and reduce manual invoice handling for the Billing Team
Design and deliver an invoicing automation system for Float that reduces manual effort for the Billing Team, automates invoice creation and sending for eligible candidate pharmacies, and centralizes billing workflows through the After Visit Report (AVR) — a new entity created on eChart submission.
Understand the full invoicing lifecycle and identify scale constraints
The discovery phase focused on understanding the full lifecycle of invoicing and nurse payment workflows used by the Billing Team. While the process was functionally sound, it relied heavily on manual review, hand-sent invoices, and informal coordination across tools, making it difficult to scale as visit volume increased.
- Invoices required ~5 minutes of manual effort for basic chart review
- Status tracking lived across Slack channels and multiple Google Sheets
- Billing actions were split between Visit records and external tools
- Limited visibility made it difficult to prioritize and identify exceptions
Validate automation priorities with operational data and Billing Team feedback
Research combined operational data with direct input from the Billing Team to validate where automation would deliver the most value. Candidate pharmacies represented the majority of visit volume, while contract variability introduced complexity that needed to be preserved in the system design.
- Candidate pharmacies accounted for ~85% of visits in late 2024
- Visit volume was projected to continue growing quarter over quarter
- Billing team feedback emphasized reducing routine work, not eliminating control
- Contract variance reinforced the need for both automated and manual paths
Introduce the AVR as the central unit of work for billing
The design introduced the After Visit Report (AVR) as the central unit of work for invoicing and nurse payment. The goal was to consolidate actions, make state explicit, and reduce context switching while supporting both automation and exception handling.
- Introduced AVR as a new core entity created on eChart submission
- Centralized invoice review, sending, and nurse payment in one record
- Designed a dashboard to surface AVRs by state and highlight exceptions
- Moved billing actions out of Visit records and deprecated manual trackers
The AVR dashboard gives Billing one queue to manage: clear states, visible priorities, and fast triage for exceptions.
In Payment Confirmed, payout values are locked, the reason for change stays visible, and the full thread preserves audit context.
Hourly payout rules are handled directly in the AVR so contract logic stays intact without sending the team to external trackers.
Exception paths support contract edge cases while preserving the default automation flow for the majority of visits.
Measurable operational improvements and a foundation for future tooling
Invoicing Automation delivered measurable operational improvements while laying the foundation for future internal tooling.
- Reduced operational friction and improved billing throughput
- Enabled faster, more consistent invoicing for eligible pharmacies
- Established durable patterns for dashboards, workflow state, and feature-flagged rollout
- Transitioned additional pharmacies to automated invoicing, with new pharmacies eligible by default
Automation enables focus on exceptions, not routine
Introducing the AVR consolidated fragmented workflows and made billing state explicit. The feature-flagged rollout gave the Billing Team control during the transition, and the patterns established — dashboards, workflow state, automated vs. manual paths — became a durable foundation for future internal tooling.