The Transformational Edge: Intelligent Work Distribution
The healthcare industry has been buffeted by rising costs, the transition to value-based payments, emerging technologies and, most recently, COVID-19, which created a remote workforce that did not exist before. The buffeting has forced managerial attention on potential opportunities to enhance workflow through the automation of repetitive tasks and the reallocation of personnel to higher-level activities. Offshore and onshore options are also being considered.
More specifically, Intelligent Work Distribution replaces the work queue/worklist with task assignment to the highest-quality, lowest-cost assets. The matching of task type to asset capability enables the co-existence of the human and digital workforces. This process takes advantage of global sourcing capabilities and a digital workforce to create the Hybrid Workforce. The Hybrid Workforce focuses on completing the task and not on the number of workers. The ability to distribute tasks across the hybrid structure enables high quality at a lower cost.
Organizations need to reimagine their processes and optimize their workforce to achieve sustainable performance improvement while enhancing patient and staff engagement. Intelligent work distribution empowers organizations with simple and fast processes tied to clear and measurable outcomes.