Patty Hayward focuses on at least three technologies in Himss25: cloud strategies that will free themselves from local restrictions, agency artificial intelligence, which automates convoluted flows of work without dedicated programmers, as well as contact centers driven by AI, which transform patients’ involvement and operations.
Hayward is the general director of health care and natural sciences in Talkdesk. The company, at the 5054 stand at Himss25, is a cloud native supplier, an agent platform for the experience of patients with patients to access patients, a cycle of revenues and Contact Center operations.
She will talk to Himss25 during a session entitled “Transforming the Contact Center with the Cost Center for the Driver”, on Tuesday, 4 March, at 16:10 at Himss Hall Hall, Venetian Expo, level 2, Hall A 3872. She will talk to Don Courville, Vice President and CTO in Edged Heralthcare, and Jeff. Sturman and vice president of the Vice President for Memorial Healthcare.
We talked to Hayward to get a low level of her view on gigantic technologies in Himss25, her main message for participants and much more.
Q: What do you want HimsS25 participants in Himss25? What is your message?
AND. In today’s uncertain environment – in which policy changes can change the reimbursement and financial pressure increases – healthcare systems must accept innovations to remain balanced. At the same time, when organizations remain cautious in the field of clinical progress, they cannot afford to allow the inefficiency of surgical exhaustion of resources or hindering access to the patient.
Legacy, local infrastructure, stops many healthcare systems, limiting the admission of AI, slowing down work flows and growing costs. The transition to the cloud with a strategic transformation plan ensures scalability, interoperability and automation based on AI needed to escalate patient access efficiency, revenue cycle and operations of the contact center-ear center, which may have a huge financial and operational impact after modernization.
We lend a hand health care systems to transform their contact centers from cost centers into strategic assets, using AI agents, automation and cloud flexibility. In this environment, it is not an option-organization that invest in a cloud, AI powered strategies will be those that will develop.
Q: What are the few gigantic technologies in the entire Himss25 and why do you think they are significant?
AND. Many healthcare organizations stop in their digital transformation due to fully depreciated local-investment systems that once made sense, but now limit innovation and scalability. The primary approach in the cloud is no longer only an IT decision-it is a strategic need to improve performance, reduce costs and improve patients’ experiences and staff.
AI is evolving, apart from basic automation and intent systems to AI, enabling health care organizations automation of multi -stage decision -making processes without the requirement of dedicated coders. This is particularly valuable for a cycle of revenues, access to patients and contact centers in which manual inefficiency increases costs.
Thanks to the automation of processes, such as the processing of claims, previous permits and schedule, Agentic AI reduces administrative burdens, improves financial results and allows organizations to be more effective in scale.
Cloud -based contact centers powered by artificial intelligence transform the way health care organizations manage patients’ interactions. Unlike local systems, which have difficulty scaling and integration, cloud native systems allow omnichannel communication, AI automation and trouble -free EHR communication.
This allows organizations to reduce the waiting time, automate routine queries and improve financial planning and assistance, transforming the contact center from the cost center into a strategic resource for patients’ involvement and revenue generation.
AI is just as effective as his ability to work within the EHR work flows and revenue cycle. This year, the pressure is placed on interoperability-assuming that AI powered automation is directly embedded in processes, billing and operational in order to reduce administrative complexity and improve performance. AI systems in the cloud make this integration more sleek than ever, enabling real -time automation and making decisions based on data throughout the organization.
Q: What advice do you offer CIO and other IT leaders and employees on the show floor?
AND. AI’s conversation in health care has changed from “if” to “how” and CIO must lead in strategic AI to work flows, not twisted as reflection. While early AI applications focused on basic automation, Agentic AI now allows organizations to automate more convoluted tasks without the need for dedicated programmers to build and maintain AI models.
This is particularly valuable for non-clinical support departments-as as a cycle of revenues, patients’ access and planning-where AI can escalate efficiency, improve accuracy and ensure measurable financial and operational impact.
AI is now everywhere and not all systems are equal. With such a gigantic number of noise, CIO must make sure that they cooperate with suppliers who have a deep healthcare experience and established partnerships with EHR suppliers in order to ensure interoperability.
AI systems that operate in silos cause greater complexity than solving real problems. You should focus on trouble -free integration in the revenue cycle, patient involvement and operational work flows to escalate efficiency without adding friction.
Traditionally seen as a cost center, Contact Center is one of the most unused assets in healthcare. Thanks to the AI automation and EHR integration, organizations can transform patients’ access, schedule, earlier authorization and financial advice into value generating functions.
The modernized contact center not only receives connections – it improves operations, reduces the bottlenecks and improves the patient’s experience, directing them towards the next best action. Starting from support departments, which have a direct impact on revenues and efficiency, CIO can demonstrate an immediate return on investment, at the same time laid a basis for a wider AI acceptance.
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