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Workforce, Patient Perceptions of AI Hindering Digital Expansion

Analysis  |  By Jasmyne Ray  
   February 22, 2024

Revenue cycle executives are struggling to get staff and patients to get on board with emerging technologies.

An organization’s lack of communication and transparency to staff can pose a significant obstacle for a successful rev tech rollout. With the increase in cyber and ransomware attacks, patients are beginning to feel equally uneasy.

Findings from a recent Deloitte report surveying 60 healthcare executives show that consumer concerns about AI are a low priority for executives. 45% of respondents said they’re less concerned about educating patients about AI and its risks, and 50% not focusing on building consumer trust in the solutions.

A lack of transparency or change management strategy can negatively affect an organization’s staff. One common misconception when an organization begins to consider implementing a rev tech solution or platform into its processes is that they’re intended to replace staff.

While the report’s findings don’t confirm these ideas, it doesn’t deny them either. Upskilling workers, open communication, and transparency, and change management strategies were ranked considered some of the lowest considerations, respectively.

In a previous HealthLeaders article, Sherri Lewis, director of revenue cycle for BoulderCentre for Orthopedics & Spine expressed her enthusiasm for AI solutions but acknowledged staff’s concern about their job security.

“I don’t want to take people’s jobs away, but there is so much they could do on the other side of it, like collecting our outstanding accounts receivable,” she said.

In the future, Lewis hopes that tech implementation will be seen as an opportunity for employees to upskill and expand their knowledge, to be able to address tasks they previously didn’t have time for.

Jasmyne Ray is the revenue cycle editor at HealthLeaders. 


Half of survey respondents said consider consumer concerns about AI a low priority.

Open communication and transparency for workers was also considered a low priority.

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