Robotic Process Automation: What Happens When Back Office and Wide-Scale Patient Engagement Automation Converge?

Digital Conversations

Robotic Process Automation (RPA) is a rapidly-maturing technology space that is focused on the high-volume, repetitive, low-end tasks that have traditionally been handled by human teams. High levels of complexity and data make healthcare an ideal target for RPA and we are seeing advances across a number of back office functions, ranging from billing, to supply chain, to claims management.

At the same time, a new class of digital assistants is maturing and scaling on the patient-facing side of the healthcare operation. Conversational AI is now used by millions of patients for things such as scheduling appointments, filling out forms, and checking in to appointments. The healthcare “front office” is experiencing its own version of RPA.

In this episode, Justin Mardjuki and Greg Kefer drill into the world of RPA technology and discuss the potential for a merging of the traditional back office process efficiencies with a digitally-enabled network of patients who are using conversational AI to interact with their healthcare providers in a structured, paperless, compliant manner. Patient engagement can increase, while back office workloads can be reduced even further. It’s promising.