From Day-Long Bottlenecks to 5-Minute Breakthroughs
This client’s story begins like many others in the revenue cycle: teams buried in work, queues backed up, leading to frustration and confusion. At the center of it all is technology that doesn't do what you're told it's going to do.
Imagine just another typical day in the coding department. A coder sits at their desk, staring at a lengthy queue of accounts that have been waiting for hours or even days. Each account requires careful review, updates, and verification before it can progress through the revenue cycle. The team is constantly trying to catch up, juggling multiple priorities, correcting errors, and watching claims and accounts receivable get delayed by items stuck in the system.
Eventually, the team realized they needed assistance and decided to install a third-party bot to help manage their workload. The bot was intended to speed up processing and reduce errors; however, in practice, it often slowed the team down. It couldn't complete the entire queue in a single day and sometimes introduced mistakes, leaving coders stuck in a cycle of manual corrections. The team's frustration was palpable, and the resulting delays were clearly affecting the revenue cycle.
Cut to a few months ago, when the client approached us with a simple but powerful question: could we build an automation that truly works, processes every item in the queue, and allows coders to concentrate on meaningful work? We began with Lab HIM accounts and developed an automation that did more than just replicate the old bot. It accomplished in under five minutes what had previously taken an entire day. Watching it run for the first time was a turning point for the team.
The feedback was immediate and enthusiastic. The team expressed excitement and satisfaction with the improvements made to the system and processes. There was a sense of relief and happiness at seeing progress, with all items being addressed efficiently and effectively. The team finally felt positive about the results and appreciated everything we were able to achieve.
The impact was much more than just speed. Workflows became accurate and consistent, reducing errors that had previously caused delays and denials. Claims moved more quickly, accounts receivable improved, and coders were finally able to focus on high-value work rather than constantly scrambling to keep up with the queue.
With Lab HIM accounts running smoothly, we expanded the automation to other departments, including ED, Wound Care, and Pain Management. Each department experienced similar improvements. Queues cleared faster, workflows became more predictable, and staff gained more control over their workloads. By replacing the old bot, the client eliminated unnecessary costs and acquired a tool that consistently delivers results every day.
This project illustrates the true power of effective automation. When processes are accurate, reliable, and fast, teams can focus on meaningful work, and revenue cycles operate more efficiently. What once took a full day now takes just minutes, and the transformation is felt throughout the organization.
