
How technology is alleviating pressure on urgent care centres
Urgent care centres have become a cornerstone of healthcare delivery, offering convenient, cost-effective care for patients with immediate, non-life-threatening needs.
Thomas Camp, President of Exdion Health
As the demand for these services continues to grow – driven by rising patient expectations, a shortage of primary care providers, and the increasing complexity of healthcare – urgent care centres are facing mounting operational pressures. These include staff shortages, long wait times, revenue challenges, and administrative burdens.
Fortunately, technology is stepping up as a powerful ally, helping urgent care centres operate more efficiently while maintaining high-quality care. From streamlining patient intake to enhancing revenue cycle management (RCM), technology is not just easing current pressures—it’s also setting a foundation for a more sustainable, resilient future.
Transforming patient intake and registration
The first point of contact in any urgent care visit—registration—sets the tone for the patient experience. Historically, this process has been riddled with inefficiencies, from manual paperwork to delays caused by insurance verification. Technology is now addressing these bottlenecks.
Online pre-registration
Many urgent care centres now offer online pre-registration portals that allow patients to complete intake forms, upload insurance information, and schedule their visit before arriving. This eliminates the need for time-consuming paperwork in the waiting room and allows staff to prepare for the patient’s visit in advance.
Self-check-in kiosks
Self-check-in kiosks at physical locations offer another layer of convenience. Patients can verify personal information, sign consent forms, and even make co-payments independently. This automation speeds up the registration process, reduces congestion at the front desk, and frees up administrative staff to focus on more complex tasks.
Enhancing clinical decision-making with Artificial Intelligence
Artificial intelligence (AI) is increasingly playing a critical role in urgent care by assisting clinicians in making faster, more informed decisions.
AI-powered triage
AI-driven triage systems allow patients to input their symptoms into a platform—often through a mobile app or online portal—and receive initial guidance. These systems help patients determine whether they need to visit the urgent care centre, consult a physician virtually, or manage their symptoms at home. For the urgent care centre, this reduces unnecessary visits, optimises patient flow, and ensures that resources are allocated to those who need them most.
Clinical decision support
For providers, AI-powered clinical decision support tools analyse patient data, such as symptoms, medical history, and diagnostic tests, to suggest likely diagnoses and treatment options. This technology enhances diagnostic accuracy, reduces the risk of medical errors, and supports providers in delivering evidence-based care under time constraints.
Revolutionising revenue cycle management (RCM)
While patient care is the core mission of urgent care centres, financial sustainability depends on efficient and effective revenue cycle management. Yet, many centres still rely on outdated, manual processes that lead to errors, claim denials, and delays in reimbursement. Advanced RCM technologies are transforming this critical function.
Automated insurance verification
Insurance verification is one of the most time-consuming aspects of patient intake. Modern RCM systems now automate this process, verifying coverage in real-time and calculating co-pays before services are rendered. This reduces staff workload, improves transparency for patients, and minimises the risk of rejected claims.
Claims processing and denial management
AI-powered claims scrubbing tools ensure that claims are accurate and complete before they’re submitted to payers, reducing rejection rates and expediting reimbursements. When claims are denied, RCM systems with machine learning capabilities can analyse patterns and provide actionable insights to prevent future issues.
Patient-friendly billing
In today’s healthcare landscape, patients are taking on more financial responsibility for their care. RCM platforms now include tools like online payment portals, automated reminders, and instalment plans to make it easier for patients to understand and pay their bills. Not only does this improve the patient experience, but it also increases collection rates for urgent care centres.
Data-driven financial insights
Advanced analytics within RCM platforms provide administrators with a clear view of revenue trends, cash flow, and denial rates. This data enables urgent care centres to identify inefficiencies, improve billing accuracy, and optimise financial performance.
Expanding access through telemedicine
Telemedicine has emerged as a vital solution for extending the reach of urgent care centres, particularly in rural or underserved areas. By providing patients with virtual access to care, telemedicine reduces the strain on physical locations while maintaining high standards of service.
Virtual consultations for minor conditions
Telemedicine platforms allow patients to consult with urgent care providers remotely for common issues like colds, minor injuries, or follow-up visits. This not only alleviates pressure on physical facilities but also ensures that in-person resources are available for more serious cases.
Remote monitoring and connected devices
For patients with ongoing care needs, wearable devices and remote monitoring tools can collect real-time data on vitals like heart rate, oxygen levels, or blood pressure. Urgent care providers can use this data to make informed decisions during virtual consultations, reducing unnecessary visits while still delivering personalised care.
Optimising operational efficiency with EHR integration
Electronic health records (EHRs) are no longer optional—they are foundational to efficient and effective care delivery. The latest EHR systems are helping urgent care centres streamline workflows and improve care co-ordination.
Seamless data access
EHR systems consolidate patient information from various sources, such as previous urgent care visits, primary care providers, and specialists. This ensures that clinicians have the full context of a patient’s medical history, enabling faster and more accurate diagnoses.
Automation of routine tasks
Modern EHR platforms include automation features for tasks like lab test orders, prescription management, and follow-up communications. By automating these processes, urgent care centres can reduce administrative burdens and improve turnaround times.
Reducing staff burnout through technology
Staff burnout remains one of the most pressing challenges in healthcare, particularly in high-pressure environments like urgent care. Technology is helping to ease this burden by redistributing workloads and automating repetitive tasks.
AI-driven staff scheduling
Advanced scheduling software uses historical data, seasonal trends, and patient volume forecasts to create optimised staff schedules. This ensures that centres are adequately staffed during peak hours while preventing overstaffing during slower periods.
Virtual assistants
AI-powered virtual assistants can handle tasks such as answering routine patient inquiries, managing appointment reminders, and providing updates on lab results. This allows clinical and administrative staff to focus on higher-value responsibilities.
Leveraging data to drive continuous improvement
Analytics and reporting tools are giving urgent care centres a competitive edge by providing actionable insights into both clinical and operational performance.
Optimising patient flow
By analysing metrics such as wait times, visit durations, and patient volume patterns, urgent care centres can identify inefficiencies and adjust workflows to improve throughput.
Improving financial performance
Revenue analytics tools track key performance indicators like denial rates, reimbursement turnaround times, and collection rates. These insights allow administrators to address pain points in the revenue cycle and implement strategies to boost financial outcomes.
The future of urgent care technology
Technology is not just a stopgap solution – it’s a transformative force that is redefining what’s possible in urgent care. By streamlining operations, enhancing clinical decision-making, and improving revenue cycle management, technology is helping urgent care centres meet the demands of today while preparing for the challenges of tomorrow.
As these tools continue to evolve, urgent care centres that embrace innovation will not only alleviate current pressures but also position themselves as leaders in delivering accessible, efficient, and patient-centred care.
Thomas Camp, President of Exdion Health