We recently surveyed health plans to understand to what extent they are adopting automation, in what forms and to what ends.* Our results indicate that while health plans expect automation to improve processes and deliver better member experiences, they may be approaching automation too conservatively and missing opportunities for savings and efficiencies. Automation can be an effective tool for cost savings and enabling new processes, products and services when implemented as part of a strategy for revamping business and operating models. Yet our findings indicate payers are not approaching automation strategically.
Here are a few findings from our study that illustrate where payers are struggling with automation and where they get it right. As well, we share prescriptions to solve issues for short-term gain and to lay a foundation for advanced automation based on artificial intelligence (AI) and machine learning (ML) in the future.