Dr. Bob Wachter describes his career as the result of “what happens when a political science major becomes an academic physician.” Rather than focus on one specialty or scientific domain, he became fascinated by the healthcare system itself and has spent more than 40 years examining how care is organized, where it breaks down, and how technology can help make it better.

The author of more than 300 articles and six books, Dr. Wachter famously coined the term “hospitalist” in 1996, helping give rise to one of the fastest-growing specialties in medicine. Among other roles, he has served as president of the Society of Hospital Medicine and chair of the American Board of Internal Medicine. He also founded and directed the Division of Hospital Medicine at the University of California, San Francisco (UCSF), where he is currently Professor and Chair of the Department of Medicine.

For the past 15 years, Dr. Wachter has focused much of his attention on the impact of technology on healthcare, a topic that shaped his two most recent books. In The Digital Doctor, he explored why electronic health records created as much frustration as progress. But he has since come to see that EHRs were never the full answer, only the foundation healthcare needed before better tools could emerge. On the day ChatGPT was publicly released in 2022, Dr. Wachter recognized the major shift ahead, paving the way for his newest book, A Giant Leap.

In this episode of Healthcare is Hard, Dr. Wachter joined Keith Figlioli to discuss why AI is different from previous waves of health IT, how quickly it may change care delivery, and the opportunity for AI to address many of healthcare’s long-standing problems. Some of the topics Dr. Wachter and Keith discussed include:

• Why “better than today” may be the right benchmark. One of Dr. Wachter’s core arguments is that AI does not need to be perfect to be valuable in healthcare. If clinicians are currently expected to review 600-page charts in minutes, keep up with a flood of new medical literature, and navigate increasingly complex administrative tasks, then tools that can summarize, suggest, and support – even imperfectly – may still represent a meaningful step forward. The real challenge will be keeping isolated failures or headline-grabbing mistakes from derailing progress that is net positive.
• Reshaping the patient-doctor relationship. Dr. Wachter expects patients to be increasingly informed by the ability to use AI to review records, understand symptoms, and map care decisions. However, he warns that it could create tension for clinicians that are already working within tight visit windows and may need to spend more time responding to GPT-generated advice. He also discussed how it raises bigger strategic questions for health systems, as AI-guided navigation may begin to influence where patients seek care, and even which institutions they trust.
• Elevating primary care. Dr. Wachter sees AI as a kind of specialist in a clinician’s pocket, opening the possibility for primary care physicians to do more by offloading routine work and improving their ability to support complex cases. He also discussed how patients will be more likely to shift away from health systems, and more towards new entrants in the market for primary and preventative care.
• Underestimating the speed of change. In Dr. Wachter’s view, many leaders don’t yet realize how fast AI will change healthcare. For health systems, the risk is not just missing out on productivity gains. It is losing control of the patient relationship, the referral pathway, and ultimately an organization’s competitive position.

To hear Keith and Dr. Wachter discuss these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

Dr. John Brownstein has been on the leading edge of digital health since medical school, where he was drawn to epidemiology because of the opportunity to use data sets for large-scale impact beyond the exam room. He’s been on a hunt for data ever since, shaping a career that has spanned public health, technology, startups, and healthcare innovation.

Dr. Brownstein helped develop Google Flu Trends, served as a healthcare advisor to Uber, and launched one of the first data analytics companies in public health, where he applied AI long before it became today’s dominant topic. In 2015, he became Chief Innovation Officer at Boston Children’s Hospital, where he has helped turn it into a proving ground for emerging technologies.

With its manageable size, nimble culture, and an administration willing to invest in innovation, Dr. Brownstein has helped turn Boston Children’s into an ideal setting for testing emerging technology. This environment, which put Boston Children’s on the front edge of healthcare IT for more than a decade, has positioned it to help lead the current AI wave.

In this episode of Healthcare is Hard, Dr. Brownstein joined Keith Figlioli to discuss AI adoption, how it’s changing health systems, and what those changes mean for the companies selling to them. They discussed topics including:

• The fast pace from pilots to production. Only half joking, Dr. Brownstein mentioned that his conversation with Keith would be outdated by the time the podcast aired. The reality is, everything related to AI is moving so quick – even in healthcare, which is bucking its reputation as a slow mover on tech adoption when it comes to AI. Health systems are no longer just dabbling in isolated pilots; they’re taking significant steps toward broad deployment, using AI for intelligent automation, workflow support, and clinical tools in ways that are beginning to produce measurable impact.
• The build versus buy equation. After launching Boston Children’s innovation program, Dr. Brownstein recognized that having a large engineering team wasn’t sustainable and began turning to startups that could innovate and deploy quickly. But that tide is shifting again, with the ability to use AI for internal development. He hasn’t closed the door on startups, but says the bar is much higher. Companies selling into providers will need to show a stronger moat – whether through proprietary data, regulatory expertise, deep workflow integration, or some other advantage that cannot be easily recreated in-house.
• Designing AI architecture. AI procurement has become much more strategic than investing in point solutions. Dr. Brownstein discussed how health systems need to think about foundation models, hyperscalers, core systems like Epic, and point solutions, and how they all fit together to benefit users including clinicians, researchers, patients and families. For startups and incumbents alike, success will depend not only on product performance, but on how well a solution fits into the broader technology stack health systems are now building around AI.
• Why culture is just as important as capability. Even with strong interest in AI across healthcare, adoption is not purely a technical issue. Dr, Brownstein notes that while demand for AI tools is high, there are also signs of fatigue and anxiety as AI becomes an unavoidable topic in boardrooms, leadership meetings, and day-to-day work. With real questions about trust and job impact, organizations will need to pair technical progress with a thoughtful approach to culture, communication, and workforce readiness.

To hear Keith Figlioli and Dr. John Brownstein discuss these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders.

The daughter of a hospital administrator, Amy Gleason never considered a career in the public sector – she went straight into healthcare. As an emergency room nurse, she started to see the dangers that unfold when healthcare providers don’t have access to the information they need to treat patients. Those experiences drove her towards a tech career in the emerging electronic health records space before a very personal experience altered her professional path yet again.

Amy’s active and healthy 10-year old daughter began suffering unusual healthcare events, from rashes and headaches to broken bones. Eventually, she couldn’t walk. It took more than a year from the start of these symptoms for doctors to diagnose her with a rare autoimmune disease. Even then, it was an accidental diagnosis from a dermatologist conducting a skin biopsy.

Amy attributes the delayed diagnosis to siloed data, not unsimilar to the challenges she experienced as a nurse and was working to solve in the EHR space. It motivated her to co-found a company focused on helping patients with chronic diseases access their data to share it with the providers and family members helping to navigate complex care journeys.

In 2015, Amy’s work earned her an award from the White House for Champions of Change in Precision Medicine – her first foray into the public sector. By 2018, she entered civic service full time with a role at the United States Digital Service, which she describes as “DOGE 1.0.”

In this episode of Healthcare is Hard, Amy talked to Keith Figlioli about the work she’s doing now as Strategic Advisor to CMS and Administrator of the U.S. DOGE Service, where her main mission is modernizing technology across government agencies for the millions of people who rely on federal services every day. This ranges from modernizing FAFSA and the student loan process, to improving the Visa system ahead of the World Cup, and work on various critical healthcare systems.

Some of the topics Amy and Keith discussed in this episode, include:

• Bold plans for a Digital Health Ecosystem. Launched in July 2025, CMS’ Health Tech Ecosystem is a public-private partnership designed as a voluntary, fast-moving alternative to slow rulemaking. Rather than years of regulation, the program uses pledges, working groups, and short development cycles to put interoperability building blocks and real patient-facing use cases in place. The goal is to get usable capabilities into the market in months – not years – let the community iterate, and have baseline use cases live by March 31, 2026 with more advanced capabilities rolling out by July.
• Carrots and sticks before regulation. Recognizing the limitations of regulation, Amy talked about a new philosophy for incentivizing the market to change behaviors on its own first. “Carrots” include the rural health transformation fund and the recently introduced ACCESS model, a 10-year pilot that, for the first time, lets tech-enabled services bill Medicare directly. “Sticks” include stricter enforcement of information-blocking rules.
• Replacing the 1970s-era Medicare claims system. Amy discussed plans to replace Medicare’s decades-old COBOL-based adjudication platform. While it’s a stable platform, it can’t support real-time processing, AI, or rapid change. To replace it, CMS is looking to commercial, off-the-shelf solutions that operate at scale so claims processing can be modernized, made real-time, and integrated with new interoperability rails. It’s a concrete example of bringing modern engineering and product thinking to government technology.

To hear Amy and Keith discuss these topics and more, listen to this episode of Healthcare is Hard: A Podcast for Insiders.