In every organization, growth eventually runs up against capacity. There are only so many hours in the day and only so many hands to do the work. In the revenue cycle world, many companies respond by cutting costs through outsourcing. At Accountable, we’ve chosen a different path: we’re investing in technology, not to replace people, but to empower them.
Technology isn’t neutral. It shapes how we work, how we think, and how we connect. That’s why we’re being intentional about the tools we adopt, seeking solutions that make our team more effective, more confident, and more focused on the aspects of our work that require human intelligence, empathy, and judgment.
When technology removes friction, we make fewer mistakes. When it automates the routine, we gain space to focus on the exceptions.
This year, we’re making the largest technology investment in our company’s history. Our new Open Connect platform will streamline workflows across eClinicalWorks clients, eliminate redundant logins, and allow us to assign work more intelligently. It will help us develop internal specialists and build workflows that match talent with tasks.
These changes are about efficiency, yes, but they’re also about quality. When technology removes friction, we make fewer mistakes. When it automates the routine, we gain space to focus on the exceptions. And when it gives us better data, we make better decisions.
Learning from Each Other—Across Generations
Change can bring anxiety, and everyone has a different comfort level with digital tools. If you’re hesitant, I get it. In 2007, the iPhone, Twitter, Kindle, and machine learning all came onto the scene. I was 38 and already well into my career, so I had to adapt. Not because I’m a techie, but because standing still wasn’t an option.
I’ve learned to turn to those around me. My four sons, all in their late twenties and early thirties, grew up with this technology. And I’ve learned a lot from Rachel, our business intelligence analyst, who recently encouraged me to upgrade to the paid version of GPT by showing me how it could support my work in ways I hadn’t considered.
It reminds me adaptability isn’t about age; it’s about mindset.
I’m also inspired by my peers, and by those older than me. I recently heard the editor of Harvard Business Review speak honestly about her experience with AI: her fears, her hesitations, and how she has come to use it in her writing. That kind of openness makes the technology feel more approachable.
And then there’s one of our clients whose 80-something father uses ChatGPT a dozen times a day. That curiosity, that willingness to keep learning, is what inspires me most. It reminds me adaptability isn’t about age; it’s about mindset.
Preparing for the Future, Thoughtfully
New technology isn’t always appealing. I remember resisting the BlackBerry; I didn’t want the tether. I wasn’t totally wrong, but all these years later smartphones have opened up a whole world of knowledge. Technology can be scary and we can be reticent because of how it could change things in a negative way, but you have to also look for the positives. Technology isn’t always immediately amazing, but if we wade in early, it can become something great.
We’re still in the infancy of AI in healthcare billing. But we’re stepping into it now, slowly and thoughtfully, because we believe the future belongs to those who prepare, not those who wait.
The tools I use—Otter.ai for meeting notes, Calendly to simplify scheduling, my Apple Watch to stay on track—aren’t flashy. They’re just useful. They help me do my job better. And that’s what we want for you, too. That’s why we’ve opened a new training center in our expanded office and appointed Lesa Sommers to the role of AR Team Lead & Trainer.
We’re still in the infancy of AI in healthcare billing. But we’re stepping into it now, slowly and thoughtfully, because we believe the future belongs to those who prepare, not those who wait. Our goal isn’t to do more with less. It’s to do better with the people we have and to create space for the next generation of talent to thrive.
We’re In This Together
Technology should never replace our values. It should help us live them more fully. That’s the path we’re on.
As we move forward together, I invite you to stay curious, ask questions, and share what you’re learning. Whether you’re excited or uncertain, you’re not alone, and you’re not expected to have all the answers on day one.
Growth is a team effort. Let’s keep learning, supporting one another, and building something we’re proud of.
Thank you for everything you’re doing to make that possible.
—Teri
