Robot to the Rescue?

Automating processes can help ease office tension

What would a tech solution look like?

Shannon took a deep breath. She had gathered her team again, and this time she had everyone’s attention.

“I know yesterday’s meeting didn’t go that well,” she started, “and I appreciate everyone’s coming back today. I want us to approach the issues differently.”

The faces in front of her were wary.

“Instead of looking for who’s at fault, let’s imagine a tool that would be perfect for us.”

“How ‘bout a robot that would do all the office work for us?” suggested Tana.

“Don’t try to put me out of work,” Theresa objected. “You’d miss me!”

Shannon was glad that the team was taking a lighter tone. “We would definitely miss you. So not a robot, but what if there were some way to use technology to help? What would it have to be like?”

“Easy to use.” “Easy to learn.” That came from all over the room.

“We can learn to use software,” Theresa said, “but it would be great if there was just one thing to learn, not a whole bunch of different things that only sort of work together.”

Shannon wrote on the markerboard. “So, an integrated, turnkey solution.”

“It should be set up so we can all use it,” Roger said. Shannon knew that Roger ended up doing most of the billing. The better he got at it, the more others relied on him. “If one person answers the phone, they should be able to find the information and answer a question. They shouldn’t have to send the call to someone else.”

Shannon heard muttering from some of the others, but Theresa jumped in. “I agree! I hate it when I can’t find the information to answer a question. I don’t like to look incompetent.”

“It reflects badly on the practice,” Tana agreed. “It shouldn’t be like the days when we had to look on every desk to find the folder. Everyone who needs the information should be able to find it, and it should be hard to make a mistake.”

There was laughter at that remark, but Shannon wrote it on the board. That made sense.

“I want to be able to use my phone, too,” said Tana. She was getting excited. “I’m in the room with the patients. There’s no reason I should have to go to the office and borrow a computer for every little thing.”

There was a lot of agreement at that. “I don’t like to have to come in just to get information to solve someone’s problem,“ Shannon chimed in.

“All of that’s good,” Roger said, “but we have to get back to ‘easy to use.’ And we have to admit that one person’s idea of easy might not be another person’s easy.”

Shannon frowned. Roger was right. With people of different ages and backgrounds, just looking for something easy to use might not really be the solution. “Maybe we need training.”

“And coaches!” added Roger. As laughter filled the room again, Roger insisted, “I’m serious. Why can’t we have somebody who can help us learn it? Or help us get the most out of it.”

“Or help us when we’re about to tear out our hair,” added Tana.

“Okay,” Shannon beamed. “We know what we’re looking for.”

She thanked everyone as they gathered their cell phones and coffee cups and got to work. As usual, Theresa was the one who stayed to help her clean up, but they were happy as they pushed in chairs and picked up paper napkins.

“We might not be able to get a robot,” Shannon said, “but the right software really could make a difference.”

What would a tech solution look like?

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