Patty Hayward

The workforce challenge in healthcare is not going away. Health systems and health plans can cope with it by rethinking how work can be divided between humans and artificial intelligence.

Historically, healthcare organizations have considered the contact center to be a cost center, a communications platform for conveying information to patients and plan members. Today, however, AI-enabled contact centers can be drivers of value, especially in a value-based care environment.

The idea of software creating and delivering content to patients and plan members would have been unthinkable in the recent past. Now it is becoming essential to a good customer experience for patients.

Deploying automation and other technology tools can ease the burden on overworked clinical staff and patient support worker.