Automation of back-office functions: How can New Zealand’s healthcare sector further leverage this opportunity?
New Zealand’s healthcare system, much like global counterparts, is under pressure to enhance efficiency and reduce operational costs without sacrificing patient care. The automation of back-office functions presents a significant opportunity to address these challenges, particularly as we grapple with an ageing population, increasing healthcare demands, and technological advancements.
Back-office functions, such as payroll, recruitment, claims processing, and patient administration, often involve repetitive tasks that can be streamlined through automation. Technologies like robotic process automation and artificial intelligence (AI) can handle these tasks more quickly and with fewer errors. A report from Deloitte highlights that up to 47% of jobs could be automated within the next decade, while 95% of customer interactions are expected to be driven by AI in five years. This creates opportunities for healthcare providers to shift administrative tasks away from manual processes, allowing staff to focus on higher-value activities that directly impact patient care.
By automating time-consuming tasks such as billing cycles, hospitals can significantly reduce delays in financial operations. Automation can also reduce the need for large administrative workforces, which is especially relevant in New Zealand, where healthcare productivity is often hampered by outdated IT infrastructure. By automating up to 30% of back-office tasks, healthcare organisations can free up resources for frontline services, directly improving patient care while controlling operational costs.
Consumers are increasingly demanding better service and more convenient healthcare access. AI and automation technologies can help meet these expectations by optimising customer service interactions. Chatbots and virtual assistants, for example, can respond to routine inquiries about medical records or insurance claims, freeing human employees to focus on more complex tasks. This shift not only improves the speed and accuracy of services but also enhances the overall patient experience.
While automation holds significant potential, there are risks to be considered. Ensuring patient data privacy and security is paramount, especially when integrating AI into healthcare systems. Additionally, organisations must be mindful of the digital divide to ensure that all patients, regardless of technological access or literacy, benefit from these advancements.
Automation in New Zealand’s healthcare sector offers a promising avenue to reduce costs, improve efficiency, and enhance patient care. By leveraging technologies like AI and RPA, healthcare providers can streamline back-office operations, allowing staff to focus on delivering higher-quality care. However, these advancements must be implemented thoughtfully to mitigate risks and ensure equitable access to improved healthcare services.