Can AI Crack the Interoperability Code?
Applying AI to Achieve Interoperability and a Smarter Patient Workflow
Artificial intelligence has emerged as the next great hope for solving health care’s interoperability challenge. With 64% of hospital leaders believing AI can accelerate data exchange across the ecosystem—and only 9% disagreeing—a growing body of evidence supports the case that AI can deliver substantial, not merely incremental, improvements across clinical and administrative settings.
Most health care data is unstructured, and many medical communications in health care organizations still occur via fax. AI demonstrates strong capabilities in recognizing patterns, contextualizing data and extracting what is relevant, allowing it to decouple the volume of data from the organizational effort required to process it.
Rather than waiting for data standards to catch up, leading hospitals are deploying AI today, processing incoming documents and messages, extracting patient identifiers, MRNs, ICD codes and test orders, and routing data directly into workflow management systems and EHRs.
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Case Study: WakeMed Health & Hospitals
How WakeMed is building on AI momentum to transform contact center operations
WakeMed, a not-for-profit health system based in Raleigh, N.C., operates a 973-bed system with three full-service hospitals and more than 12,800 employees. Its contact center, often a patient’s first touchpoint with the health system, handles inbound calls, appointment scheduling, patient record transfers and more than one million faxes each month, all while maintaining a standard of answering 70% of calls within 20 seconds.
WakeMed is automating its fax operations using the Concord Connect™ platform and Concord’s Practical AI™ approach to patient information processing. The integrated offering combines secure information exchange, clinical data processing and flexible interoperability tools, including built-in APIs and EHR connectors, enabling straight-through processing of patient information across departmental workflows.
WakeMed already has a strong AI track record: an AI-driven surgical support system is credited with saving 17 lives, preventing 37 readmissions and eliminating 18 hours of manual data entry each month. The organization is applying those lessons to the contact center, where AI is expected to reduce processing time on millions of incoming faxes and help staff focus more time on supporting patients.