Ness: “I have sworn to put this man away with any and all legal means at my disposal...”
Malone: “And then what are you prepared to do?”
— The Untouchables
“We don’t want to lose the personal connection with our Patients.”
“We want our case managers to feel like a friend to the Patient and their family.”
“AI can ruin that human touch that we work so hard to achieve.”
I’ve heard all of the above, and I agree with all of it. But you know what I also believe to be true? You’ve got to fight fire with fire.
Patient Support cannot protect the human touch while remaining technologically outmatched.
A case manager does not become more compassionate because she spends 25 minutes hunting for a payer policy, documenting a call, or checking seven screens for missing information. She simply has 25 fewer minutes to help the Patient, and quite possibly a growing desire to throw her laptop out the nearest window.
In Patient Support, the compliance and regulatory landscape often d…
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