Digital Transformation is Among Us

The healthcare industry is primed for digital transformation projects across the organization. This is more than just using the latest x-ray machine technology; it spans across other operational parts of the business, such as patient records, medical billing and accounting. Digital transformation and technology initiatives in healthcare can be implemented in single or multiple departments, across specialties, specific functions or enterprise-wide. The goal is to create seamless efficiency with best practices and business outcomes to positively impact patient care and business profitability.

While there are numerous ways to mitigate risks and ensure digital transformation project successes, the concept of digital dexterity is coming to light. Gartner defines digital dexterity as “a core employee cognitive ability and social practice that will define digital business success.” Gartner advises digital workplace leaders to assess their organization’s digital dexterity against projected requirements, and implement a strategy to attract the optimum employee base. In layman’s terms, both leaders and employees need to embrace, understand and adapt to new technology changes within the organization. 

Hiring for Digital Dexterity

As a software company, our hiring managers and human resources incorporate digital dexterity into the hiring process for potential new employees. The pace and speed of technology require employees to be agile in their work style in order to optimize efficiencies and maintain bottom-line profitability. Employees must have the mindset of growth to evolve their departments and organization. Digital dexterity stems from the idea of change management but specifically relates to the digital world. 

While digitally dexterity applies to a wide range of industries, healthcare is one segment that has traditionally been slower to adopt these practices. Compliance and regulatory issues that healthcare organizations face often contribute to slower adoption rates. But when change does happen, healthcare entities must be ready to manage and ensure digital dexterity.

In fact, Gartner predicts that “by 2022, 25% of midsize enterprises will attain digital transformation leadership status by systematically enhancing digital dexterity.” Adopting and welcoming technology changes will be a factor in driving companies forward. 

Project Failures and Successes

In an article by, they report that some of the main reasons digital transformation projects fail are from lack of CEO sponsorship, talent deficiency and resistance to change. The article further reveals that only 14% of 1,733 business executives polled by McKinsey in September 2018 said that their digital transformation efforts have sustained performance improvements, with only 3% reporting complete success at sustaining change. 

This is a staggering revelation for IT and software companies in a way that potentially negates many of value propositions without ensuring the proper care of change management and digital dexterity. Therefore, the conclusion can be drawn that digital transformation failures are directly contributing to demand and need for hiring people with digital dexterity.

However, there are organizations that are having success in this area. Using an example of medical billing, how have organizations succeeded with digital transformation? One company, RC McLean, who offers administrative services and medical billing for their healthcare clients, digitally transformed their claim packet processing by automating manual data entry. They were handling up to 800 claim packets per day, which required someone to manually type relevant information into another system. By selecting a smart document capture solution, they were able to streamline the process by cutting processing time in half and decreased labor costs by 50%. 

Another customer, Washington State Health Care Authority has millions of insurance documents each year that needed processing, requiring them to outsource a large team of temporary staff to do manual administrative data entry. Choosing a solution that eliminated these time-consuming processes, Washington State HCA saw huge cost-saving ($4.5 million) benefits. 

Change management, training and digital dexterity all contributed to the success of these projects. Not only do you need employee support, but the technology and process to implement must be intuitive and easy. Technology adeptness is part of our culture and it’s here to stay. Furthermore, CIOs must take measures as health organizations look to be more profitable and provide better care. How digitally dexterous are you?

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