Members of Pivot Point Consulting’s Advisory Services team recently attended Becker’s Hospital Review Health IT + Revenue Cycle Conference in Chicago. Check out our top 4 takeaways courtesy of Laura Kreofsky, VP, Advisory Services and Joe Clemons, Director, Advisory Services.
Machine Learning and Artificial Intelligence (AI)
It’s clear the future for healthcare will include the integration of AI, machine learning and voice technology. One keynote emphasized that to leverage machine learning and AI in rev cycle, first, truly understand your “Rev Cycle Pipeline”. You can’t improve without first understanding how your business does business. Then when you’re ready to implement machine learning and AI, you can do some pretty amazing things with it – for example, using it find claim problems before they’re submitted to avoid denials.
Predictive analytics can also be used to produce reports – not weekly – but by the minute for immediate adjustment as necessary to improve quality and business outcomes. The panelists and speakers encouraged folks who wanted to get into this space to, more than anything, just get started. Start small and grow your programs as the technology and methods become more sophisticated.
When it comes to using AI in the clinical setting, several experts candidly shared many clinicians are hesitant to introduce AI into their practices. AI must strike a balance between practicality in the clinical setting and leery providers – by using pilots to prove concepts. For example, a small rural hospital can use AI to control blood glucose levels and read digital images, eliminating tasks that take time away from work that requires a greater clinician expertise.
A common theme for adoption of AI technology by the organization’s administration was the need for it to be highly influenced by the drive to improve and standardize customer experience. As was discussed in many break-out sessions at the conference, customer satisfaction and adoption of new technologies will make or break how this new technology moves forward.
Patient Engagement
Consumerism has taken hold in healthcare, and self-service experiences are what consumers want! In the clinical setting, success is being found in using live chat, text messaging and convenient communication tools. Self-service also provides financial ROI, enabling on-line cost estimates and payment options to patients. These tools drove higher payments and reduced appointment no show rates. It was anecdotally recommended by numerous panelists to keep moms and heads of households in mind when planning for patient engagement changes: If you can cater to moms, you’ve found the secret sauce.
Disruptors!
Major disruptors in healthcare include: Amazon, Google, Apple, Wal-Mart, blockchain, virtual visits, and competition for talent.
System Implementations: It’s about the workflows
While the conference focus was on trends and emerging technologies, if offered plenty of back-to-basic practical advice for technology and business professionals. Sessions on EHR and other solution implementation focused on the need for robust technical and clinical readiness, and a focus on current and future state workflows. Several panelists emphasized the need for great concentration on current state assessment and documentation before starting any project. Fully assessing and understanding how business gets done today – along with candid transparency into the pain points of today – allows for teams to find solutions to the problems and simultaneously ensure no loss in functionality or business process in the new systems. Simply put, due diligence up front will pay dividends.
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