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HL Shorts: Connecting with Patients Prior to their Appointments

Analysis  |  By Luke Gale  
   June 04, 2025

Technology can complement, but not replace, the human component of patient access, according to this ProMedica executive. 

In this episode of HL Shorts, Shannon Ducat, associate vice president of patient access at ProMedica, discusses the difficult task of balancing technology with the human touch when it comes to patient access.

Luke Gale is the revenue cycle editor for HealthLeaders.


KEY TAKEAWAYS

Technology can't completely replace humans in all of the front-end processes that require connecting with patients, according to Shannon Ducat, associate vice president of patient access at ProMedica. 

Establishing a centralized pre-registration team has helped to streamline all the tasks required of patients before the day of their appointments. 

Using technology to complement the human aspect of patient access has helped ProMedica to improve the accuracy of the patient information that the health system collects. 


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