Can AI really replace front desk staff… or even enhance the patient journey from the first call to discharge?

In this episode, Dave Kittle and Jerry Durham dive deep into how artificial intelligence is being applied in healthcare today and what it could look like tomorrow. From AI agents scheduling appointments to training bots helping front desk staff role-play tough calls, this is a forward-thinking yet grounded conversation on balancing efficiency with empathy in the clinic.

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EPISODE BREAKDOWN

[00:54] – Guest intro: Jerry Durham’s role in patient-first practice

[01:19] – Where AI is already showing up in healthcare

[02:59] – Sales calls, front desk, and the human-AI handoff

[04:21] – Real ways to start implementing AI now

[06:19] – Limitations, resistance, and the real-world friction

[08:13] – AI agents + the patient interaction experience

[10:21] – Can AI support growth without losing connection?

[14:28] – After-hours, overflow, and offloading front desk tasks

[17:48] – What AI can (and can’t) do for customer satisfaction

[27:14] – The future of AI in care: what’s coming

[28:12] – Mapping the full patient journey with AI’s help

[29:01] – Getting your whole team aligned on the process

[29:50] – Training and onboarding: where most clinics fall short

[30:06] – Automation vs. human systems: finding the balance

[33:21] – Why do you still need some manual human moments

[37:40] – Engagement scripts, role-playing, and belief systems

[41:52] – What AI tech is real vs. just hype

[46:26] – Case studies, real tools, and what’s working now

[50:30] – Final thoughts: thoughtful AI, not lazy shortcuts

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Want to Connect with Dave?

Book a strategy call:

https://clarity.fm/davekittle/expertise/physical-therapy-merger-acquisitions-valuations-healthcare-marketing-sales

Thinking of selling your practice or partnering?

https://www.fieldmakergroup.com

Connect with Dave:

Email: [email protected]

Instagram: @davekittle https://www.instagram.com/davekittle/

LinkedIn: https://www.linkedin.com/in/davekittle/

or

Call (646)-781-8884

Connect with Jerry Durham:

Instagram: https://www.instagram.com/jerrydurham_/

LinkedIn:https://www.linkedin.com/in/jerry-durham-5383711/

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