Latest / Becker’s Healthcare Digital Health + Health IT / Crystal Broj, CPDHTS, Enterprise Chief Digital Transformation Officer, Medical University of South Carolina

Transcript

Crystal Broj, CPDHTS, Enterprise Chief Digital Transformation Officer, Medical University of South Carolina · Becker’s Healthcare Digital Health + Health IT

• 0:02
  - Every health system executive right now is being
• 0:04
  - asked to do something that has no useful
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  - precedent,
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  - make durable technology decisions in an environment that
• 0:10
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• 0:13
  - The pace isn't slowing,
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  - the vendor landscape isn't getting simpler, and the
• 0:17
  - cost of missteps
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  - keeps rising.
• 0:19
  - Becker's eleventh annual IT and Revenue Cycle Conference,
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  - The Future of AI and Digital Health, exists
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  - built around the questions leaders are actually wrestling
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  - with.
• 0:37
  - How to scale AI responsibly,
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  - how to protect increasingly complex systems,
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  - revenue cycle, and how to make tech investments
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• 0:55
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  - by clicking on the events tab in the
• 0:59
  - upper right.
• 1:00
  - This is Laura Dirda with the Becker's Healthcare
• 1:03
  - podcast. I'm thrilled today to be joined by
• 1:05
  - Crystal Broy,
• 1:06
  - enterprise chief digital transformation officer at Medical University
• 1:09
  - of South Carolina. Crystal, it's a pleasure to
• 1:11
  - have you on the podcast today.
• 1:13
  - I'm excited to talk to you. Always a
• 1:15
  - pleasure.
• 1:15
  - Excellent. And, you know, I'm excited for our
• 1:19
  - conversation
• 1:19
  - because,
• 1:21
  - really, you know, you're doing some very innovative
• 1:23
  - things at Medical University of South Carolina.
• 1:25
  - It's cool to hear about everything that is
• 1:27
  - going on with technology, AI, virtual care, and
• 1:30
  - more. But then, you know, I'm excited to
• 1:32
  - get your perspective on the future as well.
• 1:34
  - But before we dig in, can you tell
• 1:35
  - us a little bit more about yourself and
• 1:37
  - MUSC?
• 1:38
  - Yeah. Absolutely. I'm, going on year four by
• 1:41
  - the time, we get to conference this year.
• 1:44
  - And I lead digital transformation across the health
• 1:46
  - system, university, and research enterprise.
• 1:48
  - My team focuses on transforming health care through
• 1:50
  - innovative digital tools that improve access, reduce friction,
• 1:54
  - and create a better experience for both our
• 1:56
  - patient and care teams.
• 1:58
  - Our work kinda goes through AI and automation,
• 2:02
  - voice and chat
• 2:03
  - technologies, a lot of digital patient access and
• 2:06
  - smart scheduling,
• 2:07
  - some workflow redesign, care gap outreach.
• 2:11
  - We're all trying to hit our mission.
• 2:13
  - You and I talked about this before. Our
• 2:15
  - broader mission is really ambitious. We wanna become
• 2:18
  - one of the top 20 health systems in
• 2:20
  - the country, and we wanna help South Carolina
• 2:22
  - become the top 20 state in health outcomes.
• 2:25
  - And we consider digital transformation as an enabler
• 2:28
  - for that.
• 2:29
  - I love that. I think it's so important
• 2:31
  - to be able to have that mission,
• 2:34
  - in a really big mission, but one that's
• 2:36
  - so important and imperative for the health of
• 2:38
  - your community.
• 2:39
  - Now could you tell me a little bit
• 2:41
  - more from your perspective, what are some of
• 2:43
  - the most powerful forces that are shaping digital
• 2:45
  - health and IT,
• 2:47
  - within MUSC?
• 2:48
  - How do you anticipate those will continue evolving,
• 2:51
  - and what are you seeing today?
• 2:53
  - I think that's a great question. I think
• 2:55
  - the biggest force is,
• 2:57
  - a shift from isolated digital tools into connected
• 3:01
  - enterprise wide platforms.
• 3:03
  - I think we're starting to look at
• 3:05
  - what instead of what technology should we buy,
• 3:07
  - but how do we orchestrate workflows, data,
• 3:10
  - AI, and human teams to work together and
• 3:13
  - make that really seamless. And I think there's,
• 3:15
  - like, three things that help us do that
• 3:16
  - right now. AI is really moving
• 3:20
  - from experimentation
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  - to where we're starting to operationalize where we
• 3:23
  - can.
• 3:24
  - Last year, it was a lot of pilots.
• 3:26
  - People were trying things out, seeing what they
• 3:28
  - could do, what was available.
• 3:30
  - This year, we're really focusing on governance, scaling,
• 3:34
  - and, making sure we have measurable ROI.
• 3:37
  - And with that comes a lot of workforce
• 3:39
  - or workflow
• 3:40
  - redesign,
• 3:41
  - because you can't put AI and just go,
• 3:43
  - here, we'll have AI, and that'll do it.
• 3:46
  - We're just gonna implement AI. You have to
• 3:47
  - look at the workflow and go, where can
• 3:50
  - we put AI in in order to make
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  - it better?
• 3:53
  - And so that workflow redesign really becomes important.
• 3:56
  - I think leaders are no longer asking, should
• 3:58
  - we use AI? I think they're looking going,
• 4:00
  - where does it fit? Where what problem can
• 4:03
  - it solve for us? And then how do
• 4:05
  - we govern it? Who are we gonna let
• 4:06
  - use the AI? What data are they gonna
• 4:08
  - get to?
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  - And so on. So that's, like, the first
• 4:11
  - area that we're we're thinking about. The second
• 4:13
  - one is is always the consumer. Right? Our
• 4:16
  - patients, but more than that, they are consumers
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  - because they have a choice of where they
• 4:19
  - go for health care.
• 4:21
  - And their expectations are getting really high. Patients
• 4:23
  - expect health care to feel like retail, banking,
• 4:26
  - travel. I mean, you don't call it digital
• 4:29
  - banking anymore. You just bank and you, you
• 4:31
  - know, deposit checks and move money around on
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  - your phone. You don't have to go to
• 4:35
  - the bank anymore.
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  - You Amazon everything,
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  - and it's very easy to use. We want,
• 4:41
  - health care to be the same way. We
• 4:42
  - want twenty four seven access. We want self-service.
• 4:45
  - We want transparency into what it's gonna cost
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  - or how I can get my appointment or
• 4:49
  - how long it's gonna take. And it has
• 4:51
  - to be digital. You know, I wanna be
• 4:52
  - able to do it at 10:00 at night
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  - because that's when I have time to do
• 4:55
  - that.
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  - And so what we're doing is we're really
• 4:57
  - focused on reducing the friction in that patient
• 5:00
  - journey and meeting patients where they are. Some
• 5:02
  - patients will go to the website and wanna
• 5:04
  - schedule. Some patients will wanna go into MyChart.
• 5:07
  - Some patients will wanna call a patient access
• 5:09
  - center.
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  - All of those are absolutely okay. We're serving
• 5:13
  - patients in all of those ways.
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  - And there are still those patients that wanna
• 5:17
  - talk to a real live human being, and,
• 5:19
  - we're obviously gonna still have that too.
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  - And with that, then we have to think
• 5:23
  - about our workforce
• 5:25
  - and, making sure that they aren't burnt out
• 5:27
  - by the work that they have, whether they're
• 5:29
  - a provider or they're our customer service specialists,
• 5:32
  - because burnout still remains real.
• 5:35
  - And what we have to do is look
• 5:36
  - at AI and automation as ways
• 5:39
  - to be support tools and not things that
• 5:41
  - we're adding on that make things harder. We
• 5:43
  - really want the AI to reduce repetitive work,
• 5:46
  - improve throughput,
• 5:48
  - and help our staff focus on doing those
• 5:50
  - things that only humans can do. And that's
• 5:53
  - that's really the important part of AI is
• 5:55
  - making AI
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  - do the hard work so that humans can
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  - do what only humans do.
• 6:00
  - Looking ahead, I think we'll see a lot
• 6:02
  - more AI agents sort of embedded directly into
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  - our workflows.
• 6:06
  - We are very much looking at trying to
• 6:08
  - consolidate
• 6:09
  - the number of platforms that we have. We're
• 6:12
  - looking at governance right now. As we start
• 6:14
  - looking at things like Microsoft Copilot, which we're
• 6:16
  - giving to everyone in our organization and giving
• 6:18
  - them the opportunity to build things on their
• 6:20
  - own, How do we govern that? How are
• 6:22
  - we gonna, you know, make sure that we
• 6:24
  - don't create the same agent 20 different times
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  - and let people know that, you know, there
• 6:28
  - is a blah blah blah agent so that
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  - they can use it
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  - and more scrutiny around,
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  - those measurable outcomes. Our department specifically
• 6:36
  - focuses
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  - on working on things that provide a true
• 6:39
  - ROI,
• 6:40
  - and not just technology for technology's sake. So
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  - I think that's gonna become more and more
• 6:44
  - important as we move forward.
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  - I love that. I I think it's so
• 6:48
  - critical, as you mentioned, to have the technology,
• 6:51
  - but then also to have the people in
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  - the workforce understanding how to use it and
• 6:54
  - integrate it, and then,
• 6:56
  - smartly,
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  - sharing those tools and knowledge and information so
• 7:00
  - you're operating in the most
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  - best way possible. And, you know, I'm I'm
• 7:05
  - curious as you started making this transition,
• 7:08
  - not only to think about, hey. How is
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  - AI, really powering our our workforce and,
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  - helping us do what we need to do
• 7:15
  - better? But then thinking about that consumer experience
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  - and looking at ways that you can really
• 7:21
  - optimize what you're doing. Obviously, being able to
• 7:23
  - create,
• 7:24
  - appointments and and being more independent as patients,
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  - can make a big difference. But is there
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  - any other ways that you're really seeing patient
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  - expectations and consumer behavior,
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  - shape the way that you're trying to think
• 7:36
  - about technology within the health care system?
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  - I think we really, I mean, we're very
• 7:42
  - focused because it we serve all of South
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  - Carolina. So
• 7:46
  - it's both, you know,
• 7:47
  - Charleston, which is very urban, and then we
• 7:49
  - have rural across the state. And we're trying
• 7:52
  - to make sure that we can meet patients
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  - where we are. And I think that's a
• 7:55
  - that's a consistent flow
• 7:56
  - across not just technology, be it as a
• 7:59
  - health system in general. You know? We know
• 8:01
  - that care is best local,
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  - and so, you know, while we have a,
• 8:05
  - you know, a world renowned medical center here
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  - in Charleston,
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  - we also wanna make sure that that is
• 8:10
  - carried across the state and that you don't
• 8:12
  - have to travel three hours to get that
• 8:13
  - care if at all possible.
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  - And so we're using technology to help do
• 8:18
  - that, whether it's through a teleconference,
• 8:21
  - or through video visits
• 8:23
  - or,
• 8:24
  - allowing our patients to access
• 8:26
  - care virtually.
• 8:28
  - Those are those are some of the things
• 8:29
  - that we're making sure we do. And to
• 8:32
  - have the ability to
• 8:34
  - interact with our website twenty four seven and
• 8:36
  - schedule appointments.
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  - If you think about the mom who has
• 8:40
  - a sick child and wants to get in
• 8:41
  - the next day, to be able to scroll
• 8:43
  - on on the website and look at, you
• 8:46
  - know, when are there appointments available and see
• 8:48
  - that true transparency of when there is an
• 8:50
  - appointment,
• 8:51
  - is is very important.
• 8:53
  - Absolutely. That makes a ton of sense. You
• 8:55
  - know? And it's just such a great example
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  - of how you can create better health care
• 9:00
  - for the community and and then,
• 9:02
  - see the patient expectations,
• 9:04
  - met as well.
• 9:06
  - Now can you tell us about a big
• 9:07
  - swing that you took in the last year
• 9:09
  - that actually paid off? What did you do
• 9:10
  - and what were the results?
• 9:13
  - One of the things I'm most proud of
• 9:14
  - is,
• 9:15
  - scaling,
• 9:16
  - our voice AI
• 9:18
  - and automation across not just patient access, but
• 9:21
  - our operational workflows.
• 9:23
  - Two years ago,
• 9:25
  - conversational AI in in health care was really
• 9:27
  - experimental,
• 9:29
  - but we started with a very small pilot
• 9:31
  - of having
• 9:32
  - a voice bot answered phones in our patient
• 9:35
  - access center. We just did it on four
• 9:37
  - lines. And, since then, we've,
• 9:40
  - operationalized it across
• 9:42
  - I think we're over a 100 lines in
• 9:43
  - various areas.
• 9:45
  - With that, hundreds of thousands of patient calls
• 9:48
  - are handled monthly.
• 9:49
  - There's significant
• 9:51
  - call deflection and containment, which means that the
• 9:53
  - bot answers about 25%
• 9:56
  - of our calls
• 9:57
  - without ever having to have a human.
• 9:59
  - She's available twenty four seven. She speaks Spanish.
• 10:02
  - Her name's Emily.
• 10:03
  - And so with that, the like I said
• 10:06
  - before, the humans actually get to do the
• 10:08
  - harder human things.
• 10:09
  - Emily will will answer and speak to you
• 10:11
  - just in natural language. Hi. I'm Emily. I'm
• 10:13
  - your digital assistant. How can I help you?
• 10:15
  - And I can say, I need to cancel
• 10:17
  - my appointment for tomorrow, or I need to
• 10:19
  - check and see which doctor I'm seeing tomorrow,
• 10:22
  - or where do I park tomorrow.
• 10:24
  - She answers much faster.
• 10:26
  - The faster speed to answer is something that
• 10:28
  - patients really appreciate.
• 10:30
  - Patients are abandoning
• 10:32
  - phone calls less because they're actually getting their
• 10:34
  - answers. We have great patient satisfaction.
• 10:36
  - Our Press Ganey scores have been moved up.
• 10:40
  - And the being a bill the ability to
• 10:41
  - contact your provider,
• 10:44
  - and we've created a capacity of dozens of
• 10:46
  - staff members. I think if you figure a
• 10:48
  - phone call takes three to five minutes, we
• 10:51
  - have created about 30 FTEs worth of time
• 10:53
  - in the past year
• 10:55
  - so that they can focus on other things.
• 10:57
  - People aren't losing their jobs. They're actually getting
• 10:59
  - to do more and more work. And and
• 11:01
  - the type of work they really wanna do,
• 11:02
  - they wanna help people. They don't wanna have
• 11:04
  - to answer the road calls. Right?
• 11:07
  - We expanded that pass past,
• 11:10
  - the patient access center to our revenue cycle
• 11:13
  - access center, to our pharmacy,
• 11:15
  - and we are now, which I'm really excited
• 11:17
  - about, moving it to facilities management so that
• 11:20
  - you can call and leave a ticket on
• 11:22
  - the voice
• 11:23
  - spot, and she will be able to say
• 11:25
  - this light is out or a water main
• 11:26
  - broke or this kind of stuff happened. And
• 11:28
  - she can triage and actually then send it
• 11:30
  - to the right person very quickly. And then
• 11:32
  - we're gonna have her, both as a chatbot
• 11:35
  - and then eventually a voice bot, help with
• 11:37
  - HR issues. So it'll be total back of
• 11:38
  - the house just for our care team members.
• 11:41
  - So so I'm very excited about that. Another
• 11:42
  - area we have been working on for two
• 11:44
  - years
• 11:45
  - is just automation and outreach. We have digital
• 11:48
  - workflows for
• 11:50
  - preregistration,
• 11:51
  - for reminders,
• 11:52
  - for care gap outreach.
• 11:54
  - And and one of the ones that I
• 11:56
  - always talk about is our mammogram outreach campaigns,
• 11:59
  - which, helped reconnect patients to preventative care
• 12:02
  - and, actually identified abnormal findings for patients that
• 12:06
  - may not have, had the care they needed
• 12:08
  - and it might have been delayed.
• 12:10
  - But, you know, that those kind of successes
• 12:12
  - don't happen just because we put in technology.
• 12:15
  - It's not technology. It's the getting all the
• 12:18
  - stakeholders together in a room, making sure things
• 12:20
  - work together,
• 12:22
  - talking about the change management,
• 12:24
  - making sure the operations are aligned so that
• 12:26
  - we can do these things, and then making
• 12:28
  - sure that we identify the KPIs upfront to
• 12:31
  - make sure that we're actually making a difference
• 12:32
  - at the end.
• 12:33
  - I think those are the things that are
• 12:35
  - really important.
• 12:36
  - I love that. And, you know, it's really
• 12:38
  - cool to have that opportunity, as you mentioned,
• 12:41
  - to work with some of those voice technologies
• 12:43
  - and really see, patient satisfaction increase as well
• 12:47
  - as, you know, the the provider's
• 12:49
  - satisfaction too. And I I love,
• 12:51
  - you know, the success all the way around.
• 12:53
  - And so,
• 12:54
  - from your perspective,
• 12:56
  - where do you see some of the, future
• 12:58
  - going? What are some of the important problems
• 13:00
  - that you're trying to solve next when you
• 13:01
  - think about AI and technology?
• 13:04
  - I think it's a it's a problem that
• 13:06
  - that my friends across the country are working
• 13:07
  - with, and that is to reduce friction for
• 13:09
  - both our patients and our care teams. Right?
• 13:12
  - Health care is complex. It's not getting any
• 13:15
  - easier. We've got too many clicks, too many
• 13:17
  - handoffs, too many disconnected systems,
• 13:20
  - and, it's very confusing for patients and it's
• 13:23
  - very frustrating for providers.
• 13:25
  - Think about a referral, for example. I say,
• 13:27
  - Laura, you should go see doctor Smith, and
• 13:30
  - it's on your, you know,
• 13:32
  - after visit summary.
• 13:33
  - If I don't connect you to that doctor,
• 13:35
  - if I don't get that appointment scheduled, you
• 13:37
  - may be put in a queue and we
• 13:38
  - have to wait for the patient access center
• 13:40
  - to call you, but you work during the
• 13:41
  - day like all of us do. So you
• 13:43
  - don't get that call, and then you play
• 13:44
  - phone tag and you don't get your appointment
• 13:46
  - scheduled. And that's just really frustrating on both
• 13:49
  - sides because then the provider doesn't know if
• 13:51
  - actually you got that appointment.
• 13:53
  - And so we're focusing on for patients to
• 13:55
  - make it easier access, easier scheduling, easier communication,
• 13:59
  - Just make it easier to navigate through the
• 14:01
  - health system because it's hard, and we wanna
• 14:04
  - try to make it as easy as possible.
• 14:06
  - But for
• 14:07
  - the same thing, we have to look at
• 14:08
  - our staff and our providers to make sure
• 14:10
  - that we're reducing their repetitive tasks, streamlining their
• 14:13
  - workflows,
• 14:14
  - surfacing the right information at the right time
• 14:16
  - that can make a difference. And I think
• 14:18
  - that's where we'll see AI help a lot.
• 14:21
  - And with that, then that helps teams really
• 14:22
  - work at the top of their license.
• 14:25
  - So we look at how AI can do
• 14:27
  - that, both for, you know, the day to
• 14:29
  - day tasks, but also in a population health
• 14:31
  - at scale.
• 14:32
  - So they can help care managers,
• 14:35
  - prioritize our outreaches, help our risk,
• 14:38
  - personalized engagement,
• 14:39
  - and, really extend the reach of our clinical
• 14:42
  - team. So I'm really excited to see where
• 14:44
  - where AI can help us with that in
• 14:46
  - a population health setting.
• 14:48
  - But, again, you know, we have to look
• 14:50
  - at those workflows and see what they are
• 14:51
  - today because you can't automate a broken workflow.
• 14:53
  - You're just gonna make it worse.
• 14:56
  - And technology only succeeds when we pair it
• 14:58
  - with
• 14:59
  - operational redesign and then really strong governance. Right?
• 15:03
  - Absolutely. I mean, you make it sound so
• 15:05
  - easy, Crystal.
• 15:06
  - I know it's not Believe me, it is
• 15:07
  - not, Laura. It is not easy.
• 15:10
  - I'm senior. Just Me and my department, it's
• 15:12
  - all senior leaders. It's IS.
• 15:15
  - We all have to work together on that
• 15:16
  - to make to make it successful. So it's
• 15:19
  - definitely a a team sport.
• 15:22
  - Absolutely. And, you know, I think to your
• 15:24
  - point, looking at the processes around health care
• 15:27
  - right now, it can be such a challenge.
• 15:29
  - A lot of complexity, a lot of different
• 15:31
  - moving parts that are coming together. Now with
• 15:33
  - the technology, finally, many organizations have the ability
• 15:36
  - to be more coordinated,
• 15:38
  - and to share information more,
• 15:40
  - rapidly and strategically.
• 15:42
  - I'm curious. From your perspective, when you're bringing
• 15:45
  - in technology, what does it take from the
• 15:47
  - human side to actually
• 15:48
  - make the changes and and adopt the technology,
• 15:51
  - so it works the way it's supposed to?
• 15:53
  - Is that something you're still working through at
• 15:55
  - the organizational level? Or,
• 15:58
  - what if you found works well and and
• 15:59
  - what doesn't?
• 16:00
  - Well, I think it's really important to to
• 16:03
  - have a problem to solve before you bring
• 16:04
  - technology in.
• 16:06
  - And and to really look at that workflow,
• 16:08
  - go what what's the problem? Sometimes it's just
• 16:10
  - the initial system isn't set up right or
• 16:13
  - it isn't moving work through the way you
• 16:15
  - need to. So putting AI on top of
• 16:17
  - that is not the answer. It is actually
• 16:18
  - changing the underlying system, and you don't need
• 16:20
  - to layer AI on top of that. So
• 16:22
  - I think the the big thing that that
• 16:24
  - we often do is sit down and and
• 16:26
  - really analyze the problem at hand. You're never
• 16:28
  - just gonna buy technology for technology's sake anymore.
• 16:31
  - It's just too expensive,
• 16:33
  - and it takes too long to integrate. So
• 16:34
  - you really have to know what you're expecting
• 16:36
  - it to do and how you're gonna do
• 16:38
  - it. And then, you know, make sure that
• 16:40
  - that everybody knows what's happening all the way
• 16:42
  - along the way so that you're not just
• 16:44
  - going, okay. Here's a tool. See you later.
• 16:47
  - Instead, you're, you know, making sure that they're
• 16:48
  - involved, that they understand, that the workflow works
• 16:51
  - with the technology. Because if people are given
• 16:53
  - a tool and it doesn't fit into their
• 16:56
  - day to day, it's never going to be
• 16:58
  - adopted and used, and you're not gonna see
• 17:00
  - the value of it. And it's just gonna
• 17:01
  - become a big hassle for everybody.
• 17:04
  - That makes a ton of sense. And and
• 17:06
  - I really appreciate the focus there on just
• 17:08
  - getting that alignment and and making sure you're
• 17:10
  - starting with the problem.
• 17:12
  - Before we wrap up here, I wanted to
• 17:14
  - know what are you most curious about for
• 17:16
  - the future? What are you really looking forward
• 17:19
  - to learning more about and, do you anticipate
• 17:21
  - will be more front and center as time
• 17:24
  - goes on?
• 17:26
  - I think,
• 17:27
  - the the rise of AI agents and I
• 17:30
  - think, you know, we often talk about how,
• 17:33
  - eventually,
• 17:33
  - the agents in the department are gonna be
• 17:35
  - listed on the org chart. I have a
• 17:37
  - scheduling agent. I have a this. I have
• 17:39
  - a that because they're doing so much of
• 17:41
  - the work for us,
• 17:43
  - but it has to be really seamless.
• 17:46
  - I don't wanna have to go
• 17:47
  - into the scheduling agent and then into
• 17:51
  - the the workday agent and then into the
• 17:53
  - this agent and that agent. I I want
• 17:55
  - them to be able to all talk together
• 17:57
  - so I don't have to repeat myself much
• 17:59
  - like I'd like my staff to work together
• 18:00
  - so I don't have to repeat myself.
• 18:02
  - So and I think that, you know, there's
• 18:04
  - a lot of tools that are coming along
• 18:05
  - the way. Personally, I even use voice agents
• 18:08
  - that then convert things to text that then
• 18:10
  - actually help me plan my day for the
• 18:12
  - next day. So having that same thing in
• 18:15
  - a provider's hand or in a back office
• 18:17
  - hand where we connect voice agents and documentation
• 18:21
  - and, you know, intelligent workflow routing is something
• 18:24
  - that I think is gonna
• 18:26
  - over the next year or two, we're gonna
• 18:27
  - see those things talking to each other a
• 18:29
  - lot more. It really is gonna be how
• 18:31
  - do humans work well with AI.
• 18:34
  - And, that's the conversation that, in general, we
• 18:37
  - have to figure out on how we're gonna
• 18:38
  - do it.
• 18:40
  - Really curious about how other organizations are gonna
• 18:43
  - do that and govern it at scale,
• 18:46
  - with every single tool having AI in it
• 18:48
  - or will have AI in it,
• 18:50
  - and the ability to have more and more
• 18:52
  - of what they consider
• 18:54
  - citizen builders and being able to write your
• 18:56
  - own agents.
• 18:57
  - How do we govern that so that you
• 18:59
  - and I don't write the same agent? Right?
• 19:01
  - That's not necessary. I could borrow your agent
• 19:03
  - if it does the same or adapt your
• 19:04
  - agent.
• 19:05
  - How are we gonna make these these global
• 19:08
  - agent libraries? So I'm like, I wonder if
• 19:11
  - I could have something that did this, and
• 19:13
  - it could just be there and I could
• 19:14
  - borrow it instead of having to start from
• 19:16
  - scratch.
• 19:18
  - But it's really the the human centered leadership
• 19:20
  - and how do we lead and show people
• 19:22
  - how to use AI in a safe, effective
• 19:24
  - way and really be thoughtful about the AI
• 19:27
  - adoption.
• 19:28
  - Because I think the organizations that do this
• 19:31
  - well are really gonna define
• 19:33
  - what the health care of future
• 19:35
  - future health care delivery is gonna be like.
• 19:38
  - I love that. Crystal, thank you so much
• 19:39
  - for joining us on the podcast today. This
• 19:41
  - has been such a a fun conversation. A
• 19:43
  - lot of innovative things we talked about today,
• 19:46
  - and I am excited as well to see
• 19:48
  - you at our health IT and revenue cycle
• 19:50
  - conference coming up in September. We'll be speaking
• 19:53
  - there. I'm sure a lot of these things
• 19:55
  - we talked about will be digging deeper into
• 19:57
  - and,
• 19:58
  - really
• 19:59
  - having those themes front and center, to continue
• 20:02
  - the discussion and continue advancing what's gonna be
• 20:04
  - possible
• 20:05
  - with technology and health care today. So I'm
• 20:07
  - very excited, and and thank you so much
• 20:09
  - for your time.
• 20:10
  - Thank you, Laurel. See you in September.