Several weeks ago, I was on the phone with an airline trying to change a flight. The airline’s conversational AI understood what I wanted (the first time around) and offered me logical responses. I’d say it was working exactly as designed. Still, after a few minutes, I found myself pressing “0” to speak with an agent—not because the automated system frustrated or failed me, but because I just wanted to talk things through with a real person. That still happens.
I thought this anecdote was relevant because it mirrors what we often see in healthcare RCM: the need for connection, even as technology becomes more capable and omnipresent.
By now, we all know what AI brings to healthcare RCM, from mitigating staffing shortages and reducing claim denials to predicting patient payment behavior. At Meduit, we rely heavily on AI and automation. SARA, our Supervised Autonomous Revenue Associate, has worked over 4 million accounts since 2020 and now handles 75% of bad debt calls across our client base.
Machines Can’t Go It Alone
As impressive as SARA’s capabilities are, they’re not enough to carry the day. Our clients and their patients still want real connection. That became clear when we began working with a rural hospital last year. Their previous vendor didn’t provide the communication or transparency the hospital was looking for. Even beyond balance sheet results, they wanted a partner who would engage regularly and keep them informed. They wanted a connection. So that’s what we delivered, with regular calls, collaboration, and transparency. The results speak for themselves. (You can read about it later in this issue.)
At Meduit, I will always say our strength lies in our people. I’d certainly put our AI-powered solutions up against anyone’s, but it’s our team’s compassion, expertise, and commitment that make the technology go. Finding that balance between human understanding and advanced automation is the sweet spot for successful RCM.
In this issue of Cycle Up, you’ll find articles and ideas that reflect that balance. You’ll see examples of people and technology interacting to make the other more effective. As an industry, that’s where we are and, I think, where we’ll stay. Because sometimes, you just want to press “0.”
Enjoy this issue of Cycle Up. As always, thanks for reading!
Sincerely,
Jeff Nieman
CEO