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The 2024 State of Payer Enrollment and Credentialing

We're on the brink of a new era in healthcare. From AI-enabled chatbots to GenAI, which promise to do things differently, faster and with remarkable precision, the responses to this survey shed light on the challenges faced by operations teams while optimistically looking ahead to the future.

The current industry state

Automation is no longer a futuristic concept — it's here. It’s rapidly reshaping how we approach healthcare, from patient care to administrative tasks.

We're on the brink of a new era, filled with new opportunities from AI-enabled chatbots to GenAI, promising to do things differently, faster and with remarkable precision. And with this shift comes excitement and caution, putting healthcare leaders at a critical crossroads.

The question that hasn't been asked enough through this change is: How are healthcare organizations prioritizing automation and actively shaping their future with it? How are enrollment and credentialing teams feeling? Where can they get the most out of using automation? 

To find out, we surveyed nearly 350 healthcare specialists, managers, directors and C-suite executives at the beginning of this year. In this survey, participants were asked questions about their role, business, and what they hope to evolve in their operations. 

The responses to this survey reveal a glimpse into what's plaguing today's healthcare operations team while optimistically looking ahead to a future where innovative and efficient practices are embraced.

Where are we now?

How operations teams feel

Across the nation, healthcare professionals are grappling with an escalating crisis of burnout and uneven operational demands, exacerbating the urgent need for solutions that address this pressing challenge. Despite increased awareness and widespread calls for action, the crisis only intensifies.


The healthcare industry has historically faced challenges with staffing and turnover due to long hours, pay and erratic work schedules. Then, the pandemic happened and left the industry with a situation that has only intensified recently, leading to turnover rates in 2022 ranging from 19.5% at hospitals to 65% for at-home care providers

This widespread turnover imposes financial and logistical burdens on healthcare organizations and significantly strains their operational capacity as they manage rising outpatient volumes.
This shift has placed unprecedented pressure on enrollment and credentialing teams, an essential yet often undervalued function of healthcare operations experiencing turnover and staffing challenges.

The responses to the survey support this idea. A striking 57% of respondents report they’ve experienced turnover and staffing challenges over the past year, underscoring the pervasive nature of the issue.

The turnover rate among enrollment and credentialing teams is higher compared to other healthcare professions, such as nurse practitioners (15.3%), certified nurse assistants (35.5%), and physician assistants (10.7%), signaling a critical stress point within healthcare operations and pointing to the broader implications for healthcare delivery and patient care continuity.

Under pressure

The last couple of years have been difficult financially for many healthcare organizations. As costs continue to accelerate at incredible rates, it’s expected that 2024 is likely to bring continued financial challenges. Enrollment and credentialing teams are further burdened by the dual mandate to control costs, manage growing patient demands, and accomplish more with already stretched-thin resources.

A significant 45% of respondents say their staffing levels are “inappropriately” low, and interestingly, 34% recognize the need to cut headcount expenses, acknowledging that there is some struggle to balance efficiency with financial prudence.

While no doubt balancing the imperative to reduce costs with the equally critical mission of ensuring high-quality patient care presents a significant challenge, this data also speaks to something that has dominated discussions this year more than ever before: Automation and technology are not just strategic avenues to streamline expenses, but they are essential to the fundamental reimagining of how to maintain and elevate the quality of care in a rapidly changing healthcare landscape and foster optimism for the future of healthcare operations.

The survey also uncovered a nuanced growth trajectory within these organizations. While most (58%) report modest hiring rates of 0 to 5 providers monthly, a closer look reveals a broader growth spectrum. A noteworthy industry segment is pushing boundaries, with aggressive hiring practices that suggest an undercurrent of optimism and ambition despite the prevailing challenges.

Automation's enrollment impact

Payer enrollment teams are feeling the strain, with nearly half reporting revenue losses at the organizational level tied to sluggish enrollment processes. With many teams still relying on manual workflows, this isn’t necessarily surprising, but it uncovers an incredible opportunity for automation to alleviate this burden.