Automation means handshakes

If RPA is the backbone, AI is the brain. Say hello to some new digital white-aprons, fewer insurance frauds and easier preventive-medicine efforts. Vijayashree Natarajan, SVP & Head of Technology, Omega Healthcare dissects AI’s new-and-exciting limbs as she argues that AI augments and complements RPA.

Even before we could make sense of all the buzz and debate around Agentic AI, we are already hearing about super-agents. Digital Labour is turning into a reality—flanked with new questions, new possibilities and of, course, old apprehensions. Arun Balasubramanian, VP & MD, India & South Asia, UiPath is upbeat about how global leading healthcare companies like Omega Healthcare are leveraging AI-powered automation and feels that with agentic automation, the scope and impact of automating processes are set to increase significantly. Let’s see if this view holds on the user-side as well. A chat with Vijayashree Natarajan, SVP & Head of Technology, Omega Healthcare where she diagnoses many doubts about the AI workforce – with a hands-on depth.

Why is technology useful in what you do and how you do it?

Technology is the spine of what we do. It helps in transforming the industry in a big way. It’s crucial and different because here it touches human lives. It’s about innovations that make human lives better.

Point out some key pillars for a better view.

Key elements are automation, RPA, Bots and Advanced AI technologies. Technology helps in automating low-key human work, in bringing transformation with efficiencies, reduction of operational costs and more time for innovation since now humans are free of admin work.

Agentic AI is stirring up a lot of excitement and debate. Are we ready for Digital Labor? How will it affect humans?

Every new invention or technology has always enhanced human lives. Digital workers will have their own roles. It will make way for inventing new things—something that was not possible before because of time-strapped reasons. A lot of low-hanging fruits in knowledge-work can be handled by digital workers. This is a time for upskilling and new opportunities for the human workforce.

How has your experience been with AI Automation, so far?

Beyond just convenience, and process-improvement; AI and automation enable personalised healthcare, which can improve diagnoses and the overall quality of care. With the implementation of UiPath AI Center, OHMS was able to streamline its services and improve accuracy, reducing insurance claims denial rate by 15-20 per cent and increasing accuracy to 95-100 per cent.

What changed after using automation from UiPath? What’s the X-factor you experienced here?

It is a solid platform that is evolving in capabilities as per changes in technology and industry-needs. We have experienced a great journey for the last four years – leveraging various components like RPA, AI agents, AI models etc. that have led to process-transformation and digital workforce at the right places. Their approach is not that of a vendor with a myopic license-purchase mindset but that of a partner with an excellent support strength. We have become the Beta customer to work on their Agentic AI innovations and some interesting pilots are in progress.

Tech helps in automating low-key human work, in bringing transformation with efficiencies, reduction of operational costs and more time for innovation since now humans are free of admin work.

How is the new wave of AI different from RPA?

All our digital workers are Bots that automate and improve the process. They can work unattended

and can handle more complex processes now. AI

helps in augmenting and complementing RPA.

If RPA is the backbone, AI is the brain. Both work brilliantly – together.

With the implementation of UiPath AI Center, OHMS was able to streamline its services and improve accuracy, reducing insurance claims denial rate by 15-20 per cent and increasing accuracy.

Does technology’s use align well for both the sides in a good sync—the patient as well as the healthcare professional/provider?

Yes, it aligns with all three entities very well. The patient, the provider and payer. Automation and transformation are creating better handshakes than ever. Now the providers can focus more on healthcare services than on admin-tasks because automation takes care of that. The payer-side enjoys end-to-end lifecycle fluidity which brings value-based care to the fore. Insurance companies can bring patient-aligned care while the patient enjoys precision, personalisation and possibilities like telehealth.

Can we zoom in on the insurance part here? What areas are already witnessing some impact? Are frauds being nailed?

We are observing a good jump in accuracy of processes and a rise in efficiency. Overall process improvement varies as per different industries, but major outcomes are seen in fraudulent case identification by analysing claims and patterns based on historical data.

Does technology also help in the push towards preventive healthcare?

Definitely. For instance—clinical oncology research is an area where AI helps in a big way with curation of cancer-related information and reports. This was strenuous and time-consuming for humans but not for AI. It adds speed to the process and that can help in invention of new treatments. Similarly, medical diagnosis, AI-powered mammograms and early-stage screenings are areas where speed can bring a lot of difference.

Vijayashree Natarajan

SVP & Head of Technology, Omega Healthcare

By Pratima H

pratimah@cybermedia.co.in