Patty Hayward focuses on at least three HIMSS25 technologies: Cloud-d’Abord strategies that are released from on-site limitations, agentic AI which automates complex workflows without dedicated coders and contact centers led by AI which transforms the engagement and patient operations.
Hayward is Director General of Health Care and Life Sciences in Talkdesk. The company, in HIMSS25 stand 5054, is a supplier of an AI-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-Ai-AI-AI-AI-AI-AI-AI-PLA operations.
She will express himself in Himss25 in a session entitled “Transforming the contact center of a cost center for driver value”, on Tuesday March 4, at 4:10 p.m., at the main Himss exhibit Hall Floor, Venetian Expo, at level 2, Hall A 3872. She will express himself with Don Courville, Vice-President and CTO to Sharp Healthcare, and Jeff Sturman, digital conductor and senior vice-president of Memorial Cyyace.
We spoke with Hayward to get the cash register on its point of view on major Himss25 technologies, its main message to participants and much more.
Q. What do you want participants in the HIMSS25 Hospital and Health System to know? What is your message?
A. In the uncertain environment today – where policy changes can change reimbursements and financial pressures increasing – health systems must adopt innovation to remain sustainable. At the same time, while organizations are acquired in the razor on clinical progress, they cannot afford to let operational ineffectiveness drain the resources or hinder patient access.
The inherited and localized infrastructure retains many health systems, limiting the adoption of AI, the slowdown in workflows and the increase in costs. Clouding with a strategic transformation plan provides scalability, interoperability and automation led by AI necessary to stimulate efficiency through access to patients, income cycle and operations of the contact center – of the domains that can have a massive financial and operational impact when they are modernized.
We help the health systems to transform their contact centers from the costive assets cost centers by taking advantage of AI agents, automation and native flexibility of the cloud. In this environment, the standing position is not an option – the organizations that invest in strategies fueled by Cloud -St, will be the ones that prosper.
Q. What are some major technologies all over Himss25 and why do you think they are important?
A. Many health care organizations are blocked in their digital transformation due to entirely depreciated on -site systems – investments that once made sense but now limit innovation and scalability. An approach to the Cloud -Prime is no longer a computer decision – it is a strategic imperative to improve efficiency, reduce costs and improve the experiences of patients and staff.
The AI evolves beyond simple automation and systems based on the intention for the AI agency, allowing health care organizations to automate processes based on several stages without requiring dedicated coders. This is particularly precious for the income cycle, access to patients and contact centers, where manual ineffectiveness increases costs.
By automating processes such as complaint processing, previous authorizations and planning, agency AI reduces administrative charges, improves financial performance and allows organizations to evolve operations more effectively.
Cloud -based contact centers and supplied by AI reshape how health care organizations manage patients interactions. Unlike on -site systems that find it difficult to evolve and integrate, native cloud systems allow omnichannel communication, AIA automation and seamless DSE connectivity.
This allows organizations to reduce waiting times, automate routine requests and rationalize planning and financial assistance, transformation of the contact center of a cost center into a strategic asset for patient engagement and revenue generation.
AI is as effective as its ability to work in the DSE and the workflows of the income cycle. This year, emphasis is placed on interoperability – ensuring that automation powered by AI is directly anchored in access to patients, billing and operational processes to reduce administrative complexity and improve efficiency. The cloud -based AI systems make this integration more transparent than ever, allowing automation in real time and data -based decision -making throughout the organization.
Q. What advice do you offer CIOs and other leaders and IT workers at the show?
A. The conversation on AI in health care has gone from “if” to “how” and CIOs must pave the way for AI insurance is strategically infused in workflows rather than taking place afterwards. While the first AI applications focused on basic automation, the AI agent now allows organizations to automate more complex tasks without the need for dedicated coders to build and maintain AI models.
This is particularly useful for non -clinical support services – such as income cycle, patient access and planning – where AI can stimulate efficiency, improve precision and offer a measurable financial and operational impact.
AI is everywhere at the moment, and not all systems are created equal. With so much noise, CIOs must ensure that they work with suppliers who have deep health experience and partnerships established with DSE suppliers to ensure interoperability.
AI systems that operate in silos create more complexity rather than solving real problems. Emphasis should be placed on transparent integration in the income cycle, patient engagement and operational workflows to improve efficiency without adding friction.
Traditionally considered a cost center, the contact center is one of the most underused assets of health care. With the automation fueled by AI and the integration of the DSE, organizations can transform access to patients, planning, prior authorization and financial advice that generates value.
A modernized contact center does not only respond to calls – it rations operations, reduces administrative curls and improves patient experience by guiding them to the next best action. Starting with the support services that have a direct impact on income and efficiency, CIOs can demonstrate an immediate return on investment while laying the basics of a wider adoption of AI.
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