Ethics code: IR.TUMS.NIHR.REC.1403.034
Mohammad Gholamnezhad 
, Nezam Armand , Bita Nasiri , Heydar Hosseinzadeh , Mahshid Naemaei , Maryam Hosseini , Mostafa Kamalyzadeh , Jafar Jafari , Leila Ghamkhar *
, Nezam Armand , Bita Nasiri , Heydar Hosseinzadeh , Mahshid Naemaei , Maryam Hosseini , Mostafa Kamalyzadeh , Jafar Jafari , Leila Ghamkhar *
National Center for Health Insurance , lghamkhar@yahoo.com
Abstract: (149 Views)
Background: Optimal allocation of human resources and effective scheduling are among the fundamental management challenges in executive organizations. In insurance organizations, characterized by a high volume of daily tasks and interactions, time-studying work processes can improve performance and resource allocation. This study aimed to evaluate time studies of work processes in the Tehran Provincial Health Insurance Headquarters and to determine the required number of personnel.
Methods: This descriptive-analytical cross-sectional study collected data over 44 working days (from late August to late October 2024) from four technical departments of the Tehran Provincial Health Insurance Headquarters. Time measurements were obtained through direct observation, stopwatch timing, and staff interviews. For each activity, three time estimates (optimistic, most likely, and pessimistic) were determined, and their weighted mean was calculated using the PERT formula. Work units for each activity were then calculated, summed to obtain the monthly total, and finally compared with the obligatory monthly work units per employee to estimate the personnel required for each department.
Results: The Hospital Billing Department had the greatest workload among all departments. Every department was understaffed, with the shortage most pronounced in the Hospital Billing Department.
Conclusion: The Hospital Billing Department bears the heaviest workload, which may lead to job burnout and reduced productivity. Addressing this issue requires organizational restructuring, optimal human-resource allocation, and accelerated digitization of processes. Effective workload management and mitigation of burnout can improve working conditions, increase efficiency, and enhance service quality.
Methods: This descriptive-analytical cross-sectional study collected data over 44 working days (from late August to late October 2024) from four technical departments of the Tehran Provincial Health Insurance Headquarters. Time measurements were obtained through direct observation, stopwatch timing, and staff interviews. For each activity, three time estimates (optimistic, most likely, and pessimistic) were determined, and their weighted mean was calculated using the PERT formula. Work units for each activity were then calculated, summed to obtain the monthly total, and finally compared with the obligatory monthly work units per employee to estimate the personnel required for each department.
Results: The Hospital Billing Department had the greatest workload among all departments. Every department was understaffed, with the shortage most pronounced in the Hospital Billing Department.
Conclusion: The Hospital Billing Department bears the heaviest workload, which may lead to job burnout and reduced productivity. Addressing this issue requires organizational restructuring, optimal human-resource allocation, and accelerated digitization of processes. Effective workload management and mitigation of burnout can improve working conditions, increase efficiency, and enhance service quality.
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