The Big Unlock

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AI Agents Reduce Patient Access Time and Pajama Time for Doctors May 19, 2025

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In this episode, Crystal Broj, Enterprise Chief Digital Transformation Officer at the Medical University of South Carolina (MUSC), shares how the organization is transforming healthcare through AI-powered voice bots, ambient listening, and digital front door innovations. She discusses the challenges and successes of implementing a new patient check-in system and deploying an automated AI agent in their patient access center.

Crystal notes that one of the biggest lessons is the value of starting small—piloting technology, demonstrating ROI and KPIs, and scaling gradually. MUSC’s AI voice bot – Emily – handles after-hours calls and appointment rescheduling, generating over $3 million in collections and reducing call handling time. Ambient tools like DAX have helped physicians cut “pajama time” by 37%, speed up chart closure, and improve clinical documentation. She also highlights how digital tools in the patient access center enhance scheduling and virtual care access, creating a seamless digital front door.

Crystal stresses the need for agile implementation, effective change management, and aligning technology with real workflows to drive lasting impact. Take a listen.

Human-centered GenAI is Rebuilding Trust in Healthcare Consumers May 12, 2025

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Healthcare Digital Transformation Podcast · Damo Consulting – The Big Unlock – Podcast – Ep 160 – Rita Sharma

In this episode, Rita Sharma, Chief Product Officer at Pager Health discusses how they are implementing generative AI in healthcare, focusing on trust, ease of adoption, and responsible data practices.

Rita shares how consumers increasingly expect 24/7, human-like digital support and single point of contact to navigate the fragmented and often overwhelming healthcare system. She emphasizes that while the technology behind the generative AI is maturing rapidly, the real challenge lies in building trust—both within organizations and with consumers—particularly around the responsible data of use. Rita also talks about Pager’s approach to responsible AI implementation, noting that internal alignment on governance, data security, and transparency is just as critical as the technology itself.

Rita further highlights that successful adoption of generative AI is not just about innovation, but about creating a cultural alignment and fostering trust, ultimately ensuring personalized, streamlined care experiences for all. Take a listen.

Voice-Based Conversational Interfaces Will Revolutionize EHRs and Enhance Patient Care May 05, 2025

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In this episode, Yaa Kumah-Crystal, MD, MPH, MS, Associate Professor of Biomedical Informatics and Pediatric Endocrinology at Vanderbilt University Medical Center (VUMC), discusses the potential of AI and voice technology in improving patient care and medical education. She also explores the challenges of interoperability and the potential for more at-home care and patient insights.

Dr. Kumah-Crystal talks about the evolution of Electronic Health Records (EHRs) and outlines three phases of EHR development: paper-based, classic digital entry, and the current generative AI era. She highlights significant advancements in ambient documentation workflows, which allow clinicians—especially in pediatrics, where communication is nuanced—to focus more on patients while AI handles note-taking. She shares her vision for fully integrated, voice-based conversational interfaces in EHRs that enhance both clinician satisfaction and patient engagement. Drawing from her experience as a pediatric endocrinologist and her work with Epic as the EHR vendor, she discusses implementing new workflows like Ambience and exploring additional patient communication methods.

Dr. Kumah-Crystal also emphasizes the importance of pilot testing, clearly defined ROI metrics, and close collaboration with vendors to drive innovation. She believes AI will be a critical enabler for better outcomes in pediatric care and beyond.

The Right AI Use Case Starts with Knowing Your Data and Your Workflows Apr 28, 2025

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In this episode, Dr. Keith Morse, Clinical Associate Professor of Pediatrics & Medical Director of Clinical Informatics – Enterprise AI at Stanford Children’s Health, shares real-world applications and future visions for generative AI (GenAI) in pediatric care. The discussion highlights how LLMs are being practically integrated into clinical workflows, reducing clinician burden and enhancing hospital operations.

Dr. Morse emphasizes the importance of upskilling the workforce to fully leverage AI’s potential. With limited prior exposure to tools like LLMs, clinicians and administrative staff need hands-on training. Stanford has launched initiatives including a PHI-compliant internal chatbot, prompt engineering workshops, and engaging frontline staff in pilot projects to build confidence and competence across roles.

Dr. Morse sees immense promise in technologies like ambient listening and agentic AI but stresses the need for cautious adoption. In the absence of comprehensive regulation, healthcare systems must take ownership of AI oversight to ensure safety and mitigate risk. He emphasizes the importance of balancing innovation with responsibility, especially in the sensitive context of pediatric care. Take a listen.

Ambient Tech Eases Documentation, Restoring Joy by Letting Clinicians Focus on Patients. Apr 16, 2025

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In this episode, Angelo Milazzo, MD, MBA, Chief Medical Officer at Duke Health Integrated Practice discusses the implementation of AI technology in healthcare, focusing on its potential to improve clinical documentation and patient communication.

Dr. Milazzo examines the benefits and challenges of adopting AI systems, including their impact on clinician satisfaction, work-life balance, and overall healthcare efficiency. The conversation also explores value-based care models, the importance of responsible AI implementation, and the emerging role of Agentic AI—the next big wave in GenAI—in redefining administrative work. He also emphasizes how thoughtful stewardship and strong clinical-technological partnerships can help create a future of abundance in healthcare.

Angelo discusses the implementation of a natural language processing algorithm to filter and generate clinical documentation at the point of care. He highlights the success of this technology in various health systems and emphasized its integration with the Electronic Health Record (EHR) system. Take a listen.

Healthcare Is in a Perfect Storm: Technology Is the Only Way to Close the Supply-Demand Gap Apr 07, 2025

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In this episode, Dwight Raum, EVP and Chief Digital Information Officer at Rochester Regional Health discusses his role at Rochester, organization’s digital landscape, generative AI initiatives, and efforts to optimize care delivery safely and efficiently.

Dwight highlights various initiatives and technologies being implemented at Rochester Regional Health, including the use of AI for call routing, and a digital front door that enhances web experiences and provides virtual care access within hours. He also talks about the creation of a Center of Excellence for AI and the role of AI in nurse scheduling.

Dwight emphasizes the importance of maintaining a human element in healthcare technology, expressing optimism about AI’s role in improving patient care. Take a listen!

Digital Relationship Management is Bridging Operations, Technology, and Patient-Centered Care. Mar 27, 2025

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In this episode, Sophy Lu, Digital Integration and Business Relations at Northwell Health, discusses her journey into the healthcare industry and Northwell Health’s digital transformation journey.

Sophy states that the foundation of their digital transformation began with simplifying the ecosystem and strategically selecting key functions – cloud, data platforms, and EHR – to drive efficiency. She highlights the emergence of digital relationship management as a critical discipline, ensuring a seamless connection between operations, technology, and patient care.

Sophy also discusses how Northwell is leveraging AI and generative AI in imaging, precision medicine, and other areas of innovation. Additionally, Sophy introduces Northwell’s AI Hub, a dedicated interface designed to empower their workforce with AI-driven capabilities. Take a listen.

As AI Proves Its Value in Improving Care Delivery, Widespread Adoption Will Come. Mar 17, 2025

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In this episode, Sowmya Viswanathan, MD, MHCH, MBA, FACP, Chief Physician Executive of BayCare Health System shares her healthcare journey and insights on the evolving role of physician executives in health systems.

Dr. Viswanathan discusses BayCare’s digital initiatives, including EMRs, telehealth, RPM, AI, data platforms, interoperability, and cybersecurity. She also explores the impact of AI in healthcare, particularly in assisting doctors and nurses with patient interactions – ensuring that key details from conversations are captured accurately. She expresses her fascination with AI and Generative AI and their ability to aggregate and utilize data effectively to enhance patient care.

While AI represents the next generation of transformation, Dr. Viswanathan stresses the need for responsible adoption to mitigate risks and build trust. She believes AI-driven tools, like ChatGPT, has the ability to support clinicians and drive better patient outcomes. She also states that as healthcare embraces technology and as AI proves its value in improving care delivery, widespread adoption will come. Take a listen.

While There Should be Zero Tolerance for Failure, Embrace Experimentation to Drive Innovation. Mar 03, 2025

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The Patient Will See Us Now: Rethinking Virtual Care Feb 18, 2025

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