Partner Perspective: AI Driving Rapid Change in Non-Clinical Workflows; Solid Data the Key to Realizing Gains

AI is poised to revolutionize administrative and workflow processes in healthcare, but many health systems remain largely focused on its clinical applications, according to Lyle McMillin, Director of Product Management at Hyland Healthcare. While AI’s role in radiology and clinical documentation garners the most attention, McMillin says that CIOs should also prioritize automation in document management and operational workflows to drive efficiency.

“AI can transform administrative processes in ways that reduce staff burden and streamline operations,” McMillin said. “It’s not just about diagnosing patients—it’s about making sure critical information flows efficiently throughout the organization.”

Health systems handle vast amounts of unstructured content, including medical images, referral packets, consent forms, and financial documentation. Historically, these workflows have evolved from paper-based to manual digital processes, but McMillin sees an opportunity for generative AI and agentic AI to further improve efficiency.

“Instead of relying on manual routing, AI can automate the movement of documents, eliminating bottlenecks and reducing delays,” he explained. “This doesn’t require regulatory approvals like clinical AI applications do, making it a low-risk, high-reward area for CIOs to explore.”

Understanding the Possible

One of the biggest barriers to adoption is awareness. Many front-line staff don’t realize that AI could enhance their workflows, and they rarely initiate change themselves. This is where technology leaders must step in.

Beyond routing documents, McMillin pointed to AI’s ability to optimize prior authorization, self-care referrals, and claims processing. By integrating AI into these workflows, health systems can reduce administrative burdens, allowing staff to focus on higher-value tasks. “Hospitals have spent decades digitizing processes, but many of those processes are still manually driven,” he said. “AI introduces a new layer of efficiency that can fundamentally change how health systems operate.”

McMillin emphasized that CIOs don’t need to be experts in every workflow but should understand AI’s potential impact on operations. They can start by piloting AI-driven process improvements in specific areas, such as intelligent medical record processing or prior authorization workflows.

“Once a CIO sees how AI can optimize one workflow, they can scale it across the organization,” McMillin said. “It’s about creating momentum—leaders need to set the vision and empower their teams to identify inefficiencies AI can address.”

Health systems that have adopted AI sandboxes—secure environments where teams can experiment with different AI models—are already seeing results. “The more CIOs and their teams engage with these tools, the faster they can deploy meaningful improvements,” McMillin noted.

Keys to Keeping Up

With AI advancing at a breakneck pace, keeping up can be a challenge. McMillin advises health system leaders to leverage trade shows, vendor partnerships, and internal champions to stay informed. “No one has time to track every AI development, but attending conferences like HIMSS and engaging with vendors can provide critical insights,” he said. “Even a single case study or demonstration can spark new ideas that lead to operational improvements.”

The key, he said, is delegation. CIOs should designate team members—whether from IT, clinical applications, or HIM leadership—to research AI advancements and report back with actionable recommendations. “CIOs don’t have to absorb everything themselves,” he said. “They just need a trusted team that can filter relevant advancements and bring forward strategic opportunities.”

AI’s rapid development requires CIOs to remain flexible in their approach. “What was cutting-edge six months ago might already be outdated,” McMillin noted. “The most successful leaders are those who can adapt quickl...