5 Ways Automation Is Transforming Human Services Workflows

Artificial intelligence has solidified its place in the toolkit of healthcare providers across the industry. No longer a distant promise for providers and consumers alike, automation is embedded in healthcare workflows—reshaping documentation, enhancing revenue cycles and decluttering clinician workloads in measurable ways.  

Which brings us to the central message of the recent webinar hosted by Netsmart in collaboration with OPEN MINDS: ROI of AI in Documentation: Today’s Measures, Tomorrow’s Impact. 

Hosted by Erica Gregory, Vice President and General Manager of Revenue Cycle Management, and myself, our discussion explored how AI is driving tangible returns across both clinical and financial healthcare operations. From reduced burnout to accelerated reimbursement, the outcomes are compelling, exciting and impossible to ignore. 

Here are five takeaways. 

 

1. AI adoption in human services is broad—but somewhat shallow (for now) 

At this stage of automation popularity, most organizations are, not surprisingly, dabbling in AI rather than boldly deploying it systemwide. This is certainly not an unusual approach for an industry as historically skeptical of new methods as healthcare is, and of course consumers will appreciate providers’ due diligence. According to a Netsmart and OPEN MINDS survey shared in the session, only 2% of respondents have adopted AI at an enterprise level. The majority are piloting tools in limited areas like clinical documentation or grant writing. 

This presents an opportunity. The biggest ROI potential still lies in scaling AI across multiple functions. Which means connecting documentation tools with revenue cycle automation, linking front-end data capture to back-end billing accuracy and creating a truly end-to-end AI ecosystem.  

The diamonds of AI-empowered efficiency are out there to be mined, and providers are thoughtfully carving their way toward broader automation success. 

2. Reducing administrative burden remains the top driver 

It’s no surprise that the primary reason organizations are investing in AI is to reduce administrative workload. When AI assists in documentation, clinicians are spending less time typing notes and more time where they belong—focusing on clients. As one survey result showed, organizations see easing documentation demands as the fastest route to improved staff morale, retention and thus better consumer outcomes. 

AI-driven documentation assistants like Bells, the Netsmart clinical documentation assistant, use ambient listening to capture and structure information automatically. The result? A 67 percent time savings in note creation, based on real-world client data. 

While productivity gains are measurable, the qualitative impact is equally important. When clinicians feel less burdened by paperwork, they deliver better care. That’s ROI you can feel, not just calculate. 

3. Revenue cycle automation is the next frontier 

While clinical AI has gotten most of the attention, Erica emphasized that revenue cycle automation may offer the biggest untapped ROI opportunity. The Netsmart digital collections assistant, Benny, integrates across the billing process to streamline eligibility checks, manage denials and improve first-pass pay rates. 

“Sixty percent of the data that determines reimbursement happens before a service is ever provided,” she explained. “That means the revenue cycle has to be clinically driven.” 

Clients using Benny have reported dramatic results—CrossWinds Counseling and Wellness, for example, achieved a 61% decrease in bad debt and a 16% reduction in accounts receivable over 90 days. 

 

4. AI can improve staff satisfaction, not just efficiency 

When AI is introduced thoughtfully, it doesn’t replace people—it empowers them. Erica shared how her own RCM associates, after adopting AI tools, reported an eight-point jump in job satisfaction. 

Why? Because automation offloaded the repetitive, manual work and allowed them to focus on solving complex problems. “They’re doing more of what they’re good at,” she said. “The tools make them better at their jobs.” 

The same principle applies on the clinical side. Bells users consistently report higher engagement, thanks to less time spent on administrative tasks and more energy devoted to patient care. 

 

5. Measurable ROI is funding future AI adoption 

Budget constraints remain a barrier, but the data shows AI can fund itself. Netsmart and OPEN MINDS unveiled a new ROI calculator that lets organizations estimate potential savings and returns from documentation automation based on their staffing mix and service volume. 

The tool, available at bellsroi.com, draws from validated client results showing significant reductions in documentation time and overtime costs. This is about making the business case for innovation. When you can clearly demonstrate ROI, you unlock the resources to keep advancing. 

 

Going Forward 

AI in documentation is obviously more than a technology trend—it’s an operational transformation with limitless potential. The organizations seeing the greatest ROI are those looking at AI holistically, integrating clinical documentation and revenue cycle automation to reduce burden, accelerate reimbursement and improve both employee and client outcomes. 

As Erica aptly put it, “We’re not replacing people. We’re giving them better tools to do their jobs.” 

For behavioral health and human services organizations, that may be the most important ROI of all. 

About the Author

Scott Green is Senior Vice President of the Netsmart CareGuidance™ Solution Suite. In this role, he works closely with Netsmart clinical, medical and product teams to create value-added solutions that enable clients to participate in emerging models of care. Green currently manages the teams charged with driving the company’s interoperability, population health, consumer engagement and analytics operations, as well as developing partnerships that bring new content to clients.