Justin Lewis provides an AI reality check

About this episode

Justin Lewis discusses the practical applications of AI in improving patient experience in healthcare.

Welcome to a special episode of HME News in 10, sponsored by Brightree. Today’s guest is Justin Lewis, senior director of Brightree’s ReSupply LiveCall Service. He offers a reality check on AI and how to use it in a way that actually improves patient experience. “We put a lot of thought into how a call should actually feel from the patient’s perspective – where it should start, how we should ask questions, what decisions need to happen in the background, and what a smooth handoff looks like when a human is needed,” he said. When providers move past common misconceptions about AI, Lewis says they can use it to: • Handle routine requests, like order status, more efficiently • Free up agents to focus on complex conversations • Better manage call volume spikes • Extend service capabilities Ultimately, Lewis says AI is at its best when it delivers real, measurable value – not hype. Hosts: Liz Beaulieu Theresa Flaherty Guest: Justin Lewis

People in this episode

Hosts: Liz Beaulieu, Theresa Flaherty

Guest: Justin Lewis

Topics covered

• AI
• patient experience
• healthcare technology

Keywords

• Brightree
• ReSupply LiveCall Service
• call management
• AI misconceptions

Sponsors

Brightree

Mentioned in this episode

Products: Brightree

Books & works: HME News in 10

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