Today’s issue of WorkCompRecap features a new Guest Post from Dr. Dwight Robertson, VP of Managed Care and National Medical Director at EMPLOYERS, on how new advances in technology are enabling, and becoming necessary for payers to deliver a patient-centered experience at scale.
In his post, Dr. Robertson notes that early efforts to automate human-centered processes in many industries often backfired, creating the impression that efficiency came at the cost of poor customer service, but as technology has improved over time it has created the ability deliver much better outcomes than would otherwise be possible, for instance identifying which health care providers are most likely to produce positive outcomes for specific types of patients and injuries, and other roles that AI can have in the context of claims management and delivering better outcomes.