"The Automation That Changed My Day—and Our ROI"

A Day in the Life of a PA Coordinator, as Told by a current Banjo Health Customer

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The Old Way

Before BanjoPA, my days blurred together with endless phone calls and faxes. As a prior authorization (PA) coordinator, I spent hours chasing down clinical notes and clarifying incomplete forms, all while racing to meet strict turnaround times. Each case meant repeated calls to provider offices and long waits—sometimes nearly a week—for the right information to come through. By the time it finally did, we were often right up against the turnaround time (TAT) window. The process was stressful, inefficient, and draining for everyone involved.

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Much of the frustration came from how manual everything was. Every PA request had to be entered line by line, field by field, into the system. It was tedious and left plenty of room for mistakes. A missing digit or an incomplete note could hold up an approval and send the whole process spiraling back to square one. The volume of requests kept growing, but the tools we had didn’t make the work any faster or easier. That was the reality for most of us working in PA operations: long hours, endless paperwork, and constant pressure to meet compliance standards while juggling an overwhelming volume of cases. Each day felt like playing catch-up with no real way to get ahead.  The process wasn’t built for scalability.

That all changed with automation.

BanjoPA – What Happens When PAs Finally Meet the Future

When BanjoPA was introduced, it transformed my workflow almost overnight. The platform didn’t just make my job easier—it made it smarter. Tasks that used to take hours now take minutes. Setting up a new PA and running the initial quality checks is nearly effortless, especially if the fax automatically has its information pulled into the system using Optical Character Recognition (OCR). The platform handles repetitive administrative work, freeing me to focus on the clinical aspects of my role that require human judgment: reviewing each case in detail to ensure every patient receives appropriate care.  

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One of the biggest improvements has been decision consistency. With BanjoPA, decision trees are clear, exportable, and attached directly to each authorization. The criteria questions sit right next to the case, so I never have to wonder what documentation is missing or which criteria apply. That clarity means fewer delays and fewer questions from reviewers or providers. For payers and PBMs, it translates to better compliance, stronger audit readiness, and more confidence that every approval or denial is backed by consistent logic.

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My communication with providers has also changed dramatically. I used to spend a large part of my day tracking down additional information. It wasn’t unusual to make several calls per case just to fill in the gaps. Now, that back-and-forth is virtually gone. The structured intake and automated prompts ensure that providers submit complete documentation the first time. It saves everyone time, reduces frustration, and builds trust across the board.

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Banjo’s Impact

If BanjoPA were taken away today, I’d feel like I’d lost my right hand. The review process—especially the ability to see faxes side by side with decision trees—is something I rely on daily. No more flipping between screens or struggling to keep documents aligned. Everything I need is in one view, organized and easy to follow. The OCR feature adds another layer of efficiency by automatically pulling key details from the fax, which means less manual entry and fewer errors.

The return on investment is clear. We’re processing more authorizations in less time, with greater accuracy and almost no provider callbacks. For payers and PBMs, that means lower administrative costs, faster turnaround times, and happier members and providers. For me, it means less time buried in paperwork and more time doing meaningful work. Automation hasn’t replaced my role. It’s elevated it. It allows me to work more strategically and deliver results that were nearly impossible before.

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Looking back, I can’t imagine going back to the old way of doing things. What once felt like an uphill battle now feels manageable, even rewarding. BanjoPA didn’t just simplify the prior authorization process—it gave me back control of my day, and the confidence that every decision I make moves patients closer to the care they need.

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