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Got Bots? How Automated Intelligence Can Help Improve Healthcare Payer Processes

Cate McConnell
September 25, 2018

Over the past few years, consumer-driven healthcare and the rise in member choices for their health plans has driven payers to change their strategies on how they attract and retain members.

More than ever, healthcare payers are motivated to deliver personalized experiences that result in improved customer service and member satisfaction. At the same time, these payers need to find the right technology to help them lower administrative costs.

Knowing this, how do health plans provide the personalized experience members deserve and demand, without passing those costs on to members?

The Intelligent Automation Solution

Robotic process automation (RPA) and artificial intelligence (AI) hold powerful potential for helping healthcare payers improve their business processes, thereby increase member satisfaction.

When healthcare payers harness the power of RPA and AI as the foundation for intelligent automation for many of their repeatable and programmable processes, it leaves more time for their employees to engage with consumers to deliver personalized service. These consumers can include the members themselves, as well as the clinicians and providers with whom payers interact each day, to ensure proper care coordination. For example, intelligent automation tools can streamline key processes, such as prior authorizations, to help best serve an individual member's needs while cutting back on redundant and costly administrative back-and-forth.

Appian Intelligent Automation for Healthcare Payers

With Appian, health insurers can channel the speed and power of leading analyst-ranked low-code and business process management (BPM) capabilities, and further enhance these with AI machine learning and RPA to drive transformational results across the enterprise.

Appian can help payers achieve a real-time database of in-network providers, and a single source of truth for member information. With this, when members seek personalized assistance through their insurance plans, they are confident that they are getting the most up-to-date information and a care plan specific to their individual health needs.

Appian's signature low-code application development platform also allows healthcare payer IT professionals to rapidly develop enterprise-grade applications in a build once, deploy anywhere environment. This enables applications to be viewed on both mobile and desktop devices, allowing care managers to meet member expectations when and where they need to.

Join Us to Learn More

Now, Appian is teaming up with America's Health Insurance Plans (AHIP) for a webinar on how healthcare payers can improve their administrative practices using intelligent automation.

Join us on October 2 at 2:00 p.m. Eastern forGot Bots? Improving Administration with Intelligent Automation, featuring my Appian colleague, Prittam Bagani, Product Strategy Director, and me, Cate McConnell, Appian's Global Industry Leader for Healthcare Payers, as we take a look at how RPA and AI can help healthcare payers streamline their business processes and best serve their members.

To register and learn more, click here.

We'll also discuss how Appian has helped other top businesses serve their customers, and specific areas of healthcare best suited for intelligent automation, including: claims processing; provider data management; Internet of Things (IoT) in care management; fraud, waste, and abuse investigation; and more.

Looking forward to seeing you on the webinar October 2!

Cate McConnell

Global Industry Leader, Healthcare Payers