Can Automation Improve Health System Outcomes?

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Pranay Kapadia, co-founder and CEO of Notable

The United States spends approximately $1 trillion per year on health care administration. 95% of the growth in the health workforce since 1990 has been administrative. But adding administrative staff hasn’t helped health systems rein in growing manual labor queues, and it certainly hasn’t improved patient outcomes. So when I’m asked if automation can improve health system outcomes, thanks to my work in health technology, I know for a fact that it already is.

Research has shown the power of automation to eliminate inefficiencies and reduce waste. the CAQH index 2021 estimated that the medical industry has already saved $166 billion through automation, and further automation could save an additional 48% of the total money spent on administrative transactions. Greater efficiency leads to better financial results as well as a better patient experience.

Automation reduces humor errors

Overall, medical errors cost $20 billion per year. If we look at billing alone, approximately 80% medical bills contain an error. Human staff can easily lose their attention when performing a large number of repetitive tasks, or details can be captured incorrectly when transferring information from one administrator to another.

The key here is not just automation, but combining it with intelligence that ensures the correct data is accurately entered into the correct systems. For example, asking a patient to take a picture of their insurance card, which is then uploaded to a website and automatically processed by the AI, is inherently less error-prone than typing in a number.

This approach also improves data reliability and consistency. The presence of accurate data is essential to drive improvements. The software can easily review complaints that have been returned and compare them to complaints that have been processed, in order to develop a strategy to reduce denials. Over time, I have seen eligibility and registration denials reduced by 83% using this iterative method.

Automation increases overall productivity

The SelectUSA report, “Robots and the economyestimates that automation could increase productivity by 0.8%, increasing the output of each worker. The same report postulates that 45% of work activities could be automated. In particular, there is great potential for automating data collection and processing. Most employees dislike doing the kinds of repetitive tasks that automation excels at, and a Salesforce Survey found that 89% of employees are happier with their jobs after using automation. This gives them time for skilled work; and in healthcare, it means staff can spend more time with patients.

Done well, automation has the potential to not only empower staff to get more done, but also to be happier in their role and less likely to unsubscribe. The average cost of turnover in all health care positions is approximately $60,000and since 2015 the average hospital has rotated 89% of its workforce. Staff retention is increasingly important in today’s job market and has a significant impact on health system finances.

Being creative in reinventing the way health care is delivered could generate additional savings. With sufficiently sophisticated tools, such as automated patient outreach and self-service scheduling, fewer and fewer phone calls are needed to complete the registration process. Imagine the cost savings of completely eliminating the call center.

Automation means a better patient experience

Today, health systems are well aware that patients expect a digital experience, and are willing to shop around to find it. Patients want to be able to digitally interact with their healthcare systems, at their convenience, whenever they have the time and would prefer that their providers communicate with them proactively. While healthcare systems want to prioritize these goals, many organizations find that they have not done so. so much progress as they would like.

Currently, much of the burden of remembering care tasks falls on the patient, largely because staff lacked the bandwidth to be more proactive. Automation opens up the possibility of proactive outreach, which most health systems struggle to do due to resource constraints. When health systems reach out to patients to fill gaps in care, they can come into contact with three times as many patients as they would normally see. This improves outcomes for patients, as it helps them stay on top of their preventative screenings and encourages them to make any necessary follow-up appointments with their specialists. Patients appreciate the help in staying on top of their care needs.

Automation is the future

Not only can automation drive business outcomes for healthcare systems, but it will also be crucial to staying competitive over the next few years. The old approach of assigning more staff to problems will become increasingly outdated and inefficient as patients and staff demand a better experience and disruptors enter the healthcare market. The question is no longer whether automation can generate better outcomes – we already have an abundance of evidence – the question is which healthcare systems will adapt to the changing market. Is yours?


About Pranay Kapadia

Pranay Kapadia is co-founder and CEO of Notable. After years of hearing his family of physicians oppose the state of technology in healthcare, Pranay founded Notable to enrich every patient-provider interaction and eliminate manual burdens for staff and providers.

Pranay has focused his career on solving problems at the synapse of data, finance and user experience – defining and creating products that simplify ease of use while reducing financial paperwork in highly regulated industries. Prior to Notable, Pranay and his co-founding team worked to revolutionize the way millions of people apply for mortgages. As vice president of product management at Blend, a technology company rebuilding the mortgage and lending industry, Pranay worked with clients like Wells Fargo, US Bank and Fannie Mae to bring simplicity and transparency to services. personal banking. He also held several positions at Intuit, running Mint.com, Quicken and QuickBooks.

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