TDP142: MUSC's Crystal Broj: Launching Emily—MUSC's AI Patient Access Phone System, and more

Episode 142 of The Digital Patient – Stories from the frontline of Digital Patient Engagement – featuring Crystal Broj, Enterprise Chief Digital Transformation Officer at MUSC. Show notes 👇

[00:00:07] Introducing Crystal Broj, Enterprise Chief Digital Transformation Officer at Medical University of South Carolina;
[00:00:47] Ms. Broj's transition into healthcare;
[00:01:43] Challenges in Healthcare vs. Other Industries;
[00:02:03] Why healthcare is slow to adopt digital tools;
[00:04:54] 'Emily', MUSC’s AI digital assistant designed to enhance patient communication and streamline operations, demonstrating a practical application of AI in healthcare;
[00:06:03] Insights into how AI like Emily helps reduce workload on staff and improves operational efficiency within patient access centers;
[00:07:43] Plans for scaling Emily, including functionalities across different patient interaction points and languages, with a focus on enhancing patient satisfaction and operational efficiency;
[00:10:09] Ms. Broj discusses the iterative approach to launching AI-driven projects, emphasizing the importance of extensive testing and readiness to adapt based on real-world feedback;
[00:11:04] Detailing the challenges and solutions in voice recognition AI, including adapting the system to recognize a variety of expressions that refer to appointments, and the ongoing adjustments to improve name recognition accuracy;
[00:12:03] Key Performance Indicators (KPIs) for AI Evaluation;
[00:13:04] Decision to opt for a recognizably digital but pleasant voice for their AI system, 'Emily', to maintain transparency with users about interacting with a digital assistant;
[00:18:05] Discussing strategies to ensure that AI and other technological innovations enhance rather than complicate healthcare workflows;
[00:20:21] Ms. Broj discusses the dynamics of successful vendor partnerships, emphasizing that the best vendors act as true partners, aligning closely with the needs of the healthcare system, and are transparent and responsive;
[00:23:34] Exploring the implementation of RPA in patient outreach, specifically for breast cancer screenings, highlighting its success in improving patient engagement and preventive care outcomes;
[00:28:25] Insights into how MUSC identifies and empowers internal champions for digital projects, stressing the importance of peer influence in successful technology adoption;
[00:29:38] The challenges of managing technology overloads in healthcare settings, including the necessity of periodically reviewing and possibly discontinuing outdated or underperforming technologies;
[00:31:51] How creative pursuits, like painting and writing, contribute to Ms. Broj's leadership style by fostering relaxation and clear thinking, enhancing her effectiveness in tech leadership;

** Fast 5 Lightning Round: **

1. Favorite Book or book gifted the most: "Who Moved My Cheese?" by Spencer Johnson, highlighting its relevance to change management and team dynamics.

2. Person to Meet: Queen Elizabeth, admiring her leadership and commitment to family.

3. Preferred Superpower: Super speed to improve travel efficiency, especially for visiting family across the country.

4. Healthcare Belief: The potential of AI and automation to resolve many of healthcare's current crises, particularly in improving the efficiency of care delivery.

5. Last Film or TV Show: Enjoyed "Ripley," a series based on the Talented Mr. Ripley books, appreciating its black-and-white cinematography and the setting in Italy.