8 hours ago
The Low-Hanging Fruit That Can Transform Healthcare Today
Kamal Anand, chief product officer of TeleVox and Mosaicx, part of West Technology Group.
In conversations across the healthcare industry, I see many healthcare leaders rightly focused on AI's long-term potential. But in doing so, they may overlook high-impact automation and digital engagement tools that can improve efficiency, reduce administrative burden and enhance patient experience and outcomes right now.
I believe in the power of automation and AI as augmentation tools. The most effective technologies currently in healthcare aren't designed to take over for humans; they're built to support them. They help care teams focus on what they do best while offloading the repetitive, routine and administrative work that weighs them down.
As a pragmatic product leader, I've seen firsthand that incremental improvements, particularly those powered by responsible AI and automation, can drive real, measurable impact. These smaller wins build confidence, prove ROI and pave the way for more transformative change down the road.
By reframing digital transformation as a process of enhancement rather than disruption, healthcare leaders can unlock value sooner and with less risk. And they don't need to wait for external technology partners or major capital investment to do it. The opportunity lies in optimizing underused capabilities and aligning existing systems around immediate pain points.
Transformation doesn't always mean disruption; it often means prioritization. While disruption focuses on replacing existing processes, true transformation enhances what already works. Many healthcare organizations are stalled by complexity, under-resourced teams or the misconception that meaningful change requires a wholesale overhaul. The result is digital paralysis—a wait-and-see posture that slows progress and sidelines practical improvements.
Leaders often feel pressured to make one big bet on AI or commit to large-scale electronic health record (EHR) upgrades, rather than sequencing more minor improvements that can demonstrate value quickly. However, incremental progress compounds. One study suggests that even a targeted workflow fix—automating a common task or reducing administrative rework—can deliver immediate returns and help teams build the momentum and trust needed to take on more ambitious projects.
There's also a misperception that if a solution isn't revolutionary, it's not worth the investment. But in healthcare, efficiency and access are deeply intertwined. In many cases, existing platforms already contain the capabilities needed to drive meaningful change, provided they're activated and aligned effectively.
Here are three areas healthcare organizations can win by adopting a "start small, scale smart" strategy, without tearing down and replacing existing systems.
Giving patients the ability to manage their care experience—like scheduling, prescription refills or updating forms—can ease administrative burdens and improve satisfaction. However, many health systems still require patients to use a single channel, such as a web portal, which limits adoption. A better approach is to meet patients where they are by offering self-service across channels they already use, including voice, text and online.
Starting small means identifying one high-volume task and then piloting automation with clear feedback loops. Use existing tools where possible and ensure staff workflows evolve alongside tech so that value isn't lost to confusion or duplication.
Referrals to specialists often involve manual outreach, missed calls and follow-up delays. For large systems, only a minority of referrals, as low as 34.8%, turn into appointments. That's lost revenue—and worse, delayed care.
One way to begin automating this flow is by building logic into your existing customer relationship management (CRM) system that triggers outreach once a referral is made. Let patients schedule through secure text, voice or online systems, and use reminders to reduce no-shows. Even partial automation can reduce leakage and free up scheduling staff. The key is to avoid changing everything at once. Focus on one specialty or location and scale from there.
Conversational AI tools have evolved far beyond basic chatbots. Today's AI-powered messaging systems can do more than help answer questions—they can provide educational resources and help patients navigate their care journeys. These systems scale communication efforts while preserving the human touch. For example, a conversational AI system might guide a patient through pre-visit instructions, post-discharge care or insurance questions, only escalating to a live agent when needed.
The study mentioned above indicates that AI-powered chatbots help reduce healthcare providers' workloads, allowing them to concentrate on more complicated cases that require their expertise. These tools minimize call center strain, improve response times and keep patients engaged throughout the care continuum by handling routine inquiries and providing around-the-clock support.
Organizations don't need to build from scratch to get started. Many can pilot AI-powered messaging by extending their current patient communication platforms or integrating with existing CRM systems. A small-scale rollout, such as AI for pre-visit preparation or post-discharge follow-up, can help teams test effectiveness, gather feedback and gradually expand based on need and performance.
Generative and agentic AI may be stealing the spotlight, but it's not the only form of intelligent technology delivering value in healthcare today. Leaders don't need to start with the most advanced capabilities to move the needle. Beginning with smaller, manageable steps sets the stage for faster adoption, clearer ROI and more substantial team alignment.
Getting started doesn't require major system upgrades. Many teams already have the infrastructure they need to begin automating routine workflows, whether it's appointment reminders, referral scheduling or billing notifications. The key is to take a realistic inventory of current platforms, identify friction points and apply automation where it can quickly relieve pressure.
Internal alignment matters just as much as the tech stack. Teams should be looped in early, with clear expectations around what automation will do and how it fits into their day-to-day responsibilities. Focus on projects that improve staff workflows, not just patient-facing touchpoints. Small efficiency wins—like reducing phone traffic or eliminating redundant data entry—can deliver measurable time savings and morale boosts.
Ultimately, digital transformation doesn't have to feel disruptive. With the proper framing, small-scale automation projects become a proving ground for larger innovation. They help teams build confidence, develop governance practices and scale what works.
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