Bioventus — Digital Order Capture Modernization
Bioventus, a leading orthobiologics company, relied on a paper-based device order process. Orders were recorded manually, then faxed or physically returned to head office for processing — creating delays, eligibility uncertainty, and avoidable submission errors.
The organization needed to modernize a mission-critical workflow that directly impacted reimbursement and revenue.
The Challenge
Manual, paper-based order capture
Fax-dependent submission workflows
No real-time patient eligibility validation
High rate of incomplete or incorrect first-time submissions
Friction between sales reps, physicians, and patients
The mandate was to digitize and streamline the end-to-end device ordering process while improving accuracy and reimbursement performance.
The Approach
Workflow Re-Engineering
Mapped the existing paper process and identified failure points across sales, clinical, and administrative touchpoints.
Digital Order Capture Tool
Enabled device order submission from any device
Validated patient eligibility in real time
Reduced data entry errors through structured inputs
Simplified documentation and submission flows
Multi-Stakeholder Experience Design Balanced usability for:
Sales reps in the field
Physicians completing documentation
Administrative teams processing reimbursement
Impact
6% nationwide increase in reimbursement approval rate (Equivalent to ~$1M in revenue per percentage point)
Increased number of clean, first-time submissions
Reduced processing delays and manual handling
Strengthened coordination between sales reps, physicians, and patients
This project demonstrates the ability to modernize legacy, paper-based healthcare workflows into scalable digital systems — directly improving operational efficiency, financial performance, and stakeholder relationships.