In today’s dynamic healthcare environment, revenue cycle technology solutions are under increasing scrutiny. Health systems rely on these tools to provide tangible benefits such as enhanced labor efficiencies, decreased write-offs, and expedited cash flow—indispensable metrics in the industry. However, it’s vital for leaders to grasp the wider impact of AI and automation in the revenue cycle. Beyond the conventional metrics, these technologies have the power to substantially boost employee and physician engagement, ultimately driving KPI attainment. Let’s explore these critical aspects and delve into how technology can enable teams and drive organizational excellence.
1. Improvement in Employee Engagement
Imagine the frustration of watching employees navigate payer portals multiple times a day to check authorization statuses or follow up on claims. This tedious, time-consuming task drains their workday, offering little intrinsic value. However, leveraging automation to eliminate these steps can significantly boost employee morale and engagement. By freeing employees from the monotony of portal navigation, automation enhances team satisfaction and productivity, ultimately contributing to a positive team morale. As Dion, a Teleport user, puts it, “I love that it searches for the claim for you. That’s amazing. I am so in love. I didn’t have to key in anything. I can’t tell you how happy this makes me.” In times of labor shortages and retiring revenue cycle knowledge workers, maintaining employee satisfaction is invaluable to retaining talent. When your team feels fulfilled and content, they are less likely to seek opportunities elsewhere.
2. Reduction in Provider Burnout
Provider burnout, exacerbated by the COVID-19 pandemic and increased administrative burdens, has become a significant issue. A 2024 survey by Athena Health revealed that 93% of U.S. physicians regularly experience burnout, with excessive administrative work cited as a primary stressor. Automation presents a solution to alleviate physician burnout by reducing administrative tasks and allowing clinicians to focus on patient care. As Jessica Dudley, MD, chief clinical officer at Press Ganey, noted, administrative burdens hinder physicians from prioritizing patient care. By implementing AI and automation solutions, health systems can alleviate administrative burdens, reduce physician burnout, and improve overall patient care while maintaining the human touch.
3. Increase in Hitting KPIs
Leaders frequently establish team goals, including daily quotas for account management. By automating tasks such as portal navigation, prior authorization, and claim status checks, teams can accomplish more within the same timeframe, consistently exceeding key performance indicators (KPIs). This heightened productivity not only reflects positively on leadership but also enhances revenue cycle outcomes. According to an analysis by McKinsey & Company, generative AI has the potential to unlock over $1 trillion in care delivery transformation, administrative simplification, clinical productivity, and technology enablement. Additionally, a study by Deloitte revealed that organizations investing in automation often experience significant improvements in operational efficiency and cost reduction. When systems operate smoothly and achieve operational efficiency and cost reduction, KPIs are likely to follow suit. And when your teams are regularly hitting their KPIs it sets you up for success.
Health systems should anticipate that their revenue cycle technology solutions will yield tangible benefits, such as enhanced labor efficiencies, decreased write-offs, and accelerated cash flow—metrics that will always be essential. However, it’s imperative for leaders to acknowledge the broader impact and value that AI and automation can bring. This includes significant improvements in employee and physician engagement, as well as KPI attainment. Focusing solely on one aspect of the ROI puzzle would overlook the comprehensive impact of technology across the revenue cycle and its pivotal role in fostering a productive and satisfied workforce.
- 2023 Physician Sentiment Survey, commissioned by athenahealth and fielded by Harris Poll, Jan 2024, https://www.athenahealth.com/press-releases/us-physicians-surveyed-feel-burned-out-on-a-regular-basis
- Strategies for physician burnout as healthcare emerges from the pandemic, https://www.mgma.com/podcasts/strategies-for-physician-burnout-as-healthcare-emerges-from-the-pandemic
- The gathering storm in US healthcare: How leaders can respond and thrive, https://www.mckinsey.com/industries/healthcare/our-insights/gathering-storm
