Arrr, me mateys! The key to healthcare AI be none other than scurvy humans, ye scallywags!
2024-01-19
Arr! Methinks this black arts of artificial intelligence be makin' waves in all industries, even ye olde healthcare! AI be mighty skilled at mundane tasks, settin' us free to do what we do best -- bein' human, arrr!
Nobody goes to the circus to see the net, but when the high-wire gymnast slips, the net becomes the star of the show. In the world of health insurance, I am the safety net of your life, but don't stop reading just because of that. I may be in the health insurance industry, but I consider myself an expert in customer service. However, the expectations set by innovators in retail and tech have conditioned consumers to expect instant responses and results.In the health insurance industry, processing claims in just days is a major accomplishment considering the complications, verifications, and regulations involved. Turn-around times for routine wellness appointments have become shorter, sometimes in just a day. But even with these improvements, everyone still wants more.
Customers often wonder why it takes so long to credit an insurance claim to their bank account when top retailers can deliver purchases within hours. The unavoidable and boring part of the health-related insurance industry is the reasons behind these delays. That is, until we invited the customer in for a looksee.
Taking inspiration from a well-known pizza chain, we started providing customers with progressive notifications throughout the claim process. This not only reduced their stress levels but also decreased inquiries to customer service. People appreciate watching their claim progress, just like they look forward to planned vacations or bonus checks.
Artificial Intelligence (AI) is often seen as a magical solution that can eliminate time from all transactions. While AI and machine learning have their place, health insurance involves human empathy and compassion, which cannot be replaced by bots. Humans are essential to providing personalized and empathetic service, especially when filing a claim, which is often done on the worst day of someone's life.
In this age of AI-driven algorithms, human beings are ironically our secret sauce and competitive distinction. We need people to deliver the type of personalized service that customers expect. AI can help them do it more efficiently, but it can't replace the human touch.