Healthcare is not known for early adoption of technology given the complexity of regulatory compliance and the need to manage adoption impact on patients and providers. When it comes to healthcare diagnostics, this creates inbound manual processes that often result in inefficiencies, errors, and delays that can affect both patient care and business outcomes. 

At Mphasis Silverine, we are working to address these challenges by replacing mundane manual processes with AI-enabled intelligent processing of physical and digital documents. By leveraging MuleSoft’s Intelligent Document Processing (IDP) and Robotic Process Automation (RPA) tools with Salesforce Einstein-enabled workflows, we can transform and streamline processes from dozens of steps down to one or two. Here are three major manual document problems in the industry and how we address them.

1. Automating sample accessioning

The challenge

Every day, diagnostics companies receive millions of orders and samples that need to be accurately entered into the Laboratory Information Management System (LIMS). Historically, this task required a significant amount of manual data entry, leading to high labor costs, data inaccuracies, and processing backlogs. Orders often come handwritten or on confusing forms that are not consistent. 

The solution

By deploying Mulesoft Automation with RPA and IDP, Mphasis Silverine enables automatic data capture and validation from various sources such as requisition forms and barcodes. This end-to-end automation drastically reduces the manual effort involved in sample accessioning. By leveraging cutting-edge AI that can be trained on your business data, the error rates drop dramatically and your team spends more time processing samples and less time chasing down missing data. 

Business impact

• Efficiency gains: Significant reduction in manual entry hours, freeing up human resources for more critical tasks
• Data quality: Improved accuracy of data entry, reducing errors that could lead to sample mix-ups or diagnostic delays
• Customer experience: Faster processing times enhance customer satisfaction and improve the overall patient experience
• Cost savings: Automation has the potential to save millions of dollars annually by eliminating the costs associated with manual data entry

2. Streamlining missing information case triage

The challenge

In the healthcare diagnostics workflow, missing information can cause significant delays. Manual processes for triaging cases with incomplete data are time-consuming and prone to errors, which can lead to delayed test results and denied claims.

The solution

Salesforce’s automation capabilities facilitate the automated triage of cases. These technologies can extract and verify data from various documents, emails, and faxes, ensuring that all required information is accurately captured and updated in the LIMS and other relevant systems.

Business impact

• Speed: Automated eligibility verification and insurance data capture expedite case resolution times
• Accuracy: Reduced manual intervention leads to higher data accuracy, minimizing the risk of errors
• Reduced workload: Automation significantly cuts down on manual tasks, allowing staff to focus on more strategic activities
• Revenue protection: Faster and more accurate processing helps in meeting payer deadlines, reducing the chances of claim denials

3. Enhancing inbound referral processes

The challenge

Inbound referrals, often received via fax or email, need to be manually processed and entered into multiple systems. This swivel-chair activity is inefficient and increases the risk of data errors, impacting patient care and operational efficiency.

The solution

Salesforce automation streamlines the inbound referral process by automatically extracting and processing referral data. This automation ensures that patient records are promptly and accurately updated across all systems, reducing the need for manual data entry and follow-ups.

Business impact

• Time savings: Automation reduces the time spent on processing referrals, enabling quicker response times
• Error reduction: By automating data extraction and entry, the risk of human error is minimized, improving data reliability
• Improved coordination: Seamless integration across systems ensures that all relevant information is readily available, enhancing collaboration and patient care
• Operational efficiency: Streamlined processes free up resources and reduce the administrative burden on healthcare providers

Start your AI journey now

The implementation of IDP and RPA is revolutionizing the healthcare diagnostics industry. These are real, commercially available AI-enabled capabilities that can be implemented in a matter of weeks, not months, to address the critical challenges of manual data entry. These technologies are driving efficiency, accuracy, and improved patient outcomes. While others are dabbling in AI proofs of concept and trying to find business justifications for the investment, you can use these proven approaches that have a near instant ROI and get started on your AI journey. 

Learn how our healthcare experts can help your organization.