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Podcast

How Human Performance is Redefined in an AI-⁠First Healthcare Landscape

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Episode summary

In this episode, Labcorp’s Head of Training, Emily Messer, breaks down how the AI revolution drives human augmentation across healthcare. She shares how leading teams apply smart tools to slash administrative burnout, master high-stakes empathetic conversations and elevate overall team performance.

Emily details how offloading heavy administrative tasks, like cutting 15.5 hours of weekly physician paperwork by up to 70%, frees teams to reinvest time where it counts: patient education, emotional support and deeper care connections.

Ultimately, she highlights why organizations must focus on intentionally redefining what exceptional human performance looks like in an AI-first world.

Highlights

  01:18   Shifting AI strategy from simple task automation to workforce augmentation
 02:13   Reinvesting administrative time savings into deeper, human-⁠centered patient care
 04:43  Evolving CX training from scripted memorization toward decision-⁠making and judgment
 06:33  Utilizing GenAI simulations to build dynamic, real-⁠world learning environments
 08:38  Applying strict knowledge management to eliminate data quality setbacks

Key takeaways

automation

Prioritize augmentation over automation

Focus AI deployment on enhancing employee decision-making and freeing bandwidth for high-value human connections.

build

Build rigorous data foundations

Establish clean knowledge management systems early on to ensure AI tools deliver accurate, actionable outputs.

man

Redefine human performance

Set clear standards for what excellence looks like when AI support is continuously available to your teams.

About our guest

Emily Messer

Emily Messer serves as the Head of Training for the Clinical Contact Center at Labcorp. Her career spans instructional design, human-centered design and learning and development across the healthcare, software and academic sectors. Passionate about real-world skill development, she regularly leads community outreach initiatives, including interactive workplace training workshops for youth.

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