The AI Mistake Almost Every Hospital Makes | Crystal Broj

In this episode of the Gravity AI Podcast, Innovaccer CTO Mike Sutten sits down with Crystal Broj, Enterprise Chief Digital Transformation Officer at the Medical University of South Carolina (MUSC), a 16-hospital system and one of two nationally recognized telehealth organizations in the country. Crystal built MUSC’s digital transformation office from a single person to a team of ten, and she is refreshingly clear about what works and what does not. The biggest trap, she argues, is confusing technology implementation with transformation, putting new tools on top of broken workflows instead of redesigning the workflow first. Her rule is blunt: don’t start with the tool. Start with a problem worth solving, quantify it, find a quick win, then extend. The conversation gets into the specifics: a post-Covid breast cancer screening outreach that drove over 4,000 appointments and detected 217 abnormal findings; the voice agent Emily, now handling more than a million calls a year across patient access, revenue cycle, and pharmacy while lifting Press Ganey scores; the resource-planning headaches of running agile AI work inside a traditional IT shop; and how MUSC extends a single platform into new departments to get more value from the same investment. Crystal closes on the point that anchors all of it: technology is important, but the trust you build by putting it in is far more important. 0:00 Introduction and meet Crystal Broj 1:32 Crystal's background and MUSC's scale 3:03 Building the transformation office 3:38 The biggest trap: technology vs. transformation 8:13 Where to start: prioritization and early ROI 13:07 Change management and overcoming resistance 14:54 The breast cancer screening outreach 17:07 The results: 4,000 appointments, 217 abnormal findings 19:11 Planning resources for AI work in a traditional IT shop 21:44 Meet Emily: the patient access voice agent 24:19 A million calls and rising patient satisfaction 25:12 Extending the platform across departments 26:14 Meet Fred: the 24/7 facilities agent 28:09 How the agents learn and improve 30:23 Don't start with the tool: Crystal's playbook 33:31 Closing thought: trust over technology #healthcare #podcast #innovaccer #gravityaipodcast