The Beat

In this episode, they discuss:

• Building consumer trust in generative AI is essential for its success in health care.
• Deloitte plays a significant role in the health care sector, serving various stakeholders.
• A majority of consumers believe generative AI can reduce wait times and costs.
• Skepticism towards generative AI has increased among consumers over the past year.
• Distrust in AI tools is linked to concerns about bias and privacy.
• Health care data is a high-value target for cyber adversaries.
• Generative AI can enhance the patient-physician relationship if used correctly.
• Transparency and ethics are crucial in the deployment of generative AI.
• Healthcare organizations must educate both patients and clinicians about AI.
• Deloitte assists organizations in navigating the complexities of AI implementation. 

Learn more about Deloittes research here : 

Building and maintaining health care consumers’ trust in generative AI

https://www2.deloitte.com/us/en/insights/industry/health-care/consumer-trust-in-health-care-generative-ai.html

A little about Jen:

Jen Sullivan, Principal, Deloitte & Touche LLP, is a seasoned and innovative cyber strategy leader with 28 years of experience in technology and cybersecurity, with 24 years of deep focus in life sciences and health care. Her technical infrastructure background has expanded throughout her tenure to a range of security areas including cyber strategy, threat detection and response, data protection and privacy, regulatory compliance, and technical resiliency. Jen serves some of the industry’s largest and most complex clients and leads Deloitte’s Cyber Strategy and Transformation practice. Beyond client service, she has held pivotal leadership roles in talent and business transformation and has a deep passion around health equity. Jen serves on Deloitte’s Cyber executive leadership team, is a leader in Women in Cyber and is the Advisory Life Sciences & Health Care Generative AI leader.

In today’s episode, Sandy sits down with Dr. Dipul Patadia, MD, Senior Director, and Industry Advisor at Salesforce. Together, they explore how Salesforce is shaping the future of healthcare through Agentforce, an innovative AI tool designed to streamline healthcare processes and improve customer care.

As AI-powered agents become an everyday part of healthcare, Dr. Patadia addresses common concerns around their implementation for administrative tasks. He also shares insights into how Agentforce ensures smooth operations while maintaining essential safeguards for patient care.

• How Salesforce ensures safe use of AI agents with human oversight in healthcare
• Autonomous AI agents vs. assistive agents: How Salesforce is revolutionizing digital healthcare support
• Leveraging Salesforce’s AI expertise to create the most effective agents for healthcare
• The story behind Einstein: how Salesforce’s AI can transform healthcare operations

Dr. Patadia is a practicing emergency medicine physician. He serves as the Head of Health System Strategy and Innovation at Salesforce where he aids in contextualizing health systems’ needs with new and existing technology capabilities. Before joining Salesforce, Dr. Patadia came from Ascension and Advocate Health where he served as a Chief Medical Officer, leading clinical initiatives, and operations for two of its high-acuity hospitals. He has been instrumental in facilitating digital transformation, growing specialty service lines, improving quality outcomes, and designing innovative value-based care strategies.

In this episode, Sandy Vance speaks to Joseph Hernandez, VP of Channel Sales at BluIP, and Vivek Kuppuswamy, Principal Produce Manager at BluIP. They explore how BluIP’s Conversational AI and Virtual Agent solutions revolutionize healthcare workflows by automating patient interactions, streamlining appointment scheduling, and enhancing the patient experience. They also discuss how AI-driven communication reduces administrative burden, improves operational efficiency, and enables healthcare providers to move past organizational tasks and focus on delivering quality care.

Episode Notes

Beginning with a look at the history of automation in healthcare, Joseph and Vivek explain that the concept behind BluIP’s Conversational AI is not new; it fills a similar role to an automated voice menu. However, BluIP’s Conversational AI does not require callers to use specific language to understand their requests. It can also pick up on context and learn from new interactions. This technology helps to address populations who do not use apps like MyChart and want to interact with someone over the phone while streamlining workflows and reducing churn. Additionally, Joseph, Vivek, and Sandy discuss the future of AI at BlueIP and in health care in general.

In this episode, they discuss:

• How AI is transforming the patient experience
• The opportunities that conversational AI is creating for healthcare providers
• The primary use-cases for BluIP’s Conversational AI in the healthcare space
• How BlueIP works with organizations to integrate conversational AI to meet their individual needs
• The advances in virtual agent technology that solve for patient populations who want to interact over the phone
• The ROI for Conversational AI, which consists of a combination of tangible returns and a less tangible opportunity cost
• How Conversational AI reduces churn, increases patient satisfaction, and increases staff satisfaction
• The future of Conversational AI in healthcare communications
• BluIP’s continued efforts to innovate, including reducing implementation timelines and low-code applications

A little about Joseph and Vivek:

Joseph Hernandez is a patient satisfaction advocate and technologist who specializes in conversational Artificial Intelligence and optimizing healthcare workflows. With a deep understanding of both digital channel contact centers and healthcare technologies, he designs patient-centered healthcare solutions for national health systems and community health centers. Drawing on his experience and understanding of the relationships between payers, providers, patients, and population health initiatives, Joseph helps customers optimize their current technology and adopt innovative solutions for the evolving healthcare landscape.

Joseph is also an executive member of several healthcare organizations with a charter to close the gap in healthcare disparities and introduce technologies that lead to better patient outcomes; acting as a conduit between healthcare professionals and national healthcare organizations. At BluIP, Joseph is the VP of Channel Sales; matching clients with BluIP’s solutions.

Vivek is a Principal Product Manager at BluIP, and is driving the growth of BluIP’s AI product portfolio. Prior to working at BluIP, Vivek spent 14 years building enterprise-grade SaaS products, with expertise in entertainment, CPG, and high-tech industries.

About Marisa Cruz:

Dr. Marisa Cruz is the Vice President of Global Digital Medicine at AMGEN, a renowned global biotechnology company. An endocrinologist and internist, she continues to practice medicine at UCSF, bringing a clinical perspective to her work in digital health. Dr. Cruz oversees AMGEN’s digital health strategy, focusing on harnessing data and technology to improve patient outcomes and bridge healthcare accessibility gaps.

Things You’ll Learn:

• AMGEN is driving innovation in digital health with initiatives like the LATTICE Consortium, aiming to reduce cardiovascular incidents by 50%.
• AI and machine learning are playing a crucial role in improving clinical trial diversity and accessibility.
• Emerging digital health trends, including implementation science and patient-centered care, are reshaping the future of healthcare.
• AMGEN’s patient engagement platform, PARC, empowers patients to actively participate in their own healthcare journey.

Resources:

• Connect with and follow Marisa Cruz on LinkedIn.
• Follow Amgen on LinkedIn and visit their website.
• Explore Amgen PARC website
• Discover the LATTICE Consortium website. 

In today’s episode, Sandy sits down with Dr. Dipul Patadia, MD, Senior Director, and Industry Advisor at Salesforce. Together, they explore how Salesforce is shaping the future of healthcare through Agentforce, an innovative AI tool designed to streamline healthcare processes and improve customer care.

As AI-powered agents become an everyday part of healthcare, Dr. Patadia addresses common concerns around their implementation for administrative tasks. He also shares insights into how Agentforce ensures smooth operations while maintaining essential safeguards for patient care.

• How Salesforce ensures safe use of AI agents with human oversight in healthcare
• Autonomous AI agents vs. assistive agents: How Salesforce is revolutionizing digital healthcare support
• Leveraging Salesforce’s AI expertise to create the most effective agents for healthcare
• The story behind Einstein: how Salesforce’s AI can transform healthcare operations

Dr. Patadia is a practicing emergency medicine physician. He serves as the Head of Health System Strategy and Innovation at Salesforce where he aids in contextualizing health systems’ needs with new and existing technology capabilities. Before joining Salesforce, Dr. Patadia came from Ascension and Advocate Health where he served as a Chief Medical Officer, leading clinical initiatives, and operations for two of its high-acuity hospitals. He has been instrumental in facilitating digital transformation, growing specialty service lines, improving quality outcomes, and designing innovative value-based care strategies.

About Kevin Mahoney:

Kevin B. Mahoney is the Chief Executive Officer of the University of Pennsylvania Health System, a cornerstone of Penn Medicine. Overseeing six hospitals, 13 multispecialty centers, and numerous outpatient facilities across Pennsylvania, Delaware, and New Jersey, he leads efforts to advance patient care, medical education, and research. Since joining Penn Medicine in 1996, Mahoney has held key leadership roles, becoming CEO in 2019. He has spearheaded major initiatives, including the development of the 1.5-million-square-foot Pavilion and the integration of Penn Medicine’s electronic health records system. A champion of health equity, he established a partnership with Wharton to invest in businesses addressing social determinants of health. Recognized among the most influential figures in healthcare, Mahoney holds an MBA and doctorate from Temple University.

Things You’ll Learn:

• The healthcare field faces a critical talent shortage due to retiring baby boomers and a smaller subsequent generation demanding innovative solutions. 
• Cultural shifts are crucial to attracting talent to science and medicine, emphasizing the nobility of healthcare professions over purely financial incentives.
• Healthcare organizations must remain agile and adaptable, embracing new regulations and technological advancements while staying focused on what matters most: patient care.
• Artificial intelligence is a crucial tool for achieving precision medicine, enabling proactive healthcare interventions based on individual patient profiles.
• By repairing systems and improving clinical outcomes, healthcare systems can find ways to continue improving the landscape.

Resources:

• Connect with and follow Kevin Mahoney on LinkedIn.
• Discover more about Penn Medicine’s University of Pennsylvania Health System on their LinkedIn and website.

About Sasha Tyndale:

Sasha Tyndale is a seasoned leader in the pharmaceutical industry with over 20 years of experience spanning oncology, immunology, neuroscience, and more. As Director of Diversity and Patient Inclusion at AbbVie, she drives patient-centric strategies and innovative clinical operations. With expertise in precision medicine and personalized healthcare, she collaborates cross-functionally to enhance patient engagement and future-proof organizations. Previously, she held key roles at PAREXEL and Johnson & Johnson, specializing in strategic patient recruitment and clinical innovation. Sasha holds a Master’s and Bachelor’s degree in English Literature from Rutgers University. Passionate about advancing equitable healthcare, she is committed to transforming research and improving patient outcomes.

Things You’ll Learn:

• AbbVie is making clinical trials more inclusive by ensuring they represent diverse populations affected by the diseases being studied.
• Through programs like ADMIRE, AbbVie is expanding research access by involving underrepresented healthcare providers in clinical research.
• AbbVie is simplifying participation in clinical trials by making study materials clearer and designing studies that minimize patient burden.
• Patient voices are essential in humanizing research, providing valuable insights into real-life disease challenges, and encouraging greater participation in clinical trials.
• AbbVie is taking bold action to challenge traditional research practices, collaborate with community partners, and improve healthcare access and representation.
• Educating individuals about clinical trials empowers communities to make informed decisions about participation in medical research.

Resources:

• Connect with and follow Sasha Tyndale on LinkedIn.
• Discover more about AbbVie on their LinkedIn and website.
• Sign up for the ADMIRE program here.
• If you are considering participating in AbbVie’s clinical research program, click here.

About Dr. Karin Tollefson:

Dr. Karin Tollefson is a highly accomplished pharmaceutical executive with over 30 years of experience dedicated to advancing cancer care. Currently serving as Chief Oncology Medical Officer at Pfizer, she leads the Oncology Global and US Medical Affairs Division. Before joining Pfizer in 2023, Dr. Tollefson held the role of Senior Vice President and Head of Global Medical Affairs at Seagen Inc., where she successfully launched three practice-changing medicines and built a global medical affairs organization. Her extensive career includes significant tenure at Eli Lilly and Company, where she held various leadership roles in clinical operations, development, and medical affairs. Throughout her career, she has contributed to the launch of eight new medicines, impacting patient care across multiple tumor types and therapeutic areas. Dr. Tollefson is an Independent Director on the Board for Verastem Oncology, and has also served on the boards of the American Lung Association and the Leukemia and Lymphoma Society. She is a 2024 Healthcare Businesswomen's Association Luminary Award recipient, and is a strong advocate for women in the oncology field, being a sponsor of both the Oncology Women’s Network and the Pfizer Butterfly Community at Pfizer. She holds a Doctorate of Pharmacy from the University of Kansas and completed her undergraduate studies at Kansas State University.

Things You’ll Learn:

• The incidence of cancer in people under 50 has increased by 79% since 1990, marking a significant and alarming trend that needs immediate attention, especially with colorectal cancer now the leading cause of cancer death in men and second in women younger than 50 years. 
• Western lifestyle factors such as poor diet, obesity, sedentary behavior, and exposure to toxins are likely significant contributors to the rise of early-onset cancers, suggesting that shifts in lifestyle and public health initiatives could impact cancer rates.
• Younger cancer patients are often diagnosed at later stages due to a lack of preventative care and symptoms being easily dismissed.
• Increased screening accessibility is crucial for early detection and prevention. This includes molecular testing and colonoscopies, which offer the opportunity to remove precancerous polyps, preventing them from developing into something more serious.
• The battle against cancer requires collaborative efforts between healthcare providers, academic institutions, industry partners, and advocacy organizations. This is not just one organization's fight; collaborative efforts must continue.

Resources:

• Follow Dr. Karin Tollefson, Chief Oncology Medical Officer at Pfizer, on LinkedIn.
• Discover more about Pfizer on their LinkedIn and website.
• Read more on Pfizer in Oncology here. 

Patient Resources/Advocacy Links:

• Explore This Is Living With Cancer’s Advocacy Support’s website.
• Visit the Global Colorectal Cancer Alliance’s website here. (Pfizer was one of their sponsors)
• Learn more about the transformative work CancerCare is doing.
• Find CancerCare’s guide on Biomarker Testing here.
• Read the best practices for Biomarker Testing Coverage here. (Pfizer had input and was a sponsor)
• Get AONN Biomarker Navigation here. For the Precision Medicine Toolkit, look here.
• Empower yourself or your patients with essential navigation resources–a site co-created with AONN, to find materials on breast, prostate, health equity, geriatric, and more. (Patient navigators can download and share educational tools for enhanced support.)
• Deepen your understanding of prostate cancer here. 

About Kimbery Powlell:

Kimberly Powell is the Vice President of Healthcare at NVIDIA, overseeing the global healthcare sector. She leads efforts to advance hardware and software platforms for accelerated computing, AI, and visualization, driving innovation in medical imaging, life sciences, drug discovery, and healthcare analytics. Before this role, Kim managed NVIDIA’s higher education and research initiatives, strategic evangelism programs, NVIDIA AI Labs, and the NVIDIA Inception program. Since joining NVIDIA in 2008, she has been instrumental in positioning NVIDIA GPUs as a foundational technology for medical imaging systems.

Things You’ll Learn:

• Generative AI is transforming surgical procedures by supporting all phases of the process, including pre-operative patient education, real-time surgical guidance, and automatic post-surgical documentation, resulting in safer and more efficient operations.
• Privacy and ethical concerns in healthcare AI are being addressed by embedding models directly into medical devices and introducing reasoning layers to ensure safe, responsible, and ethical operation.
• Ethical safeguards, or "guardrails," are essential for reducing AI-related risks by preventing the system from operating in unsafe or untrustworthy ways.
• AI should be seen as a "digital human" teammate in healthcare, enhancing staff efficiency and productivity while improving care quality.
• Evaluating the ROI of AI requires analyzing its ability to reduce costs from rescheduled surgeries and automate tasks, allowing healthcare staff to focus on patients with the greatest need.

Resources:

• Connect with and follow Kimberly Powell on LinkedIn.
• Discover more about NVIDIA on their LinkedIn and website.

About Dr. Brian Anderson:

Dr. Brian Anderson is a leading voice in health AI as CEO and Co-Founder of the Coalition for Health AI (CHAI), guiding the development of national standards for safe and effective AI in healthcare. Formerly Chief Digital Health Physician at MITRE, he spearheaded crucial research initiatives, including advancements in clinical trials and oncology. An internationally recognized expert, Dr. Anderson speaks frequently on digital health, AI assurance, and interoperability. A Harvard Medical School graduate with an MD (honors) and a BA (cum laude), Dr. Anderson trained at Mass General, practiced at Greater Lawrence Family Health Center, and lives in Boston with his family.

Things You’ll Learn:

• A significant gap exists in the lack of independent labs to evaluate health AI, as these are already standard practice in other sectors with regulated technologies. The proposed national network of certified labs will fill this gap by providing independent assessments of AI models, promoting trust in their use.
• AI model cards are crucial for transparency because they detail the training methodologies and ingredients of AI models. This information helps users, such as physicians, make informed decisions about the tool’s appropriateness for their patients.
• Clinicians need upskilling to critically evaluate AI tools and make informed decisions about their use in patient care.
• Generative AI applications like ambient scribes have the potential to greatly mitigate physician burnout by streamlining administrative tasks. This can give them more time to focus on their patients and improve their work-life balance.
• The creation of quality assurance labs will be a critical first step in AI regulation, helping to bridge the gap between rapidly evolving technology and established safety standards.

Resources:

• Connect with and follow Dr. Brian Anderson on LinkedIn.
• Discover more about Coalition for Health AI (CHAI) on their LinkedIn and website.