Disclosure management company continues next phase with AI proof-of-concept and pilot

Client background

A leading disclosure management organization headquartered in Virginia; this company employs over 2,000 professionals. They specialize in inbound document management, patient forms completion, prior authorization, referral management and chart migration. Their commitment to delivering robust solutions, maintaining scalable infrastructure and offering comprehensive training and compliance programs established them as a trusted leader in the industry.

The business challenge

The organization’s core business involved processing a wide range of confidential and nuanced medical information requests. Each request required multiple manual touchpoints and relied heavily on the expertise of well-trained staff to ensure accuracy and compliance. This manual approach, while effective, became increasingly difficult to scale as the company pursued ambitious growth milestones.

The leadership team recognized that the existing processes were resource-intensive and time-consuming. As the volume of requests grew, they faced challenges in maintaining efficiency and consistency without overburdening their staff. To support their growth trajectory and remain competitive, they needed to streamline these processes while preserving the high standards of accuracy and confidentiality their clients expected.

Strategy and solution

In response to these challenges, the organization worked with Baker Tilly to conduct an AI innovation workshop. This collaboration, which also included Microsoft, aimed to explore how AI technology could optimize their document intake processes. Together, the teams analyzed existing workflows, identified bottlenecks and brainstormed opportunities where AI could add the most value.

Based on these insights, Baker Tilly and Microsoft developed a proof-of-concept API designed to automate key aspects of document processing. The solution leveraged Microsoft AI services and large language models to replicate the decision-making abilities of human staff. By analyzing incoming requests, extracting relevant information and applying consistent decision logic, the AI-powered system aimed to reduce manual intervention and speed up processing times.

The proof-of-concept demonstrated the ability to handle various types of medical documentation with a high degree of accuracy. It streamlined the intake process by automatically classifying documents, identifying key data points and ensuring that the appropriate actions were taken. This automation not only increased efficiency but also reduced the risk of human error and inconsistencies.

The proof-of-concept was successfully delivered, showcasing the potential to improve processing efficiency while maintaining accuracy and compliance standards. Initial results indicated that the AI-powered solution could reduce processing times by a significant margin, allowing staff to focus on more complex tasks that required human judgment and expertise.

Encouraged by these results, the company began collaborating with Baker Tilly to transition the proof-of-concept into a fully featured solution. The goal was to seamlessly integrate AI into their day-to-day intake workflow, enabling scalable operations and supporting future growth objectives.

Importantly, the organization emphasized that AI was not intended to replace their skilled staff. Instead, the solution was designed to augment human capabilities, automating repetitive tasks and freeing employees to concentrate on higher-value activities. This approach ensured that the organization maintained its commitment to quality, confidentiality and client service while benefiting from technological advancements.

As the company continues to refine and expand the solution, they have positioned themselves to meet growing demand, improve operational efficiency and stay ahead of industry challenges. In collaboration with Baker Tilly and Microsoft, this project exemplified how strategic use of AI could drive meaningful transformation without compromising core values.