Discover 5 Powerful Benefits of RPA in Healthcare

COVID-19 has changed how many organizations and their IT departments function. Yet, reduced cost and greater efficiencies are not the only reasons to add Robotic Process Automation (RPA) to the #digitaltransformation stack. During today’s global challenges, it’s become imperative to reduce burnout, and improve the tools we have to combat the effects of the COVID-19 pandemic. RPA delivers true benefits that can be realized today in hospitals, health systems, and provider organizations. What have we discovered in the last few years?

RPA Reduces Burnout and Improves Productivity

RPA automation solves productivity drains in the revenue cycle by checking for errors, completing manual tasks, addressing quality control gaps, and reducing the cost to collect. Employing RPA software “bots” to complete mind-numbing, tedious tasks, allows clinicians to work at the “top of their license” rather than wrestling with data input/copy/paste situations. According to the American Medical Association (AMA), “one of the biggest contributors to burnout is the ever-increasing administrative burden from documentation, insurance authorizations, scheduling, and other non-clinical tasks.” RPA automates and streamlines administrative tasks related to prescription refills, patient notifications, follow-up scheduling, and care coordination. In addition, RPA eliminates human errors and combs through thousands of patient records within minutes, to identify social determinants of health (SDOH), patient lists for clinical trials, and goals for specific patient populations.

RPA Simplifies the Human Resources (HR) Onboarding Process

An estimated 5 million U.S. workers have quit their jobs or changed their career focus during the Great Resignation. Onboarding new employees involves contracts, training, introductions, ordering, supplies, etc. All time-consuming processes. Yesterday’s operating model just isn’t enough to help with the onboarding process. By automating tasks in the HR department, people can streamline and digitize the process of handling document-centric tasks. This improves efficiency, reduces cycle time, and eliminates human error. Automation steps in as a ‘digital employee,’ to help with tasks that include provider credentialing, new employee emails, security and password protocols, and compensation changes. Automation completes the right keystrokes, navigates multiple disparate systems, identifies and extracts data, and performs a wide range of tasks otherwise left to an already overwhelmed administrative staff.

RPA Improves Accurate Data for Clinical Trials

A recent study of lung cancer patients in a clinical trial underlined the need for better longitudinal data in the Electronic Medical Record (EMR). In a cross-sectional study of patients 50-80 years old, with a history of smoking, it was discovered that 80% of evaluated records in both Cerner and Epic EHRs had inaccuracies, including missing packs-per-day or years-smoked (42.7%), outdated data (25.1%), missing years-quit (17.4%), and a recent change in packs-per-day resulting in inaccurate lifetime pack-years estimation (16.9%). Whether working on a data migration or compiling a patient list for clinical trials, RPA eliminates gaps or mistakes, and verifies the information without relying on a manual data entry and recheck process, where most mistakes occur.

RPA Saves 80% of Claims Processing Time

Revenue cycle teams have as many as 18 different portals to navigate in the claims management process. By applying automation, organizations can sift through information in multiple, disparate systems, without an increased burden on revenue cycle teams. Checking patient eligibility can require applying more than 250 complex business rules to data found in 30+ fields about co-pays, co-insurance, deductible amounts, etc. By automating the process, healthcare organizations save over 80% of the processing time, and gain more time to focus on communication, analytical, and empathetic work. Higher value tasks that require a human component. And there’s a fast ROI on the investment, usually over 300% within the first six months post- implementation.

RPA Improves Actionable Insights

Imagine spending eight hours of your day performing data entry tasks, or copy/paste efforts from one program to another. RPA solutions like Boston WorkStation are typically low-cost and easy to implement, requiring only small teams and optimizing the use of human resources. A typical RPA implementation process begins with an analysis phase to understand the business process, determine whether the process is a good candidate for RPA, and define the business rules for the process. Healthcare organizations can gain better, more accurate data for actionable insights into patient care. Software “bots” can collect the data, reducing the risk of data leakages, obsolete information, and/or incorrect analyses. This can drastically cut operational costs by reducing administrative workloads and increasing the availability of meaningful information. Data can be optimized for the right user, in the right system, at the right time.

RPA is the perfect “partner” for today’s Health IT landscape.

Why Boston WorkStation?

Boston WorkStation has been successfully improving healthcare processes for over 30 years. Boston WorkStation surpassed competitor rankings in the “Best in KLAS 2022” report, with a final total score of 93.8. 100% of customers interviewed gave Boston WorkStation a solid 100% rating in product value, delivering a money’s worth return on investment, and driving tangible outcomes. Boston WorkStation outperformed industry giant, UiPath, in every category. Working across a wide-range of vendors and applications, we are experts on streamlining workflows, reducing costs, and improving usability for hospitals, health systems, provider organizations, and technology partners. We offer on-site or cloud-based customized approaches to support your existing workflow challenges. Give us a call. With 95% of our projects completed in < 45 days, savings in time and money are right around the corner.

Make Healthcare Work Smarter

A recent report by the American Hospital Association, highlighted the pressures faced by hospitals and health systems. During the recent surges, hospitals saw the number of COVID-19 infected patients rise while other patient volumes fell. This drove up expenses and added significant financial pressure to already overwhelmed organizations. Most of the nation’s hospitals were operating on razor thin margins prior to the pandemic; and now, many of these hospitals are in serious dire financial straits. How can these organizations chart a path to sustainability and future health?

Automate Human Resource Functions

According to the U.S. Bureau of Labor Statistics, the last 12 months have resulted in 77 million hires and approximately 70 million separations. Human Resource (HR) departments struggle to deliver strategic value when administrative staff are bogged down executing manual, repetitive data entry tasks. According to the Society for Human Resource Management (SHRM), workloads for HR teams skyrocketed during the pandemic and are expected to increase further as employees return to the office. Automation is being used to perform many HR tasks, giving people back their time, in an environment where they need it most, healthcare. Tasks that are perfect for automating include:

  • Employee Onboarding
  • Payroll Management
  • Physician Credentialing
  • Change Management / Compliance Protocols
  • Compensation Changes
  • Exit Management Tasks

Successful healthcare companies use automation not simply as a way to address productivity needs, but as a vital partner in building a more resilient post-pandemic workforce, supporting people with the services needed to underscore agility, scalability, and cost retainment.

Automate Claims Management Processes

Automation solves productivity drains in the revenue cycle by checking for errors, completing manual tasks, addressing quality control gaps, and reducing the cost to collect. Automation sifts through information in multiple, disparate systems, without a burden on the administrative staff. Checking patient eligibility can require applying more than 250 complex business rules to data found in 30+ fields about co-pays, co-insurance, deductible amounts, etc. By automating this process, people save over 80% of the processing time, sifting through volumes of data and applying rules-based processes to claims so that staff can spend time working on higher value tasks. Revenue Cycle automation is perfectly suited for:

  • Benefit and Eligibility Checks
  • Prior Authorization Management
  • Claims Management / Denial Management
  • Vendor Contract Management / Contractual Analysis
  • Collections / Payment Processing / Write-offs / Adjustments

The average ROI on a Claims Management project is over 330%, and delivers within the first 6 months, due to the vast improvements in accuracy, efficiency, and reimbursement speed.

Automate Data Migrations

We are all too familiar with the challenges and barriers to data access in multiple disparate systems. What seems like a simple fix of manually entering demographics or legacy appointment data, literally turns into months of manual data entry and overwhelming financial and administrative burden. While HL7 is great for bringing over the data, it’s not great at organizing, optimizing, or categorizing it for optimal usability on day one. Automation is not just applicable to EHR and legacy data. Access to information in kiosks, portal technology, and telehealth systems can be improved by automating the data transfer, and having the information available in the right system, for the right person, eliminating the copy/paste/click trap.

Why Boston WorkStation?

Because of our experience and customer success scores. In the “Best in KLAS 2022” report, Boston WorkStation beat out all other vendors, scoring a perfect 100% in product value. Based on current surveys from 16 unique healthcare organizations, 100% stated it drives a money’s worth return on investment and customer satisfaction. We’ve been involved in healthcare automation for the last 30 years, so we understand the unique workflows, challenges, and barriers to success. Our automations run thousands of times in hundreds of hospitals, health systems, and partner technologies, every day. And we keep our promises and state our truths. If something cannot be done, we’ll tell you. Work smarter, not harder. Our suite of automation solutions provides a digital workforce for hospitals, health systems, and provider organizations, working 24/7 so you don’t have to.

Simplify Claims Complexities with Automation

There is a lot of buzz in the healthcare system about the benefits of Robotic Process Automation (RPA). Hospitals and healthcare organizations have a dizzying array of daily tasks to coordinate in order to get paid. The issue comes down to people, process, and technology. A lot of vendors are touting Artificial Intelligence (AI) as the perfect addition to the healthcare revenue cycle, but it’s really RPA that allows healthcare organizations to sift through required tasks without a human toll on people.

Revenue cycle departments become much more strategic when focusing on health system strengths rather than administrative burden. Costly, labor intensive, error prone tasks are exactly where this type of automation shines, transforming the business of healthcare and removing waste from the system. The benefits of automation include the ability to reduce bottlenecks, improve operating costs, and remove the administrative burden of claims management.

The Cost of Denials

90% of healthcare claim denials are avoidable, yet they happen every day on a massive scale at hospitals and healthcare organizations across the country. According to the Centers for Medicare & Medicaid Services (CMS), 20% of all claims are denied, 60% of lost or denied claims will never be resubmitted, and 18% of claims will never be collected. Many times these are the result of avoidable errors, like missing patient identifiers, coding errors, or spelling issues. According to The Healthcare Financial Management Association (HFMA), “Out of $3 trillion in total claims submitted by healthcare organizations, $262 billion (that’s billion) were denied, translating to nearly $5 million in denials, on average, per provider.” That’s a lot of revenue to lose or write off. Automation is the perfect partner for denial management.

The Impact of a Prevention Strategy

By utilizing an automated process, a virtual digital SWAT team drives efficiency and boosts bottom line revenue. Automation merges data from competing system silos, ensures there are no duplicates, gaps, or missing information, and corrects issues like incomplete data before the claim ever hits the queue. Revenue cycle automation is perfectly suited for:

  • Benefit And Eligibility Checks
  • Prior Authorization Management
  • Claims / Denials Management
  • Vendor Contract Management / Contractual Analysis
  • Collections / Payment Processing / Write-Offs / Adjustments

Turn The Train Around

The Council for Affordable Quality Healthcare (CAQH) estimates that revenue cycle automation for administrative tasks can generate $17.6 billion in annual savings. The entire workflow relies on dozens of systems, hundreds of processes, and there are as many as eighteen silos of data to access, compare and contrast, none of which are interoperable. A competing mix of stakeholders across an already overwhelmed healthcare system complicates the revenue cycle process and makes everything more difficult.

Automation solves productivity drains in the revenue cycle by checking for errors, completing manual tasks, addressing quality control gaps, and reducing the cost to collect. An automated process drives efficiency and boosts bottom line revenue. Automation merges data from competing system silos, ensures there are no duplicates, gaps, or missing information, and improves clean claims rates. Most revenue cycle optimization projects provide a significant ROI within the first year, upwards of 300%. With a scalable, flexible RPA vendor, it’s easy to begin in one area, realize the benefits, then scale to additional areas throughout the healthcare organization.

Why Boston Software Systems?

With the average category score for KLAS-rated RPA services at 91.1, Boston WorkStation surpassed competitor rankings with a final score of 93.8. Boston Software Systems’ experience has been ensuring automation projects remain on track since 1985. Working across a wide-range of vendors and applications, we are experts on streamlining workflows, reducing costs, and improving usability for hospitals, health systems, provider organizations, and technology partners. We offer on-site, or cloud-based customized approaches to support your existing workflows and claims management challenges. Give us a call. With over 95% of our healthcare automation projects being completed in under 30 days, gains in efficiencies and cost are right around the corner.

Moving Beyond Buzzwords in Healthcare

There are a lot of buzzwords in healthcare. From slick marketing copy to conferences, zoom sessions and everyday conversations, we toss around buzzwords to mean a myriad of different things, sometimes left to the interpretation (or imagination) of the reader. The healthcare landscape is a mystifying maze for purchasers and consumers disoriented by a lack of truth in advertising. What are some of the most common healthcare buzzwords being used in 2022?

Artificial Intelligence (AI)

When a machine shows intelligence properties similar to a human, it is called Artificial Intelligence (AI). AI allows machines to mimic human behavior. The term AI is being used as the “next shiny object” in healthcare, receiving a ton of venture capital dollars. The problem is that many vendors use the term, but not all are true AI vendors, which creates mistrust. Erin Brodwin did an investigative report for Axios this week on Olive, and uncovered that, like many other startups, their claims to fame have been overstated. Olive inflated the capability to drive more investments, rather than focusing on the quality of their product offering. Investors who were looking to bet on a new generation of startups, hopped onboard without researching the validity of Olive’s claims. We need to stop using the catchphrase “AI” to describe a myriad of use cases that are not incorporating the use of true Artificial Intelligence. The current healthcare model is only beginning to use AI in limited situations. So calling everything AI when it’s not, is a little like a magic hat trick, using a lot of conditional statements that don’t measure up to truths.

Machine Learning (ML)

Machine Learning (ML) is a branch of AI that focuses on allowing systems to learn and improve over time. AI and ML may seem like similar terms, but they are not the same. Machine learning is a method by which a machine attempts to achieve artificial intelligence. The system achieves this by observing data gathered from past experiences and finding common patterns. In 1959, Arthur Samuel, one of the pioneers of machine learning, defined machine learning as a “field of study that gives computers the ability to learn without being explicitly programmed.” Machine learning intends for systems to make precise decisions using collected data without intervention or programming from humans. There is nothing new in “machine learning” or “deep learning” that has not been done for at least 30 years, the term is just being tossed around more frequently today as a subset of AI, especially in healthcare.


Interoperability is the ability for healthcare systems and devices to seamlessly exchange information. It has been used for years to describe the information shared from Electronic Medical Records (EMR). People use the words integration and interoperability interchangeably, but there’s actually a pretty big difference between the two. An interface is like a bridge that lets two programs share information with each other. An interface doesn’t allow you to sync data between systems in real-time. In order for two systems to be considered truly interoperable, they need to be able to exchange data and present it in a useful (and consumable) way. Achieving true healthcare interoperability across the care continuum is a top priority for industry stakeholders, yet the capacity to exchange health data is not enough to deliver on the promise of interoperability. Despite technological advancements in healthcare documentation, health data remains largely disparate today.


Care that is patient-centered, considers patient preferences, traditions, cultures, and lifestyles is patient-centric. It places the patient in the center of every healthcare situation, as an integral member of the care team. The National Academy of Medicine (NAM), defines patient-centered as: “Providing care that is respectful of and responsive to individual patient preferences, needs, values, and cultures, ensuring that patient values guide all clinical decisions.” Patient-centricity has been thrown around to discuss everything from medication adherence to compliance, regulatory, and communication preferences. Patient-centricity is not about buzzwords and marketing statements, it is a fluid concept, as there is no one-size-fits-all in patient-centricity. It is a phrase that will continue to expand as our systems and services, apps and wearables continue to evolve, making it easier to communicate with patients at every step of their healthcare journey.

Build a Culture of Transparency

Buzzwords may be fun, and easy to use interchangeably, but integrity is the best calling card for vendors, providers, and patients. Transparency with internal and external stakeholders is essential for quality, accountability, informed decision-making, and customer retention. At Boston Software Systems, 100% of clients interviewed stated that we “keep our promises.” Our support and loyalty scores are consistently high because the product “works as promoted” and delivers “a money’s worth return on investment.” Read more in the Best in KLAS 2022 industry report. Then, let’s “take this offline (a popular 2020 buzzword).” We look forward to sharing our successes with you.

Keep Your Focus on the Customer

The value of Robotic Process Automation (RPA) in healthcare is in helping people get more done with less. Hospitals and provider organizations are using RPA ‘bots’ to access files, organize and complete forms, submit claims and reports, and eliminate the administrative burden of manual data entry tasks. But, after the ink is dry on the contract, customer support becomes a key differentiator in the ongoing use and sustainability of systems and services.

Customer Experience is a Team Sport

At Boston Software Systems, we do things differently. We don’t see support calls as one-way, transactional relationships, but rather situations in which we become extended members of the customer’s team. Being proactive means engaging with the customer to find a solution, then advocating for the customer until the issue is resolved. Our customer experience scores are the highest because our support team invites questions instead of evading them. That’s why we outranked UiPath in the “Best in KLAS 2022” scores. Our customers say it best, “I have never encountered another vendor that is better than Boston Software Systems in terms of their professionalism and customer service. When we work with the vendor’s support people, they fix our problem 100%. If I get stuck on a script, I can call Boston Software Systems, and they help me write what I need and/or show me how to use the tool.”

Solidify Customer Loyalty

There are few things that impact a brand’s reputation more than the way they respond to customers. Did you know that it costs five times more to acquire a new customer than it does to retain a current one? According to a 2020 study conducted by Shep Hyken’s CX consulting firm, “96% of customers are willing to leave a business if they receive bad service.” In healthcare, vendors too often pay more attention to prospective customers than they do to existing ones because that’s where the opportunity is.
Encouraging a customer to be vocal and express concerns provides you with an opportunity to solidify customer loyalty.

Shawn Yeaton, Director of Technical Support and Systems at Boston Software Systems states, “I ask each customer to reach out before they’re aggravated.” When customers run into issues, they need help quickly, not merely a tactical band-aid. We receive feedback from every customer call, and we take every touch-point as an opportunity to improve.

Listen Actively

Listening to customers effectively takes a variety of skills. Active listening in customer support means being totally focused on the words that the customer is saying, understanding what those words mean, and responding in a way that validates the issue and brings resolution to the situation. Actively show that you’re listening to what your customer is saying, by never interrupting, demonstrating concern, and asking questions. Our support team partners with you to help you better understand where and how to apply RPA, in order to maximize the potential of automation.

Respond Effectively

The adage about teaching a man to fish applies here. The time that you spend educating your customers will pay off tenfold. In healthcare it’s even more important that systems and services work effectively for the right user at the right time. Customer experience is the number one vendor differentiator. Every encounter is another opportunity to raise your customer experience scores.

Our customers stated, “The vendor absolutely does what they say they will do. Unlike a lot of other vendors that are entering this space, Boston Software Systems actually knows healthcare. They interact with us.” At Boston Software Systems, we respond quickly, listen actively, and strongly encourage our customers to call back if they have issues. Because we understand the role that exceptional support plays in usability and sustainability.

We are a different RPA vendor. We do not have long queues, chatbots, or 24-hour waits for urgent responses. We have people who are passionate and purposeful and want to help. The customer experience means everything to us. We’d love to share our successes with you.

Lessons from HIMSS22

This week in Orlando was a time to reconnect and gather with friends to “Reimagine Health” at HIMSS22. According to a HIMSS spokesperson, the total estimated attendance for HIMSS22 is roughly 28,000, including both onsite and virtual registration. The main value of the conference this week was in gathering together, meeting friends in person, and sharing hugs after over two years of isolation as a result of COVID-19. HIMSS CEO Hal Wolf highlighted the urgency of health equity. Former Disney executive Ben Sherwood celebrated the power of storytelling. AWS’ Dr. Taha Kass-Hout and GE Healthcare’s Vignesh Shetty discussed the need to break down information silos, in order to move the industry forward. From addressing clinical burnout to understanding value-based care, this week’s conference asked attendees to reimagine healthcare. We were not onsite, but attended virtually. Here’s a few of our takeaways from the digital conference taking place in Orlando:

Technology Should Support People

Much was discussed this week about the need for peaceful coexistence between vendors, all working toward a common goal of supporting clinicians and patients. How do we reduce burnout, improve health equity, and increase the availability of data to support population health goals? We need to remove the burden of desktop medicine, allow physicians and clinicians to operate at the top of their license, and not just in front of computer screens. Taking care of patients should be the number one priority, not inputting information into disparate systems that are incapable of connecting data points. What that means may not be an entirely new platform, but we need to recognize the importance of including patient generated health data (PGHD), wearables, apps, and devices so that we can create a more comprehensive health record, improving health outcomes. We need better regulatory initiatives that support patients, not EHR vendors. Healthcare and HealthIT are at an inflection point, and it will take the desire to work together across vendor lines to change the current challenges and improve healthcare.


Another topic of much discussion this week was interoperability in healthcare. Yes, we’re still talking about it. No, we’re not there. In fact, we haven’t made huge strides over the last 20 years. Steven Lane, MD, Clinical Informatics Director for Privacy, Information Security and Interoperability at California-based Sutter Health, moderated a discussion revolving around interoperability issues beyond standards and technology. The panel discussed the need for patients and clinicians to be involved in how products are being designed and developed, so that greater usability and benefit can be realized. Dr. Lane noted the role of competition in limiting interoperability, whether it’s competition between Health IT vendors or between provider organizations. There continues to be a sense of creating walled gardens, not enhanced data sharing between systems and provider organizations. There’s an increased desire from patients to contribute to their health records. Healthcare delivery takes place outside the four walls of a provider office, yet how we aggregate and include PGHD into the health record needs to address the barriers and challenges to workflow, physician time constraints, and general communication issues. Sending one blood pressure reading per day via your iPhone to the patient portal creates even more work for clinicians. There has to be a way to include these data points without being overly intrusive to clinical workflows and time constraints.

Retail, Patients, Apps, and Devices

Kyu Rhee, MD, MPP, SVP and Aetna Chief Medical Officer, CVS Health, explored how the healthcare industry should think differently about patients, transforming them into empowered healthcare consumers. Dr. Rhee shared how CVS Health is addressing this shift through its strong retail DNA, digital offerings, and clinical solutions so that every patient and family has access to healthcare services with a focus on health equity. The overall theme during the online sessions was, “keep it simple.” Don’t try to boil the ocean. When you’re building something new, think about scalability, the end-user experience, and the outcomes you’d like to achieve. As Paul Amadeus Lane, Founding Member of the Tech Access Group at the United Spinal Association stated, “do the right thing.” With connectivity, access, patients, and solutions. There is no one-size-fits-all in healthcare. It’s a team sport. Design well, disrupt when needed, and continue moving forward. That’s what we think of in this year’s theme, “Reimagining Health.” How do we humanize the experience, at every opportunity?

How Do We Help?

Boston Software Systems has been the global leader of healthcare-specific RPA solutions for 30 years. We’ve made it easier to migrate data from disparate EHR silos, portals, and kiosks, and send the information to the right system, for the right user, at the right time. We’ve powered the revenue cycle claims management process, eliminating weeks of waiting for reimbursements, and allowed providers to continue ‘business as usual’ despite the limitations of a global pandemic. Our 2022 KLAS score was at 93.8% out of 100 in customer satisfaction. We’d love to help you reimagine health, by sharing our successes with you. Let’s chat for 30 minutes, continuing the discussions that began at HIMSS22. We look forward to helping you reduce tasks, improve manual processes, and increase bottom line revenue in the coming year.

HIMSS 22: Reimagine Health

The theme of HIMSS22 this year in Orlando is, “Reimagine Health,” and we cannot think of a more appropriate theme for gathering together after two plus years of being apart. It’s a time to ‘reimagine’ health, healthcare delivery, health equity, and our need to strengthen global preparedness and response to COVID-19 and future epidemics. As was noted this week at #ViVE2022 in Miami, it is a perfect time to take stock of where we are and what we’ve learned, to build back stronger organizational foundations. The key will be finding ways in which people, technology, and best practice guidelines can support clinicians, patients, and healthcare innovation.

Some of the Featured Speakers and Keynotes at a Glance

This year’s HIMSS22 Opening Keynote, Daring Greatly: Leading and Succeeding in the Age of Disruption, will feature Ben Sherwood, former co-chair of Disney Media Networks and President of Disney | ABC Television Group.

Angela Duckworth, Founder and CEO of Character Lab, and a pioneering researcher on grit, perseverance, and the science of success, will deliver the closing keynote.

Secretary of the Department of Health and Human Services, Xavier Becerra, will discuss President Biden’s vision to build a healthy America, and ensure that all Americans have health security and access to healthcare.

Accelerate Health Sessions on Tuesday March 15th, will include sessions on emerging care models, startup and enterprise partnerships, the expanding role of influencers in healthcare marketing, and the future of healthcare IT through the venture capital and investment lens.

HIMSS Interoperability Education Sessions will include sessions on expanding the global health IT ecosystem, the use of FHIR® to accelerate innovation, women leading health IT interoperability, and additional sessions on medication management and scaling interoperability in a time of crisis.

John Mackey, co-founder and CEO of Whole Foods Market, will touch on topics such as leadership, conscious capitalism, the challenges COVID-19 has presented to businesses and the innovation that has come out of those challenges, during his keynote as part of the Executive Summit.

As leaders of elite military teams, former fighter pilot Jim “Murph” Murphy and his wingwoman, Jen “Steel” Johnson, will deliver a keynote titled, “Top Gun and Healthcare,” on Friday, sharing inspirational stories of how they created a culture of discipline and trust to execute flawlessly in the unforgiving, rapidly changing world of military aviation.

Michael Phelps, widely regarded as one of the greatest athletes of all time, will close out the HIMSS22 keynote sessions by exploring the importance of advancing mental health initiatives to transform health and well-being.

Don’t Forget to Pack These Essentials

Make sure to take several masks, for the plane as well as for crowded venues. And, don’t forget to take an extra phone or battery charger, as you’ll be surprised at how easy it is to lose or misplace your one and only. Shoes are probably the most important aspect of packing. Comfortable shoes make the entire difference when you’re walking the convention floors every day (and parties at night). It’s always a good idea to pack a travel size bottle of acetaminophen, just in case you need it, as it’s impossible to order via room service. And to help you find conversations on your favorite topics during HIMSS22, as well as join the right conversation at the right time, be sure to use the hashtags as referenced in the HIMSS Hashtag Guide.

On-Site Health and Safety Measures

HIMSS22 will proceed with a COVID-19 vaccination required approach for all attendees, exhibitors, speakers, and HIMSS staff. In accordance with current prevailing public health guidance all attendees, exhibitors, speakers, and HIMSS staff will be required to wear masks during HIMSS22 while on the HIMSS22 campus (this could change), and increased cleaning protocols will be implemented for high-touch areas and/or demonstration products.

The following protocols will be in place for your safety during HIMSS22:

  • All primary venues utilize hospital-grade air ventilation systems.
  • All primary venues utilize approved cleaners in all high-touch areas.
  • Socially distanced seating options will be provided in all venues, including at all education sessions and networking events.
  • Exhibit hall will include wider aisles with booths spaced farther apart.
  • PPE will be available throughout the HIMSS22 Campus.

The Digital Pass and the Full Pass grant access to all HIMSS22 Digital content presented on the platform, as well as video recordings of several in-person keynotes. These on-demand videos will be available within 24 hours of their live presentation in Orlando and can be viewed on the HIMSS22 Digital platform until April 30, 2022.

About Boston Software Systems

Don’t limit your RPA and digital transformation discussions only to on-site vendors. We won’t be in Orlando, but we’re always eager to speak with you. We can schedule time before, during, or after the conference. At Boston Software Systems, we state our truths and keep our promises. And we deliver fast with implementations in weeks, and no on-site disruption, just customer success.

KLAS gave Boston Software Systems solid A’s in company culture, loyalty, operations, and value, in the “Best in KLAS 2022” report. Our suite of automation solutions provides a digital workforce for EHR/EMR data migrations, revenue cycle management, and organizational efficiency.

Powering Digital Transformation in the Revenue Cycle

Automation technologies in healthcare are changing the way people work, by powering completion of mundane, tedious tasks, allowing humans to focus on higher-priority items that require empathy, conversation, and communication. It’s not Artificial Intelligence (AI), but rather automation technologies like Robotic Process Automation (RPA), and Intelligent Automation (IA), that accelerate cash flow and positively impact net revenue for hospitals and health systems. Between $0.25 – $0.33 cents of every dollar you spend on medical care goes to pay for back office costs, like those in the healthcare revenue cycle. The pandemic kicked revenue cycle teams into “emergency preparedness mode.” How does automation continue to simplify the process and reduce administrative costs?

Claims Status Checks

A huge win for revenue cycle teams is automating the claims status process. In the past, a human staff member would need to log in to multiple payer websites, or call them, for updates to claims statuses. Because revenue cycle items can be found in multiple, disparate databases, “our staff was spending 50% of their time just making sure the payers received the claims,” said Brad Cox, Director of Patient Accounts at Northwestern Medicine. The average hospital processes tens of thousands of claims every month. Revenue cycle team members spend countless hours going out to multiple portals to see which claims require follow-up. This manual process pulls people away from higher value work. Instead of manually going through claims one by one, RPA can automate the workflow. One customer stated, “No response claims status checks revealed a 330% ROI in the first year. And that goes into perpetuity.” When a provider manually runs a claim status check, on average it takes 15-19 minutes per claim, and costs providers $7.00 – $10.00. By automating the process, there is an instant savings in time and labor.

Denial Management

Claim denials represent an operational speed bump for hospitals and health systems. Denial management costs hospitals roughly $262 billion (yes, billion), each year. By the time a claim reaches a denied status, the provider has lost at least two weeks in reimbursement. To minimize delays, hospitals and provider organizations can improve the process and #bridgethegaps that exist between system vendors, billing systems, and other data silos, areas that should work easily (but don’t), giving human workers back their time, and providing relief for some of the mind-numbing tasks in the revenue cycle. This shift allows staff to focus on higher priority items that require communication or a personal touch, improving productivity and employee satisfaction.

Before submission, automation can handle the tedious tasks of claims management including:

  • Eligibility verification
  • Prior authorizations
  • Analyzing or identifying missing information
  • Accessing other applications or 3rd-party sites for information

After submission, automation can handle additional tasks including:

  • Denial routing, resolution, and re-submission
  • Collections management
  • Payment processing
  • Crossover claims
  • Contractual allowables and analysis
  • Write-offs and adjustments

Eligibility Checks

Checking patient eligibility can require applying more than 250 complex business rules to data found in 30+ fields about co-pays, co-insurance, deductible amounts, etc. Automating the process saves over 80% of the processing time, sifting through volumes of data and applying rules-based processes to claims so that humans can spend time working on other tasks. Automation relieves the burden of data integrity by ensuring accuracy and increasing efficiency in the healthcare revenue cycle. The return on investment (ROI) can be upwards of 350% in the first six months. Here’s just a few of the savings our clients achieved:

  • Saved 180 hours per month and $20 million automating failed claims
  • Recovered $2 million per year automating ED billing
  • Saved 10 hours per day and $1.2 million per year by automating crossover claims processing
  • Saved 15 FTEs and $450,000 per year by automating claims submissions

Boston WorkStation has been reducing the “cost to collect” in hospitals, health systems, and provider organizations for over 30 years. In a world where problems are getting more complex, problem-solving skills say everything about a company. We built and retained a loyal customer base by treating our customers well, and giving them a reason to do business with us again (and again). We keep our promises, and remain true to the level of service our clients have come to expect from us. We’ve worked with all EHR vendors and applications, and provide automation services onsite or in the AWS cloud. Give us a call. We’d love to discuss our successes with you.

Boston WorkStation Ranks 2nd in Best of KLAS 2022 Awards

KLAS Research released their annual “Best in KLAS 2022” report this week on Software and Services. The Best in KLAS designation is reserved for the software and services market segments that have the broadest operational and clinical impact on healthcare organizations.

By working with thousands of healthcare executives and clinicians, KLAS gathers data on software, services, and medical equipment to deliver timely reports, trending data, and statistical overviews about the healthcare industry. The research directly represents the provider voice and acts as a catalyst for improving vendor performance. Founded in 1996, KLAS has been providing transparency to the healthcare industry for over 20 years.

Boston Software Systems ranked 2nd in the Robotic Process Automation (RPA) vendor category for the second consecutive year, coming in with an impressive overall score of 93.8.

With the average category score for KLAS-rated RPA services at 91.1, Boston WorkStation surpassed competitor rankings with a final score of 93.8 out of 100. This was three points higher than our 2021 scores. Boston WorkStation was given high scores in overall product quality and driving tangible outcomes at scale, by automating and simplifying complex, labor-intensive processes across multiple areas of the healthcare ecosystem.

Based on current surveys from 16 unique healthcare organizations, the feedback from our customers was overwhelming in terms of the following:

  • 100% of Boston WorkStation customers stated that Boston Software Systems keeps their promises.
  • 100% of Boston WorkStation customers stated that Boston Software Systems does not charge for every little thing.
  • 100% of Boston WorkStation customers stated that the product works as promoted.

Here’s a sample of the feedback received:

Vice President:

“I would absolutely recommend this product to others. It is a great alternative when we have a remedial task coming out or need something that we don’t have the staffing for. The COVID-19 pandemic was a great example of that. It hit the healthcare world like a ton of bricks. The product was extremely helpful during that time. There is a certain level of build and time that we have to give to the system, but I would absolutely recommend it or any type of automation tool to another healthcare provider. We really like the product.”


“If I place a panic call to Boston Software Systems and ask them to help me out because the world is on fire and I have got to get things figured out, they will get up with me. The people at Boston Software Systems will help me do what I need to do, and that is worth its weight in gold in this industry. With other vendors, it has taken me a month to finally get a very simple answer because they kept shoving me off to a call center. It is not like that with Boston Software Systems.”


“The vendor absolutely does what they say they will do. Unlike a lot of other vendors that are entering this space, Boston Software Systems actually knows healthcare. They can interact with us. I really like that this system works as if it were a human being sitting at a terminal. With those other systems, the information is great, but we can’t act on it. With Boston Software Systems, the system analyzes things exactly as a person would. It takes the same steps that a person would. The only difference is that the system runs 24/7/365.”


“We use the system to its fullest capabilities. We automated a process during COVID-19, and I don’t think we could have kept up with our volume without the system. We have had a lot of success. We run multiple use cases and scripts every week.”

The annual Best In KLAS awards are based exclusively on feedback gathered from client interviews and reflect excellence in customer experience, value, performance, and relationship. Thank you, KLAS Research, for taking the time to speak with our customers. Quality is an integral part of our company culture and we look forward to every opportunity to improve, year over year.

About Boston Software Systems

Boston Software Systems is the global leader in Robotic Process Automation (RPA) solutions for the healthcare industry. With over 2,800 global customers, Boston Software Systems is the only RPA company with a 30 year focus in healthcare. Our automations run thousands of times in hundreds of hospitals, health systems, and partner technologies, every day. Our suite of automation solutions provides a digital workforce for EHR/EMR data migrations, revenue cycle management, and organizational efficiency, working 24/7 so you don’t have to. Boston WorkStation has ranked 2nd in the KLAS RPA category in both 2021 and 2022.

Unlock Greater Value in the Revenue Cycle

As the U.S. continues to battle the ravages of the COVID-19 pandemic, healthcare leaders are discovering automation is more than just a technology tool. Using automation at an enterprise level can lower costs, accelerate digital modernization, and reduce the risk of cybersecurity threats. There’s nowhere this comes into focus more than in healthcare.

Automating mundane business practices doesn’t require a robot, but it does offload manual redundancies, by making sure data is entered accurately, or increasing the completion of repetitive, transactional processes.

Focus on Strengths Not Data Burden

Revenue cycle departments become much more strategic when focusing on health system strengths rather than administrative burden. Costly, labor intensive, error prone tasks are exactly where automation shines, transforming the business of healthcare and taking the waste out of the system. Automation increases efficiency by boosting productivity, reducing errors, improving efficiencies, and thereby reducing the levels of burnout, which we know is the top reason for the great resignation. Automation adds value to the process by taking the repetitive, routine tasks, applying business logic, and completing the follow-up actions, allowing staff to concentrate on items that require higher-level, human-to-human interaction.

Where to Apply RPA in the Revenue Cycle

Benefit and eligibility checks, as well as ​prior authorizations​, are perfect areas for the power of automation. Administrative costs related to dealing with prior authorizations, plus the back and forth with payers, represents as much as one third of a physician’s compensation. It’s a very labor intensive process, and one fraught with errors. Automation brings improved accuracy and speed, reduces costs, and eliminates the frustration associated with this type of tedious tasking.

Claim denial management is another area perfect for automation in the revenue cycle. The Advisory Board ​states,​ “You’re probably leaving $22 million on the table,” ​by not following best practices in four key areas: denial write-offs, bad debt, cost to collect, and contract yield. Boston WorkStation helps you achieve revenue cycle success without sacrificing cost, time, or people.

Automation Fact vs. Fiction

Myth 1: One myth that is easily dispelled is that automation will take away healthcare jobs. Nothing is farther from the truth. Human workforces will be relieved by automation and enabled to take on higher value tasks rather than manual copy/paste/input data. When deployed successfully, automation empowers people and increases the amount of time available for patient-facing opportunities.

Myth 2: Another myth is that you need Artificial Intelligence (AI), not Robotic Process Automation (RPA), for the greatest benefit. Revenue cycle automations are actually RPA-powered, not AI-powered. A few vendors would like you to think it’s a long and expensive process to onboard automation. It’s not. We’ve been doing this for 30 years, and we onboard clients quickly, receiving 5-star customer service reviews.

Myth 3: RPA is difficult to scale. Actually, not true at all. We recommend starting an RPA project in one area, realize the benefit, then roll it out to additional areas within the organization. We concentrate on customer success, and that’s why our approval ratings are so high. Boston WorkStation 20 is a flexible, scalable solution that uses intelligent automation aspects to improve RPA success.

Leverage Technology with Automation

In a CFO survey conducted by ​Black Book​, 92% of survey respondents believe the CFO of the future must do a better job leveraging technology and staff with IT skills for health providers to succeed financially. Automation is a great place to start, as it provides a measurable and fast ROI. It’s easy to implement, usually within 30 days, and the impact is tied directly to dollars-in-the-door. Automation reduces the amount of time spent on decision-making and improves the administrative workflow, speeds days in A/R, and increases revenue almost instantly. By automating revenue cycle management tasks, you can significantly streamline and advance financial processes, allowing people to focus on what’s at the heart of their jobs – advancing patient care.

Why Boston Software Systems?
90% of our projects are developed and deployed in under 30 days. One of our clients saved 180 hours per month and $20 million in failed claims re-submissions. Another recovered $2 million per year in ED billing, by automating auditing procedures, while a third saved 10 hours per day and $1.2 million per year by automating crossover claims processing. We have 30 years of well-documented success in the healthcare revenue cycle. We keep our promises and work hard to maintain customer loyalty by going that extra mile. Contact us to schedule a free assessment.