What is Digital Trust in Healthcare?

Digital trust is the confidence users have in the ability of people, technology, and processes to create a secure digital world. Companies who have demonstrated that they can provide a safe, secure, and reliable data experience, have a high level of digital trust. As digital transformations multiply, they form increasingly complex risks in healthcare organizations. Secure processes must be in place to manage and maintain all these new connections. ECRI named cybersecurity attacks as the top health technology hazard to patient safety for 2022. What exactly is digital trust and how can we reduce putting patients and healthcare organizations at risk?

Digital Trust is Important

Digital Trust is an important aspect of the expanding global economy. We are becoming more reliant on the connectivity between systems, data, and technology, and in order to protect users from cyber attacks and issues that we have not encountered yet, systems and services must be secure and responsibly used. Digital trust includes data security, performance accountability, adherence to standards, transparency of decision-making algorithms, and ongoing governance for digital products and services. The challenges we encounter are the variances in personal privacy protection by culture or location, and even system and company. As we automate decision-making algorithms, trust weaknesses regarding bias, unethical use of personal data, and the lack of safeguards for identity protection must be addressed.

Compliance Testing

We are onboarding new technologies at the speed of light, in a variety of ways. Data collection, processing, and analytics are happening everywhere, while compliance testing is sporadic and on a case-by-case basis. By automating risk assessment tools, and ensuring that a standard set of protocols is carried out each and every time we integrate data from disparate sources, we ensure ethical frameworks and policies during all aspects of a product’s development, deployment, and ongoing use. As we establish transparency for automated decision-making algorithms, we must ensure there are standards for measurable performance. Like any form of trust, digital trust is based on relationships with people. If your data is distributed in the hands of the people who know the data best, with protocols in place for data protection, you don’t get massive database leaks, because the data is separate from other sources.

Size Up Your Risks

2021 shaped up to be one of the worst on record for cybersecurity issues. Coincidentally, the first half of 2022 was one of the busiest on record for M&A activity, according to Willis Towers Watson. Data is the asset that is most attacked by hackers. In M&A deals, potentially conflicting assets can create holes in the best laid cybersecurity plans. There’s a lack of visibility into new systems and applications, security, and compliance, which can cause issues. It’s important to ensure that data is accurate, verified, and secure, with the right governance protocols built into the combined solution. By automating threat modeling, we have a more efficient approach to digital trust, and one that limits manual data entry (the primary driver of threats). RPA can help with data governance, ensuring the right data for the right person is protected with the right protocols.

RPA Supports Digital Trust

Deploying RPA as a digital ally alters the role of human employees. Once repetitive tasks are reduced or eliminated, employees are able to focus on the creative, analytical, and critical thinking that robots cannot achieve. Adding RPA processes to healthcare tasks can better manage identity and authentication models, privileges, reused passwords, and credentials, adding a security layer that bolsters digital trust, without the human toll of checks and balances. Rather than deploying RPA in separate data silos to complete individual tasks, Business Process Management, also known as BPM, helps to coordinate work between robots, people, and systems, delivering enterprise-wide solutions, and reducing risk. Security, privacy, and compliance are foundational aspects of Boston WorkStation, with security protocols built into our development lifecycle.

Why Boston Software Systems?

We have been automating secure governance protocols in healthcare for over 30 years. We can implement completely on-premise, in a hybrid way or in the AWS cloud. Our project teams understand healthcare workflows and exactly how to implement an RPA project for maximum impact and a fast ROI. We cut down on the industry chatter and implement projects fast and reliably. Our customers love our experience, time-to-value, and 5-star reviews. Give us a call. With most of our projects kicked off in < 30 days, security, governance, and enhanced efficiency is right around the corner!

Top of Mind Issues Affecting Healthcare CIOs

Healthcare CIOs have spent the last several years coming up with new solutions at warp speed while also dealing with staffing shortages, cybersecurity, new work environments, and ongoing financial struggles. There’s no doubt that teams are experiencing burnout from the demands of employees, leadership, stakeholders, and the speed of digital transformation efforts. COVID-19 is far from over, so CIOs are still struggling to maintain efficiency and productivity while attempting to build resilience in preparation for future disruptions.

Gartner guides technology decisions with peer-driven insights. In a recent real-time poll, Gartner revealed the following data points from 100 CIOs:

  • 61% of CIOs are prioritizing a hybrid/flexible work infrastructure.
  • 52% of CIOs are prioritizing cybersecurity.
  • 46% of CIOs say digital transformation is a priority.
  • 57% of CIOs are implementing AI/ML tools.
  • 51% of CIOs are implementing BI tools.

What are the top-of-mind issues affecting most healthcare CIOs?

How to Recruit and Retain the Right Talent

The Great Resignation changed the labor market significantly, and finding the right candidates then convincing them to join your organization grows more challenging every day. The primary purpose of a CIO’s leadership team is to serve the overall IT functions of the organization. To find the right talent, CIOs have had to make the leap from technology leaders to business continuity drivers. The actions they take largely determine whether healthcare organizations can meet their future aspirations. The biggest challenges today include communication issues (especially with remote work), and shortfalls with tech tools. By acting strategically, CIOs can prioritize technology skill-sets and focus on hiring the best talent to support ongoing initiatives. By automating or partnering with experienced vendors, they are able to quickly ramp up in areas that are not covered in-house, or make better financial sense to white label. CIOs must focus on building trust in technology, company culture (people), and the future of work during this uncertain time.

How to Flex in Times of Flux

Successful healthcare organizations require digital dexterity. We witnessed this at the peak of the pandemic, as hospitals and provider offices were scurrying to offer telehealth options, mental health triage, and safety protocols to reduce infection rates. While in this fight or flight mode, most rushed the (long overdue) onboarding of technologies that could increase productivity while reducing burnout. These automated technologies provided the flexibility to work from home, support employee safety, and continue business as usual. Northwestern Medicine stated, “We had three days to shift people, desks, computers, and ancillary equipment to homes, kitchen tables, and remote work environments, and in many of these situations, people had never worked from home before. During this time of complete upheaval, we did not lose one day of claims submissions, due to automation.” CIOs learned how to flex in times of flux, by integrating automation projects to focus on the needs of a hybrid workforce, and better manage big data across multiple, disparate environments.

How to Balance Operational Excellence with Innovation

The need for operational excellence to work hand-in-hand with innovation has never been higher. The three operational goals to consider are: operations, finance, and people. Digital transformation efforts must include improvements that will result in greater efficiency, improved productivity, and a fast return on investments. Going through a digital transformation allows organizations to include sustainability initiatives. The two go hand-in-hand because once you make data easier to access, decision-makers, providers, patients, and stakeholders can improve outcomes across the board. CIOs realize that automation has the potential to revolutionize healthcare while addressing challenges in the supply chain, revenue cycle, materials management, interoperability barriers, and cybersecurity.

Why Boston Software Systems?

At Boston Software Systems, we have been successfully aligning technology processes with people for over 30 years. 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). Our customer experience scores are high because 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.

5 Reasons to Use RPA in the Healthcare Revenue Cycle

The impact of COVID-19 is still being felt in healthcare. Coupled with the Great Resignation, hospitals and healthcare organizations are stretched thinner than ever. The American Hospital Association (AHA) stated in a recent analysis that there will be a shortage of up to 3.2 million healthcare workers by 2026. Technologies like Robotic Process Automation (RPA) allow healthcare workers to “do more with less.” In this blog post, we will explore the top 5 benefits of adding RPA to the revenue cycle.

1. Managing Tasks with Fewer People

Workforce shortages have reached a crisis in this country. Resources are a challenge, especially with fewer team members. Governors have addressed dire healthcare shortages in over 20 states. Having the right technology in place allows your teams to work smarter. By adding automation to the revenue cycle, manual data entry tasks can be offloaded to machines. People are free to deal with tasks that require human skills like empathy and creative communication. With 100% accuracy, no additional staffing, and no days off, this “digital workforce” removes the burden from people, allowing them to work smarter, at the “top of their license,” instead of wasting time on duplicative, tedious tasking.

2. Claims Status Checks

When a provider contacts a payer to check a claim status, it takes an average of 14 minutes and costs the provider roughly $7.12. By the time a claim reaches a denied status, the provider has lost at least two weeks. Considering that the time between claims submission and payment can be as long as four weeks, these delays are costly. At Northwestern Medicine, automating claims status checks revealed a 330% ROI within the first year, and this will continue to grow into perpetuity. They were able to offset 25 full-time employees (FTEs) worth of work on an annual basis. That did not mean reducing their workforce by 25 people, that means they were able to double in size (from 1,500 to 3,000 providers), without adding one additional team member, all due to automating claims status checks.

3. Reducing Claim Denials

The complexity of revenue cycle management tasks makes it difficult for providers and healthcare organizations to identify the root causes of claim denials before submission. Unfortunately, a denied claim costs roughly $118 to rework. It’s a costly, time-consuming administrative burden that is made easier with RPA automation. RPA identifies any gaps in the claims and corrects mistakes before they even hit the submission queue. Providers gain better control over denials to prevent chronic revenue losses. The RPA “digital employee” becomes a valuable resource to the claims management team, clocking in and working like an FTE, reducing the number of denials, which makes the entire process easier for human workers.

4. Prior Authorization Management

The prior authorization process gives health insurance companies a chance to review how necessary certain medications or procedures may be in treating a patient’s condition. It is an important process, but very labor -intensive, costly, and time-consuming for insurance payers to triage the enormous number of incoming requests. Review processes typically require significant human assets to examine incoming materials and often involve multiple iterations with physicians. Delays and errors in the prior authorization process have a huge impact on both patients and providers, reducing the timeliness and quality of patient care. These delays often lead to costly appeals and grievances. RPA significantly minimizes eligibility processing time by as much as 83%.

5. Payment and Collection Activities

By automating payment processing, productivity is improved and the manual, time-consuming process of posting insurance payments is streamlined, resulting in reduced operating costs and increased time management. This includes other activities like automated invoice capture, coding, and vendor contract approvals as well. Boston WorkStation has been keeping hospitals on track with payment and collections automations since 1985. On a daily basis, Boston WorkStation queries databases, looks for transactions, and then posts them through multiple EHR modules on the proper account. By automating multiple touch points within the revenue cycle, errors are reduced or prevented, collections avoided, and payments expedited.

Why Boston Software Systems?

We’ve been automating healthcare tasks for 30+ years, adding value to the organizations we serve and empowering people to get more accomplished using less resources. Boston WorkStation receives a 100% rating in two critical areas: “working as promoted” and providing a “money’s worth return on investment.” When the path isn’t clear, you’ll want a team you can count on to lead the way. Give us 30 minutes. We’ll answer every question you have about adding automation to the revenue cycle, and have a Scope of Work (SOW) ready for you within 7 days.

What Determines Vendor Success in Healthcare?

Every salesperson in the Health IT industry can put together a good PowerPoint deck. They can talk a good talk, and many times close the deal based on ads, marketing budgets, or VC dollars. But, what factors determine a vendor’s long-term success?

Culture

We’ve all heard the phrase, “Culture eats strategy for breakfast.” This means that no matter how strong your strategic plan is, your success is always held back by members of your team if they don’t share the same culture. Company culture is one of the main ingredients of a vendor’s long-term success. The culture at your organization sets expectations for how well people work together and function as a team. Having a great company culture means living by a set of robust values and goals each day and encouraging every team member to follow the same paradigm. Company culture has a direct impact on the most important KPIs in HR departments, such as employee attraction and retention. At Boston Software Systems, most of our employees have been employed for over a decade, half of them for nearly two decades. We are a “people first” organization that embraces passion and purpose and values the voice of every employee. Our shared mission to state our truths, keep our promises, and support our customers has been the basis for our continued success over thirty plus years.

Trust

What you say may get your foot in the door, and slick marketing materials may “ink” the contract. But, stating false promises, and not being able to deliver on them, sets both the vendor and the customer up for failure. Set clear expectations and follow through on these expectations so that actions and results are transparent. Many vendors over-promise during a demo, or in marketing materials. This may look good at the moment, but it doesn’t work for the long-term. It’s the vendors who collaborate in action planning and performance improvement who create loyal customers. Those who only “say what they do,” but fail to deliver on the actions, just create a bad reputation in the industry that may never be able to be reversed. Now more than ever, companies want to do business with people they trust. No trust equals no loyalty. Because once trust is lost, whether by inaction or through a failure to deliver, it can rarely be repaired.

Support

A good product may get a customer engaged, but after-sales support is what keeps them loyal. Providing new customers with the educational resources they need through training, support, and education determines the success of every project. Make sure first-time buyers remain loyal to your brand by thinking outside the box of sales. It’s what happens after the ink is dry that ensures brand loyalty. Far too often, businesses pay more attention to prospective customers than to existing ones, and they drop the ball when it comes to support. Our customer support scores receive 5-stars, because we offer all US-based support, fast response times, and expert problem-solving skills. We send customer feedback forms out immediately after support calls, to ensure the problem was thoroughly addressed and completed. Being proactive in support helps you find the pain points in the customer journey, and address them before they become potholes, negatively affecting your customer retention scores.

Leave Nothing to Chance

Acquiring new customers is exciting, but your commitment should be in providing a great customer experience. Converting customers into loyal fans requires dedication to task, repeat business processes, and leaving nothing to chance. It’s one thing to sell a service or a product, but without the data or the people to back up the promises, deep relationships cannot be sustained. After-sales support can include onboarding advice, letting new customers know you’re there to answer their questions, setting up a dedicated support line for new customers for the first 120 days, or doing something as elementary as just reaching out to see if customers are happy. A report by Gartner found that customers who received a high-quality customer service interaction were 82% more likely to re-purchase or renew when offered the chance to switch to a competitor.

Why Boston Software Systems?

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, and hundreds of other vendors in most categories. We are experts on streamlining workflows, reducing costs, and improving usability for hospitals, health systems, provider organizations, and technology partners. We’d love to share our successes with you and add you to our growing list of loyal customers. With 95% of our projects completed in < 45 days, savings in time and money are right around the corner.

Why RPA is (Still) a Game Changer in the Post-COVID Era

COVID-19 challenged healthcare systems around the globe with massive disruption, quickly escalating the need for social distancing, virtual patient appointments, and added efficiencies. Critical areas of focus like telemedicine, lab testing, and revenue cycle management required efficient processes to be implemented at warp speed. CIOs quickly realized that more efficient capabilities were the key to not merely surviving, but thriving in a post-COVID world. In this week’s blog, we explore the growth and the benefits of Robotic Process Automation (RPA).

The Growth of RPA Over the Last Two Years

According to a study by Gartner in May 2020, the need to optimize overall costs and scarce resources during the COVID pandemic accelerated the adoption of RPA. In 2020, CIOs were merely ‘contemplating’ the addition of an RPA project to the “digital stack,” with only 5% of healthcare providers investing in the technology. After the arrival of the pandemic, greater efficiencies were realized, and as a result, over 50% planned to invest in the next three years. In 2020, the market value was $1.29 billion, which doubled in 2021, with a value of $2.65 billion, most of this fueled by the need for greater efficiencies of scale across the healthcare ecosystem. The market is poised to continue this growth at a compound annual growth rate (CAGR) of 27.7% until 2030, when the RPA market value is projected to reach $23.9 billion. What are the main drivers for this growth?

RPA Effortlessly Connects Disparate Systems

One of the main challenges of the pandemic was in getting the right information to the right person at the right time. Whether EHR data, portal information, telehealth visits, or revenue cycle billing, the need to integrate data from multiple, disparate systems was a high necessity during the pandemic. It’s estimated that the average healthcare enterprise runs hundreds of custom applications, whether hosted in the cloud, integrated via APIs, EHR, PM, CRM, etc. Each application may require input from multiple legacy systems and tools. RPA is able to “bridge the gaps” between these disparate systems without disruption to the larger healthcare system. Obtaining meaningful insights from system data was the #1 issue during the pandemic to identify patient groups, roll out the vaccine distribution program, qualify for federal dollars, and continue to serve patients over paperwork. RPA simplified this process for hospitals and health systems, making it easier to do business during the challenges of the COVID-19 pandemic. RPA streamlines data migrations tasks including:

  • Reduce Manual Processes – Save Employee Time On Data Entry
  • Increase Productivity – Staff Focus On Higher Value Activities
  • Improve Processes And Eliminate Duplications And Errors
  • Faster Processing – Our Digital Software Robots Work 24/7/365
  • Compliance And Full Audit Trail

RPA Simplifies the HR Onboarding Process

Another issue that we experienced as a result of the pandemic, was the “Great Resignation.” This hit healthcare hard, and caused undue stress in the Human Resources (HR) department. According to the U.S. Bureau of Labor Statistics, the last 12 months have resulted in 77 million hires and approximately 70 million separations. HR departments struggle to deliver strategic value when administrative staff are bogged down executing manual, repetitive data entry tasks. How does RPA help? RPA is the perfect digital ally for busy HR departments, completing tasks including:

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

Why are RPA Projects Continuing to Rise in 2022?

As the world faces a new wave, with the variant numbers continuing to rise, healthcare resilience becomes a major concern. RPA automation reduces manual interventions, thereby reducing disease transmission risks and empowering human staff to work from anywhere, rather than working alongside others who may be sick. Not only is it helping with staff shortages by “taking up the slack” of missing employees, automation provides an affordable solution to maintaining business continuity and operational excellence post-COVID-19. The most important decision is in the right vendor selection.

Why Boston WorkStation?

Two words: customer experience. Our customers love Boston WorkStation because of the flexibility of our deployment. We can deploy our services hosted in the cloud, completely on premise, or even in a hybrid way. We can assist before a data migration “go live,” or at any point during, or post-migration, giving clinicians and staff their time back to take care of patients, not juggle paperwork. And all of our teams understand healthcare workflows and exactly how to implement an RPA project for maximum impact and a fast ROI. We cut down on the industry chatter and implement projects fast and reliably. We’ve done this organically for 30 years, with no reliance on VC dollars. Our customers love our experience, time-to-value, and 5-star reviews. Give us a call. With most of our projects kicked off in < 30 days, savings and greater efficiencies are right around the corner!

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

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.

Patient-Centric

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.