Robotic process automation in healthcare: A robot’s hand holds a hospital.

What is Robotic Process Automation? (And How Can Healthcare Facilities Use RPA?)

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HealthWare Systems Blog

What is Robotic Process Automation?

(And How Can Healthcare Facilities Use RPA?)

Posted on Monday, July 13, 2020

Robotic process automation (RPA) is the use of software robots, also known as “bots,” to automate repetitive, human-based processes.

Robotic process automation is a means of achieving business process automation (BPA), which is the digital transformation, streamlining, and proactive management of organizational workflows.

Benefits of Robotic Process Automation


RPA is easy to implement because software robots interact directly with other software applications and websites using the existing user interface provided. The robot will log in to the application, navigate the user interface, populate fields, respond to prompts, capture results, and perform the same operations a human user would. Through assigned business rules, software robots can adapt to special use cases and outliers to handle virtually any scenario or work process.

Software robots take on the redundant, manual tasks usually completed by human users, which:
  • Enables staff to focus on higher-level objectives and interactions with patients.
  • Helps facilities better allocate resources and repurpose FTEs.
  • Lowers operational costs; using software robots is more affordable than hiring, training, housing, and paying humans to do the same work.
  • Increases efficiency; bots work 24/7 and more quickly than humans.
  • Improves accuracy; the opportunity for human error is significantly reduced.
  • Enhances data analytics; analyzing bots’ actions over humans’ is not only more precise, but robots can also be used to automate data analysis.
  • Facilitates HIPAA compliance; all bot activity is tracked and documented.
  • Strengthens security; RPA follows all protocols/permissions for a normal user and meets the facility’s data integrity rules/conditions, plus removes risks tied to updates from external sources (e.g. vendors, business partners).
  • Requires minimal IT support and participation.

Robotic Process Automation in Healthcare


Robotic process automation in healthcare: A robot’s hand holds a hospital.

Is “RPA” in Your Site’s DNA?

Bots can be deployed fully automated in an unattended configuration or utilized interactively. An interactive version may allow some human responses while automating other redundant activities.

Here are just a few areas where you can use robotic process automation in healthcare:
  • Order transcription
  • High-volume data entry
  • Cash posting
  • Credentialing
  • Benefits verification
  • Prior authorization
  • Interactions with payer websites and clearinghouses
  • Claims and appeals
  • Progress note reporting
  • Vendor integration
  • Interoperability challenges

Is “RPA” in Your Site’s DNA?


RPA delivers a substantial return on investment and is essential to the future of healthcare organizations and the ways in which they operate.

HealthWare Systems can evaluate your workflows and user activities to identify and automate redundant actions. Contact us today to learn how we can help you apply RPA to your processes and experience the benefits at your healthcare facility.

Download our Robotic Process Automation Product Sheet.


By Stephanie Salmich

Business process automation in healthcare.

What is Business Process Automation? (And How Can Healthcare Facilities Use BPA?)

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HealthWare Systems Blog

What is Business Process Automation?

(And How Can Healthcare Facilities Use BPA?)

Posted on Tuesday, March 17, 2020

Business process automation (BPA) is the digital transformation of organizational workflows. BPA utilizes technology to automate manual, repetitive, routine tasks and to streamline processes. BPA applies business logic to respond to events, make information “actionable,” and anticipate next steps to proactively manage workflow.

Benefits of Business Process Automation

Business process automation enables organizations to assign their valuable time and employees’ skill sets to other objectives while technology takes care of the monotonous, time-consuming, and routine operations for them.

In addition to time, BPA saves organizations money. It is a cost-effective way to increase efficiency and speed up workflow. Plus, digital transformation of business procedures reduces paper usage (making processes more budget and environmentally friendly).

By limiting the opportunity for human error, BPA also improves accuracy and prevents deficiencies.

Business Process Automation in Healthcare

HealthWare SystemsFacilitator is a business process automation platform created specifically for healthcare.

Facilitator can apply BPA to the following areas that affect the healthcare revenue cycle:

Business process automation in healthcare.

Facilitator is a BPA platform built specifically for healthcare.

Pre-Arrival – prevents integrity issues that can result in technical denials or underpayments.

Prior Authorization – automates authorization requests using 278 transactions, web-crawling, fax requests, and payer portals; automatically checks status of pending authorizations; monitors status changes that affect patients’ authorized benefits.

Insurance Verification – verifies insurance in real time; identifies potential restrictions that may impact reimbursement; finds any unreported coverage by searching top regional payers.

Medical Necessity Checking – verifies medical necessity in real time; shares results with referring physician; produces ABN for patient signature; provides automated updates of LCD and NCD rules.

Financial Assistance Screening – determines the likelihood that patients will qualify for financial assistance; manages documentation requirements and selects/completes application forms based on eligibility program(s) pursued.

Appeals Management – routes denial work object to appropriate team member for resolution; generates appeal letter or form specific to payer or denial type; assembles appeals package and submits appeal; eliminates hard copies.

Release of Information – securely captures, gathers, and sends medical records; eliminates hard copies.

Electronic Medical Forms – business rules determine the correct forms needed for every patient’s specific encounter, so employees no longer need to memorize selection criteria; pre-populates forms with patient demographics.

Order/Referral Management – fast-tracks pre-registration by ensuring accurate and complete physician orders are received.

Automated Messaging – reminds patients of upcoming appointments.

And More


Is “BPA” in Your Site’s DNA? 

Business process automation is increasingly necessary for the success of today’s organizations, including those in the healthcare field. Through BPA, hospitals and health systems can streamline workflow while lowering costs, better allocating resources, and increasing accuracy.

Request a live demo to learn more about how you can transform workflow at your healthcare facility using business process automation.


By Stephanie Salmich

Physicians hold a thumbs up sign for solutions that can streamline prior authorizations.

Streamline Prior Authorizations with a Pre-Arrival Workflow Solution

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HealthWare Systems Blog

Streamline Prior Authorizations with a Pre-Arrival Workflow Solution

Posted on Monday, July 1, 2019

The results of a recent survey conducted by the American Medical Association illustrate the importance of solutions that can streamline prior authorizations.


The 2018 AMA Prior Authorization Physician Survey found the following:

  • 91% The percentage of physicians who say the prior authorization process postpones patients’ access to necessary care.
  • 28% The percentage of physicians who say the prior authorization process has resulted in a serious adverse event for their patients (e.g., “death, hospitalization, disability/permanent bodily damage, or other life-threatening event”).
  • 86% The percentage of physicians who describe prior authorization burdens as high or extremely high.
  • Almost 2 Business Days (14.9 hours) The average length of physician/staff time that is devoted to prior authorization requirements per physician per week.
  • 36% The percentage of physicians who have employees who work solely on prior authorization tasks.

Clearly, health systems face many challenges related to preauthorization.  Patient safety is compromised when care is delayed.  Patient and physician satisfaction are at risk as patients endure frustrating waits for treatment and physicians deal with administrative duties that disengage them from their medical work.

And not only can each prior authorization be costly, but excess costs are also incurred in the forms of extra clerical staff and rework when prior authorizations are denied and must be resubmitted.


According to CAQH CORE, 88 percent of prior authorizations are completed either partially or completely manually; and, the majority of preauthorization issues are related to manual processes.

A pre-arrival workflow solution can automate manual processes and streamline prior authorizations.


With a pre-arrival workflow solution that can streamline prior authorizations, you can address the issues mentioned above:
Physicians hold a thumbs up sign for solutions that can streamline prior authorizations.

A pre-arrival workflow solution can streamline prior authorizations and improve staff and physician satisfaction.


Support your physicians by utilizing solutions that make their jobs easier.  Implementing time-savers for physicians can go a long way toward reducing physician burnout, which is often related to stressful and time-consuming administrative workloads.

In addition to increasing physician and employee satisfaction, a pre-arrival workflow solution will improve your revenue cycle and patients’ access to care they need.

Hospitals can no longer afford to delay employing solutions that will streamline prior authorizations and benefit all stakeholders in their organizations.


By Stephanie Salmich

Creating a culture of patient advocacy: A healthcare employee holds a patient’s hand.

4 Ways to Build a Culture of Patient Advocacy at Your Facility

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HealthWare Systems Blog

4 Ways to Build a Culture of Patient Advocacy at Your Facility

Posted on Wednesday, February 6, 2019

How can a healthcare facility practice patient advocacy?  Of course, patient advocates offer wonderful support to patients. But providers can create a larger culture of patient advocacy at their facility as well by tackling a few key areas.

Here are 4 ways hospitals can support their patients and build a culture of patient advocacy:


1.) Address The Social Determinants of Health

Creating a culture of patient advocacy: A healthcare employee holds a patient’s hand.

Create a culture of patient advocacy with Patient-First Technology like ActiveASSIST.

The American College of Physicians states that addressing the social determinants of health “is a critical step forward in solidifying physicians’ roles as advocates for patients.”  You can supply your physicians with screening tools and training to help them identify patients’ social needs and how these may be affecting their health.

Additionally, your organization can do its part in addressing the social determinants of health in your community.  For example, you may be able to reduce patient malnutrition, ease patient transportation needs, or assist with patient housing needs.

Supporting your patients’ social needs is an incredible form of patient advocacy.  It can also lead to better health outcomes and lower healthcare costs for your facility.

2.) Offer Financial Assistance Screening

A lot of patients don’t realize that financial assistance may be available to them. Many hospitals have changed their financial assistance policies to include not only the uninsured, but the underinsured as well.

Notifying patients of which programs they could qualify for demonstrates a great deal of patient advocacy.  What really goes above and beyond, though, is facilitating the entire financial assistance process on behalf of your patients!

Technology like HealthWare SystemsActiveASSIST and Facilitator can both identify programs applicable to specific patients AND manage the financial assistance workflow.

By exhausting all other payment options first, you also ensure the provider is payer of last resort.

3.)  Alleviate Stressors Surrounding Costs and Payment

Larger-than-expected or difficult-to-decipher medical bills, as well as health insurance confusion, are major sources of frustration for patients.  They can also result in unpaid medical bills and medical debt, or cause patients to forgo some health services altogether.

Reducing patient uncertainty concerning the financial aspects of their care would help you foster a culture of patient advocacy.  Ensuring patients are financially cleared before arrival, generating estimates and identifying potential out-of-pocket costs, and setting up payment plans are all ways you can assist patients in this area.

4.) Provide Patient Education

February is National Wise Health Care Consumer Month!

What a perfect time to share educational materials and classes related to health insurance and financial assistance with your patients.  Perhaps the best way to advocate for your patients is to help them develop the skills they need to advocate for themselves!


Each of these areas provides you with excellent opportunities for patient advocacy.  Plus, there is a bonus: supporting any of these endeavors can ultimately improve your bottom line as well.

Practicing patient advocacy will help you support your patients, improve the patient experience, and offers financial benefits for all parties involved.  Developing a culture of patient advocacy can truly pay dividends.


By Stephanie Salmich