Implementing AI In The Healthcare Industry - Neal Sample - Conversations That Matter - Episode #35

Conversations That Matter, a podcast from Uniphore

While AI has a plethora of opportunities in the healthcare industry, it is no miracle cure. When implemented correctly, AI and Automation can find invaluable insights that make measurable impacts on real lives. Today’s guest is Neal Sample, a former CIO at both Northwestern Mutual and Express Scripts. Neal joins Randy Ksar this week to discuss how AI can uncover patient roadblocks to receiving the proper healthcare outcomes, dive into Neal’s experiences at express scripts, and explore the idea of leading with H.E.A.R.T.

Takeaways:

• AI’s role in healthcare is often inaccurately perceived as a panacea. In reality, implementing it is a challenge requiring the right people, the right tools, and the correct hypothesis.
• A good leader leads with H.E.A.R.T. (Humility, Empathy, Adaptability, Resilience, and Transparency). Leading with those five things enhances your ability to lead, strengthens team output, and decreases burnout.
• Having the best solutions in the world doesn't mean anything if co-workers avoid working with you. Collaboration is just as important of a skill as problem-solving.
• When it comes to experimenting and trying new solutions in the healthcare industry, it’s important to realize that you are affecting real human beings, not just data on a graph.
• While individuals have been quick to adopt AI and automation insights in their personal healthcare, the physician side of the equation has remained slow to adapt to new technologies
• Overcoming individual comfort levels is a big hurdle for implementing AI and automation into the healthcare industry. Some individuals will be quite comfortable, while others refuse to speak to an automated operator.
• Fitness trackers offer a unique opportunity to utilize AI as the metrics tracked by these devices are noninvasive and provide valuable insights into someone's health.

Quote of the Show:

• “Learning the difference between being right and being effective, and bringing together some of those empathetic leadership aspects has really sort of changed the game for me.” - Neal Sample

Links:

• Twitter: https://twitter.com/nsample?lang=en
• LinkedIn: https://www.linkedin.com/in/nealsample/

Ways to Tune In:

• Apple Podcast: https://podcasts.apple.com/us/podcast/conversations-that-matter-podcast-for-contact-center/id1525650658
• Spotify: https://open.spotify.com/show/6Xx9G8w6bntQayIpbkgxc5?si=cNeVuJicSHagsftlpL8-tg
• Google Podcast: https://podcasts.google.com/feed/aHR0cHM6Ly9jb252ZXJzYXRpb25zdGhhdG1hdHRlcnBvZGNhc3QubGlic3luLmNvbS9yc3M