Case Study: Large Multi-Institutional Health Care Company achieves streamlined inbound document management, automated eligibility checks, and fewer denied claims with Appian

How Healthcare Providers are using Appian technology to improve Inbound Document Management

Appian, a low-code digital platform, helped a large multi-institutional healthcare system (86 hospitals, 128 continuing care sites, ~89,000 employees across 21 states) that was struggling to manage thousands of inbound documents daily. The provider faced a legacy document-management approach with manual database updates, poor tracking or accountability, disconnected scheduling and patient-financial workflows, and difficulty associating documents to the correct patient encounters.

Using Appian’s inbound document management solution, fax, paper and online documents are automatically captured, matched to the appropriate medical record and integrated with the EMR to trigger scheduling and insurance eligibility checks (including automated 270/271 transactions). The deployment sped up HIM matching, reduced front-end interaction time, improved patient satisfaction and safety, lowered costs, produced cleaner claims and fewer denials, and enabled more automated, accountable revenue-cycle and scheduling processes.