Client background

This company is a disclosure management organization headquartered in Virginia with over 2,000 employees who are experts in inbound document management, patient forms completion, prior authorization, referral management and chart migration. Their solutions, scalable infrastructure, training and compliance programs make them an industry leader.

The business challenge

The company relied significantly on manual processes due to the complexity and sensitivity of their business. As they experienced success and growth, they sought to increase throughput without adding more staff. Their goal was to sustain current headcounts while being able to support their growth trajectory. Additionally, many of their competitors began using AI to streamline operations and they did not want to fall behind.

The company saw value in leveraging AI in their current processes and wanted to explore the best path forward. They identified several initial use cases and needed assistance in vetting, prioritizing and exploring the feasibility of each. Baker Tilly recommended a two-day in-person AI innovation workshop with the organization’s leadership team to create a road map and plan for an initial pilot solution.

The three main AI uses cases the workshop focused on, were:

• The categorization of medical documents
• The extraction of information from documents
• Chat functionality over internal documentation

Strategy and solution

The two-day AI innovation workshop was conducted to understand the overall current state of AI usage and how it aligned with the organization’s overall business strategy. This included conversations with company stakeholders to identify where AI processes could be implemented. As a result, Baker Tilly identified the sequential steps for the development of two AI solution pilots that arranged high priority use case items first and established a foundation for future AI growth and initiatives at the organization.

Throughout the workshop, Baker Tilly assisted the company by seeking to understand current pain points, reviewing individual use cases extensively, process mapping and identifying additional AI opportunities. Since the company leverages Microsoft Azure, Baker Tilly kicked off the workshop with an overview of generative AI and the Microsoft technology that the company could potentially leverage.

Baker Tilly and the client explored Azure AI Studio, Copilot Studio and various other Azure AI services with the goal of understanding each offering and where it might fit into their platform or organization. Since one of their critical use cases was categorizing and extracting information, extra time was spent exploring OCR (optical character recognition) offerings such as document intelligence and specific large language models.

After day one of the workshop, the company was provided with an end-to-end workflow, with existing and new use cases discussed. The company was able to gain insight into their overall technology stack and system overlay.

After day two, Baker Tilly and the company identified two potential pilots to embark on. The first one focused on intake data extraction to create a data warehouse and the second will cover semantic search to supplement advanced analytics. After a successful implementation of the high priority first and second use cases, the company would also like to explore predictive models and their ability to measure expected outcomes, such as rate schedules.

Next, the client will embark on the pilot phase. Baker Tilly will continue to work with the organization to teach them best practices to maintain and take ownership of the solution going forward.