Скачать или смотреть How Soft Skills Drive Patient Conversion | Amol Nirgudkar on AI | SCALE Community

Welcome to another episode of the SCALE Community Technology and Innovation Podcast, hosted by Jason Schifman. In this conversation, we are joined by Amol Nirgudkar, founder and CEO of Patient Prism, for an insightful discussion on how artificial intelligence is transforming front-line patient engagement, and what it reveals about performance, efficiency, and conversion in healthcare.

The SCALE Community Podcast, part of Scale Healthcare, is known for bringing together thought leaders in healthcare, leading healthcare stakeholders, and real operators who are innovating in the space. Hosted by Jason Schifman and supported by Roy Bejarano, this episode dives deep into the human side of healthcare delivery, specifically where technology meets patient experience.

Amol shares how his company developed a 14-point AI-powered rubric that analyses how patient-facing agents handle phone calls. It’s not just about what is said, but how it is said. Did the agent actively listen? Were they enthusiastic? Did they answer the phone professionally? These questions feed into a predictive model that has reviewed over 50 million calls to date.
What did the data show? If an agent consistently performs 80% of the soft skills correctly, the likelihood of booking an appointment jumps to 80%, assuming there is appointment availability.
This powerful insight speaks to one of the latest trends in healthcare: the recognition that empathy, communication, and emotional intelligence often matter just as much, if not more, than clinical expertise when it comes to patient satisfaction and decision-making.

As Amol puts it, "Patients don’t know how good you are clinically. They only know how you made them feel."

This episode ties directly into ongoing conversations in healthcare strategy, healthcare innovation, and how we define efficiency and success in patient access models. By leveraging AI to scale human empathy, Amol offers a fresh perspective on how healthcare organizations can improve outcomes by focusing on non-clinical touchpoints.

What You’ll Learn in This Healthcare Podcast:
How AI is used to evaluate patient-facing communication in real time
Why soft skills drive patient trust and appointment conversion
Insights from analysing over 50 million healthcare phone calls
What does this mean for operational efficiency and front-office performance
How patient access can be optimized without adding clinical resources
Perfect For:
Executives tracking healthcare trends and innovations
Operators designing healthcare strategies around experience
Leaders in revenue cycle, call centre, and access management
Investors looking for real healthcare industry insights
Professionals interested in healthcare thought leadership from pioneers like Amol Nirgudkar