The Practice and Potential of AI for Healthcare Marketers

Artificial Intelligence is swiftly becoming a game-changer in healthcare, but is it truly ready to transform the patient experience? The healthcare industry is buzzing about AI revolutionizing patient care, cost reduction, and efficiency. However, with much of the technology still labeled as potential, many wonder how much AI has impacted the consumer and patient experience. Could the fusion of technology and empathy be within our grasp?

Alan Shoebridge is the Associate Vice President of National Communication at Providence, leading a diverse, multistate communications team. With years of experience driving digital innovation in enhancing patient care, he delves into the journey of AI—from a potential concept to a practical tool reshaping patient and consumer experiences. Providence has been at the forefront of adopting AI, working under the radar to develop, test, and implement AI-based solutions for over five years. From AI-assisted referral systems to scheduling, communication, and governance structures, Alan discusses the nuanced roles AI plays in augmenting the capabilities of healthcare professionals. He shares insights from Providence's experience, revealing how AI models assist with creating a smoother operational flow and improving interaction touchpoints for patients across the care continuum, making them a crucial and beneficial part of healthcare's future.

In this episode of For the Better, Ben Cash hosts Alan Shoebridge, the Associate Vice President of National Communication at Providence, to explore how AI is transforming the healthcare industry. They discuss technology’s role in augmenting workflows and enhancing connections between patients and providers, Providence’s comprehensive AI roadmap, the critical role of governance in AI implementation, and Alan’s approach to staying updated on AI developments.

Here’s a glimpse of what you’ll learn:

[1:22] Alan Shoebridge highlights how Providence has pioneered AI in healthcare
[3:05] The role of AI in enhancing empathy throughout the patient care journey
[4:49] How AI can augment the responsibilities of healthcare professionals
[6:38] AI applications in patient scheduling, referrals, and communications
[8:30] The use of proprietary AI tools to streamline workflows at Providence
[10:27] The critical role of governance in AI implementation strategies
[13:13] How a comprehensive roadmap ensures ethical AI deployment

Resources mentioned in this episode:

Quotable Moments:

"AI's got a real potential to make the process smoother, so we try to ease the way for our patients."
"It's not replacing people but helping make the experience a little better, a little faster, and a little smoother."
"We have some AI tools that are assisting our clinicians with going through their message queues and inboxes and easing the way so things are smoother."
"My advice for organizations that don't have a robust AI governance process is to really think about that."
"Try it out; the only way to learn is to try it out."

Action Steps:

Educate yourself about current AI applications in healthcare; staying informed helps recognize opportunities for tech integration.
Explore AI tools that can assist with administrative tasks, as this can save significant time for healthcare professionals.
Foster interdepartmental collaboration to ensure the ethical use of AI in healthcare and contribute to a transparent AI governance framework.
Engage with thought leaders and peers through platforms like LinkedIn to share insights and learn from others' AI experiences.
Actively seek feedback from clinicians and patients on AI-augmented experiences to constantly refine and improve the human-AI interaction in healthcare.

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