Date of Award

1981

Document Type

Thesis

Degree Name

Master of Science

First Advisor

Arlene Taich

Second Advisor

Sam Zibit

Abstract

This thesis presents a systems approach to analyzing and redesigning referral and billing processes at St. Louis State Hospital in Missouri. Recognizing the growing complexity of hospital operations, the study applies systems theory to evaluate inefficiencies in the hospital’s referral program, particularly in its interactions with external agencies and community physicians. The hospital historically relied on manual procedures and fragmented communication methods that contributed to delays, inaccuracies, and underutilization of available resources.

The study examines the referral workflow from intake to admission, identifying systemic bottlenecks and proposing structured changes to improve coordination. Emphasis is placed on streamlining communication between hospital staff, referring providers, and patients to ensure more effective use of hospital facilities. The redesign prioritizes clarity in roles and responsibilities, standardization of procedures, and the introduction of more reliable information flow mechanisms.

In addition to referral operations, the article explores the hospital’s third-party billing practices, a crucial component of financial sustainability. Analysis reveals inconsistencies in billing submissions and follow-up, leading to lost revenue opportunities. By applying a systems-oriented framework, the hospital develops strategies to improve accuracy, timeliness, and accountability in billing processes. This includes recommendations for staff training, organizational restructuring, and closer alignment with external billing entities.

The findings demonstrate the value of adopting a systems approach in hospital administration, highlighting how complex organizational challenges can be addressed by analyzing interdependent components rather than isolated tasks. The St. Louis State Hospital case serves as a model for other institutions seeking to optimize their referral and billing operations while improving overall patient care delivery.

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