Healthcare leaders face an increasingly complex equation: higher patient demand, rising costs, and growing expectations for access and experience. Balancing these pressures has only become more difficult since the pandemic. Yet within this challenge lies a powerful but often underutilized lever for improvement: the contact center.
Traditionally seen as a back-office function, contact centers now sit at the heart of the care experience. They represent the new front door of healthcare. Long
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The Role of Digital Signage in Patient and Provider Experience
Healthcare organizations spend incredible amounts of time and energy on improving patient and provider experiences. But the industry is currently under stress as it navigates financial headwinds while also trying to care for an increasingly nervous, anxious, and aging patient population. This is a challenging endeavor while also striving to provide the best care possible.
About one-third of healthcare executives say technology investments are a priority in 2025, with the adoption of
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The Rise of the AI Product Owner: Navigating Accountability in Healthcare Technology
Artificial intelligence in healthcare is moving into a new phase. What was once dominated by research pilots and one-off experiments is now becoming a matter of ownership. Hospitals, medical device firms, insurers, and digital health startups are no longer just testing algorithms. They are building, buying, and maintaining AI products with real accountability. This shift has significant consequences for regulation and for patient outcomes, and it raises questions about how the healthcare system
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Missing Piece in Patient Data: Why Clinical Insight Isn’t Enough Anymore
As healthcare accelerates toward value-based models and personalized engagement, one truth is becoming increasingly clear: clinical data alone is no longer enough.
While electronic health records and claims data provide foundational insight into diagnoses, treatments, and outcomes, they paint only a partial picture of a patient’s experience. What they often miss are the socioeconomic, behavioral, and lifestyle factors that profoundly influence how people engage with
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How Behavioral Health Providers Can Prepare for 42 CFR Part 2 Compliance
The revised 42 CFR Part 2 regulations are coming. For behavioral health providers, they arrive at a time when the future feels unsteady and unpredictable. Enforcement will begin in early 2026, but the preparation window is rapidly closing. Clinics are navigating major changes in how they must collect, segment, and share patient data related to substance use disorder (SUD) treatment. Additionally, recent federal budget reforms mean the reimbursement environment is
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Beyond Proof of Concept: Integrating Generative AI Safely into Clinical Workflows
Generative AI is no longer a novelty, it’s a necessity. For healthcare leaders, the conversation has evolved beyond proof of concept. The real challenge now is integration: embedding these models into clinical workflows in ways that are safe, scalable, and operationally sound. Success demands more than impressive outputs. It requires systems built for healthcare’s complexity, with the agility to support frontline decisions and the clarity to preserve the human judgment at the heart of
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Rise of Deepfake HR Scams: How GenAI is Fueling the New Era of Applicant Fraud in Healthcare
Every HR and talent acquisition (TA) professional has experienced a bad hire. You carefully review and assess a candidate’s skills, experience, and credentials. You evaluate them through a series of interviews with multiple stakeholders. You’re all but certain they’ll be a perfect fit for the role. And, then, three weeks into their tenure you realize you’ve made a huge mistake.
The occasional bad hire is all but inevitable. But now, HR and TA professionals have something much more
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The Agentic Workforce: 10 New AI Roles Transforming Life Sciences Operations by 2032
As AI agents move from concept to colleague, the life sciences workforce is about to expand – no desks required.
While much of the activity is still in testing phases, AI agents are already making a difference in specific, high-return areas. AI is being used for processing and sorting pharmacovigilance (PV) reports, drafting medical and regulatory documents, assisting with lab operations, inspecting product quality, and helping employees find internal information.
The coming year will see
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Why Hospitals Must Prioritize Modern Network Upgrades Now
The healthcare industry has faced compounding pressures for years. Between staffing shortages putting strain on employee workloads, budget constraints, and ongoing tech modernizations, a solution is needed to ease and improve workloads and improve security, without sacrificing patient experiences. But resource constraints mean many hospitals aren’t prioritizing modern IT upgrades, including the networks that are vital to running day-to-day operations, which could prove to be a costly mistake in
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Demystifying Prepay Coordination of Benefits: A Crucial Component of Payment Integrity
Coordination of benefits (COB) is a key component of any effective payment integrity program. But determining primacy for members with multiple plans and ensuring claims aren’t overpaid can be a complicated process. Whether it’s verifying employment status or sifting through complicated claims, COB takes significant time for peak accuracy. And while health plans focus on the intricacies of an effective COB strategy, many overlook the possibilities that a comprehensive prepay COB solution can
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