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Hello. I have been the Appointment Coordinator here for about two years. Before that, I was the Assistant Appointment Coordinator, which is a position that is no longer offered at the Foundation. Don’t worry, no one was fired. My boss, who had this job before me, had to move with his family to a different part of the country. His son secured a job working at a prestigious university, and the family wanted to stay together, even though the son is obviously fully an adult now. We’re still friends, and stay in contact. There is a reason why my previous job wasn’t backfilled, and it’s because it’s no longer necessary. Over time, we’ve incorporated more and more technology—specifically artificial intelligence—into our operating procedures. We are nowhere near a place where the application process is automated, but I no longer get a look at most appointments. I predominantly handle what we call Appeals. When you apply to get a healing from Landis, the system goes through a number of checks. First, it needs to confirm your identity, which you do either with a credit card, or facial recognition. You have to upload your medical records to make sure that you legitimately have a condition that even qualifies for healing. The system has to handshake a number of various medical databases to confirm this legitimacy. If we’re not partnered with your provider, you will have to upload your documents to them instead. We don’t need your entire life’s story. We don’t need to know every time you went in for a broken arm. We just need to know what’s wrong with you now, and what—if anything—you’ve done for it in regards to treatment so far. Similarly, you are expected to provide your financial records, and we have partnered with many financial institutions for the handshakes on that side of things too. We need to know if you’re rich, not-so-rich, or very not rich. That determines whether you pay for the procedure, or qualify for additional charity. I coordinate with other departments, like Patient Experience and Finance, to make sure everything has gone through smoothly. If everything is processed correctly, and there are no errors, the AI will find a slot for the candidate, give the patient all the necessary information, and everything will be ready to go. I only need to step in when an applicant is not only rejected, but also appeals this decision. We have an automated system for them to log their appeal too, but a human has to see all of that, so they can make a decision on the matter. I am that human. I look through every single appeal, and reach out to the applicant as necessary, as well as their associated institutions. I am not at liberty to divulge what percentage of applications are rejected, but if you think about it, I’m only one person. There is only so much time in a day, and I can only do so much with that time. Most rejections come from fraudulent claims, which the computer almost always catches appropriately. If I’m looking at it, it’s probably because the fraudster is still hoping to complete whatever scam they’re going for. I also can’t tell you how many appeals overturn the original decision, but...it’s very rare. It’s really only when there’s some missing data in the application that the computer couldn’t catch, because it doesn’t know what it wasn’t told. When this happens, I submit a reapplication, and it goes back through the automated system, but it’s flagged for me so I can keep an eye on the progress. In case it runs into another issue, it holds priority, and doesn’t end up at the bottom of the appeals list again. That’s just a little bit about what I do here. It’s a lot, but I absolutely love it.
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