Prior authorizations continue to challenge healthcare providers, consuming time, resources, and energy that could be better spent on patient care. With nearly 70% of prior authorization processes still handled manually, the industry faces a significant opportunity to embrace automation and efficiency.

At Infinx, we’re proud to partner with leading organizations like KLAS Research to provide transparency and insights into how automation can transform this critical process.

In the blog below, KLAS Research highlights its latest research on prior authorization technology, including feedback from Infinx clients.

This deep dive explores what’s working, where opportunities remain, and how technology like ours is paving the way for a smarter, more efficient future in healthcare revenue cycle management.

Continue reading to explore KLAS’ findings and see how Infinx is helping healthcare organizations streamline their workflows, reduce manual work, and improve patient access.

Prior authorizations are a major pain point in the healthcare life cycle, with clinicians and payers alike finding the process complex, costly, and error prone. According to a CAQH report published in 2024, about 280 million prior authorizations were processed in the US the year before. The report also stated that approximately 70% of the prior authorization process is done manually, representing a cost savings opportunity of nearly $500 million.

This blog shares what KLAS currently knows about technology designed to streamline and automate the prior authorization process, including details from client feedback on a fully-rated vendor, Infinx.

Points to Know

  • Most of KLAS’ current prior authorization research focuses on highlighting collaborations between payers and providers and providing high-level views of the industry in general.
  • Infinx has proactively shared their prior authorization client contact details with KLAS and has encouraged client participation in our research.
  • Customer feedback from this group shares information on Infinx as a partner and the performance of their software.
  • Half of those surveyed mentioned opportunities for improvement in proactivity and support. Two clients acknowledged their shared responsibility in enhancing communication.

KLAS’ Research on Prior Authorization

Except for the in-depth data we have gathered on one company—Infinx—most of KLAS’ prior authorization research has focused on highlighting collaborations between payers and providers and providing high-level views of the current state of the industry.

For instance, research KLAS conducted along with Bain Consulting indicated that prior authorization technology and services are top of mind for revenue cycle leaders. Prior authorization was the second-most mentioned category of potentially impactful solutions. (Automation was the most mentioned, while denials management technology was the third-most mentioned.)

At the KLAS K2 Collaborative Summit in May, payer and provider attendees agreed that automating and improving prior authorization efficiency was a major industry challenge. Both types of organizations stated they were willing to align with each other to reduce the administrative and financial burden. Despite this agreement, 60% of payer attendees and over three-fourths of provider attendees reported they have seen little to no improvement over the last year in the prior authorization experience. Some even feel the experience has gotten worse.

Infinx’s Current Performance

While most prior authorization vendors have had limited interactions with KLAS, Infinx has shared prior authorization client contact details with KLAS and has encouraged client participation in our research. To date, KLAS has interviewed individuals from 18 separate customer organizations. Those surveyed have painted a detailed portrait of what it’s like to work with the vendor. Read on for information on current customer satisfaction.

Infinx as a Partner

Interviewed clients say they feel like Infinx is part of their team. Most clients report that Infinx is communicative and supportive in helping them succeed, responding in a timely manner to their concerns. They feel Infinx largely listens to them and understands their workflows. There are some reports of clients wanting improved reporting and analytics, and some clients would like more ongoing training.

One client at a multispecialty clinic recently commented that Infinx was responsive and that their software resulted in reduced reliance on human resources:

“Overall, Infinx Prior Authorization is a great solution. For prior authorizations, I can say with certainty we haven’t had a lot of issues with the system. The vendor has a really quick turnaround time. We had a team of several people who were doing the work, and when we went to Infinx, we were able to reduce that by half. That was good for our company because it allowed for growth without necessarily making us hire an FTE. With the prior authorizations, the vendor does a really good job at making sure those are turned around quickly. … Anytime there are issues, Infinx is there to reach out to.”
—Director, August 2024

Infinx’s Software

Clients point to improved workflows and improved efficiencies over time and describe Infinx’s software as akin to having another employee helping with prior authorizations. Clients speak well of Infinx’s functionality and integration.

One director at a specialty clinic pointed to the Infinx software’s usability and customizability:

“I like the interface of Infinx Prior Authorization. It is clean, simple, and easy to navigate and comprehend even without a teaching manual. The system is pretty self-explanatory. It is also customizable in terms of filtering and sorting, and that is helpful. There are standard operating procedures that are very good.”
—Manager, March 2024

Opportunities for Infinx to Improve

Clients have highlighted opportunities for Infinx to enhance proactivity and reporting functionality. Notably, two clients acknowledged their own role in contributing to communication issues.

Clients noted that clearer communication and upfront transparency could further strengthen the implementation process:

“Infinx could improve their staff and training. There are still times when we have to tell the vendor the same things over and over when they are training a new staff member and that staff member isn’t following our standard work.”
—Director, August 2024

We recommend reviewing Infinx’s current prior authorization data on the KLAS website for more details.

Contribute Your Voice to Prior Authorization Research

Prior authorizations will be a challenge for the foreseeable future, and companies like Infinx can be a significant help to providers who want to automate the prior authorization process. KLAS can be a resource to providers who want to see what their peers are experiencing regarding prior authorization technology.

If you are a provider working with a prior authorization solution, we’d love to hear your candid experience! All feedback is kept anonymous. Please schedule a time to talk to KLAS here. Or you may also share your insights into how well your current prior authorization solution is performing online here.