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Medcity News: Russ Thomas on How to Reduce Industry Abrasion

Russ Thomas, CEO of Availity, recently published an article in MedCity News titled “From Friction to Fix: Measuring What’s Breaking Payer-Provider Trust.” In this piece, he explores how growing administrative friction—what Availity defines as “abrasion”—is eroding trust between payers and providers and impacting patient, provider, and payer experiences. Drawing on insights from the Availity Abrasion Index, Thomas highlights the root causes of this friction and outlines a path toward more efficient, collaborative healthcare operations. 

The article outlines: 

  • How prior authorization, denials, and payment integrity issues drive the highest levels of administrative abrasion across the healthcare ecosystem 
  • Why a lack of transparency, standardization, and upstream clarity leads to unnecessary rework and increased costs for both payers and providers 
  • The importance of greater collaboration, smarter automation, and shared accountability to reduce friction and rebuild trust across the revenue cycle 

Read the full article here.