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.
