By Jay Indrakumar, SVP of Information Technology at Well Street Urgent Care, and Gans Subramanian, Managing Partner, B-TRNSFRMD Consulting
Originally published in the HCCT Magazine – Read the full article here
Imagine a world where a patient’s journey—from scheduling an appointment to resolving a billing question—feels as effortless as ordering from their favorite online retailer. Thanks to agentic AI and omni-channel engagement, this isn’t just an aspiration—it’s becoming reality.
At the HCCT June conference, Jay Indrakumar, SVP of Information Technology at Well Street Urgent Care, and Gans Subramanian, Managing Partner of B-TRNSFRMD Consulting, will reveal how AI-driven patient interactions, combined with intelligent automation, are revolutionizing both the patient experience and revenue cycle management.
“Today’s healthcare consumers expect real-time, personalized engagement that mirrors their experiences with leading retail and financial services brands,” Indrakumar explains. “By implementing agentic AI solutions across the entire patient journey, providers can proactively assist patients, reduce friction in financial interactions, and create a seamless digital experience.”
Attendees will learn how omni-channel customer service supports seamless communication across multiple platforms, allowing patients to connect with providers on their preferred channels. And by leveraging AI bots, providers can automate routine inquiries, deliver personalized responses and offer real-time support. This allows revenue cycle management staff to focus on more complex tasks.
Indrakumar and Subramanian will outline how automated workflows streamline billing, coding and claims processing, reducing errors and improving turnaround times. And through real time implementations, the speakers will demonstrate how these technologies lead to higher patient satisfaction and significantly enhance productivity within revenue cycle management teams.
“The key to success lies in creating a holistic approach where technology supports rather than replaces human interaction,” Subramanian says. “When properly implemented, these solutions can reduce administrative burden, accelerate payment cycles and improve patient satisfaction scores across the board.”
Join us live at HCCT 2025, June 4–6 in Atlanta, where we’ll dive deeper into these innovations and showcase real-time use cases that are shaping the future of healthcare.
