Batman and Robin in Healthcare Knowledge Work: Human-AI Collaboration by Clinical Documentation Integrity Specialists
Claus Bossen, Kathleen H. Pine
Abstract
This article describes the successful collaboration “in the wild” between Clinical Documentation Integrity Specialists (CDIS) and an Artificial Intelligence (AI)-embedded software to conduct knowledge work. CDIS review patient charts in near real-time to improve clinicians’ documentation, with the goal to make medical documentation more accurate, consistent and complete. CDIS collaborate with an AI-embedded “Computer Assisted Coding” (CAC) system that scans records from the Electronic Healthcare Record and auto-suggests codes based on natural language processing. CDIS find the CAC's suggestions are often inaccurate—often humorously so. Still, they find the CAC to be a useful helper, like Robin is to Batman. This human-AI collaboration is contingent on several factors: the flexible integration of the AI into the workflow similar to the notion of unremarkable AI; supporting the CDIS’ sensemaking; the CDIS’ knowledge about the CAC being predictably unreliable, an experience by the CDIS of the AI's value; humans remaining in control; and ability to experiment with the AI, which spurs reflection and learning for these knowledge workers.