When cold and flu season intensifies, calls to healthcare contact centers surge. Patients and policyholders need help with appointments, insurance, prescriptions, billing, and more. That places added pressure on agents, whom patients rely on for accurate and empathetic service.
Strong customer service is important in every industry, of course, but in healthcare, there’s extra urgency because every interaction may involve situations with serious medical and/or financial consequences.
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Health IT & Digital Health-Opinion | Op-Eds | Guest Columns | Analysis, Insights - HIT Consultant
How to Balance AI and Human Expertise in the Middle Revenue Cycle
While artificial intelligence (AI) can automate many functions within the middle revenue cycle, there remains a need for human expertise to manage complex, nuanced decisions to ensure high accuracy and proper context. Ultimately, AI should complement – not replace – humans to drive greater efficiency without compromising quality.
In revenue cycle management (RCM), the middle cycle refers to the phase between the front end, which is patient access and care delivery, and the back end,
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AI in Primary Care: Reducing Burnout and Empowering Physicians
Primary care physicians struggle to process a novel's worth of data on each of their patients, every day, under stressful conditions. As healthcare invests billions in fast-evolving AI solutions, I’m convinced that leveraging AI to expand automation and save time in healthcare won't work unless we prioritize helping these doctors operate at the top of their license.
Every patient has a rich story. Primary care physicians are tasked with quickly finding and reviewing those personal stories in
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AI-Enabled Automation of Prescription Renewal Systems: Addressing Healthcare’s Hidden Burden
The management of prescription renewals represents one of healthcare’s most pressing yet understated challenges. This administrative burden not only strains medical practices but also creates significant barriers to patient care and medication adherence. As healthcare systems struggle to balance efficiency with quality of care, the need for innovative solutions in prescription renewal management has become increasingly urgent.
The scale of this challenge is striking. Physicians can spend up
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AI in Medical Imaging: Revolutionizing Cancer Treatment and Diagnostics
While it’s only relatively recently that AI became a household term, the technology is already having a major impact on society. But perhaps AI’s greatest impact has been in the medical field, specifically in the areas of diagnostics and devices.
Machine learning and other AI-based technologies have enabled researchers to gather data and undertake studies that are yielding an explosion of information on conditions and diseases of all kinds, as well as providing guidance on ways to prevent or
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Using AI to Drive Strategic Surgical Growth in Hospital Operations
Perioperative services at better-performing hospitals can contribute up to 68% of a hospital’s revenue, and up to 60% of a hospital’s operating margin. So, it’s not surprising that health system executives are laser-focused on increasing efficiency and utilization.
However, in the pursuit of higher profit margins, many executives are committing a fatal flaw that actually limits their opportunity to foster sustainable, significant expansion: pinning their growth goals on a hope strategy,
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Executive Insights: 4 Key Takeaways from HIMSS and ViVE 2025
The health tech industry is undergoing a fundamental transformation as AI-powered automation shifts from a futuristic vision to an immediate necessity. After attending HIMSS 2025 and ViVE 2025, two of the industry’s most important gatherings, and having the opportunity to meet with dozens of friends and colleagues across the industry, I think a clear picture is emerging. Something stood out at this year’s events — I’ll call it a vibe shift.
A year ago, every panel, booth conversation, and
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Why Data Governance Is the #1 Non-Negotiable for Healthcare AI
Smoother clinical workflows. Powerful decision support. Faster R&D. AI holds lots of promise for healthcare orgs – and the last few years have seen a surge of investment as leaders race to train and implement new models.
But healthcare AI initiatives are only as good as the data they're built on. Put differently, they rely on good data governance.
Here are two of the biggest barriers to effective governance – and how healthcare orgs can overcome them to achieve their AI
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Security Alert: How Federal Health Agencies Can Protect Health Data
As federal health agencies modernize to improve security and enhance efficiencies and insights, IT leaders cannot overlook the security of health data itself. Data security ensures the privacy, integrity, and availability of this valuable information, forming the bedrock of effective data modernization.
But health data is unique. Not only is it incredibly sensitive and personal, but data is constantly shared among various stakeholders in the federal health system, from doctors to
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When Clinicians Complain About Wi-Fi, Your FQHC Needs to Take Notice
It’s hard to imagine, but it’s true: Wi-Fi-enabled devices didn’t go mainstream until 2004, when the first devices (cellphones, personal data assistants, and TVs) hit the market.
Fast forward two decades, and can you imagine work or home life without Wi-Fi access, well, everywhere? Just like electricity, water, and natural gas, internet access has moved well beyond a nice-to-have to a necessity. We just expect it to be there and to work.
But unlike other utilities that have direct pipes
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