Artificial intelligence is one of the hottest trends in the healthcare industry (and, let’s face it, just about every other industry right now). People have touted it as the cornerstone of the Fourth Industrial Revolution, which might seem exciting to some of us––but to individuals working in repetitive, task-driven roles, this can take on more of an ominous tone. After all, the past Industrial Revolution completely reshaped the workforce and how humans approached their jobs and livelihoods. Can (and will) automation do the same thing, particularly in the healthcare industry?
In our last webinar with HFMA about optimizing the Revenue Cycle using Artificial Intelligence, several attendees asked us how artificial intelligence will impact their teams and if they should plan to downsize if they intend to introduce automation into their organizations. This is a common concern, and one that we hear time and time again at Olive. In order to help you better weather the storm and start a healthy dialogue about automation with your team, here are a few pointers to get you started.
1. Frame automation as a solution, not a threat. When discussing the potential for automation within your organization, you can take a similar approach with your fellow leadership and with your own team: rather than taking a doomsday approach, start a brainstorm about how automation can free up your team’s bandwidth, and where those individuals can be leveraged in a way that’s more meaningful to the organization as a whole (and to them!). After spending so long stuck in the status quo, this can be a challenge. Be sure to give all stakeholders plenty of context in advance of your conversation; that way, everyone can come prepared and open-minded to engage on the future of the organization.
2. Make your human team feel….well, human. It’s scary and vulnerable to think of technology invalidating your job, so approach the topic with empathy and optimism when talking with your team. Genuinely listen and respond to your team’s apprehensions in a way that makes them feel supported and appreciated. If you treat your team with respect and openness during these initial conversations, they will be less likely to see automation as a threat to their livelihoods, and more as a tool to help them do their jobs even better than before.
3. Keep them involved. No one likes having a major change dropped on them at the last minute, let alone without their input. Once you start talking with automation vendors about potential workflow solutions, keep your team closely involved––after all, they’re your in-house experts! They are closest to the problem and, if involved in the process from the beginning, they can help your workflow automations truly shine. Make sure that they have a direct line to your workflow automation vendors and that they feel a sense of ownership over the automation project.
- Artificial intelligence and automation can have an exponential impact on healthcare organizations’ operational efficiency and care delivery. But the first step to achieving that benefit is to gain buy-in from other stakeholders and especially from your own team. By speaking openly, early, and often about the impact it will have––on your entire organization––you can foster a sense of collective ownership and excitement for, not fear of, the future.
- 4. Clarify your intentions and expectations for how artificial intelligence will impact your organization. Some leaders do turn to automation in order to downsize their teams–-and in some cases, it’s the ugly reality of what has to happen for their organization to stay in business. But other leaders look to automation as a way to scale and empower their existing workforce to achieve more than ever before. Having a clear stance on this––and understanding why, as a leader, you need to do this for your organization–will make subsequent conversations easier both for you and your team.
If you’re starting to explore automating part of your healthcare organization, our team is always happy to help you structure these early-level conversations with your team or with other stakeholders. Reach out to us today to learn more. Start here with us today.