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At athenahealth,

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we know your ambulatory practice wants healthier, a

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healthier business, healthier care teams, and healthier patients.

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But the complexities of modern health care tech

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make it hard for you and your care

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teams to focus on what matters

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most? That's where athenahealth can help. Our AI

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native all in one solutions reduce administrative burdens,

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streamline billing and payments, and deliver critical insights

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when clinicians need it most. That means fewer

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clicks, more time for patients, and stronger bottom

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lines.

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Practicing medicine is complex, but running a practice

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can be that much simpler with athenahealth.

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See how simpler is healthier@athenahealth.com.

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Hello, everyone. This is Scott King with the

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Becker's Healthcare podcast.

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Thrilled today to be joined by a very

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special guest, Prasanna Ruxmahan,

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ambulatory operations

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transformation specialist with UCI Health. Prasanna, how are

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you doing today?

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I'm doing fantastic.

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How about yourself?

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Doing well. We were talking before the taping

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here. I got the nice fall weather in

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Chicago. A little chilly, but it's not the,

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beautiful weather you have in California.

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Hey. That is so true. That is so

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true.

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But at least you get to experience all

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the seasons in Chicago. It's the one thing

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I appreciate about that city.

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We do appreciate that as well, just not

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when it's below zero. But, anyways, we have

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we have a lot of of big, health

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care topics to get to. But before we

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jump into some questions for you, I just

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wonder if you could please introduce yourself and

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and just tell us a little about your

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background.

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Yeah. So I've actually spent my career focused

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on operational transformation,

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really, in

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ambulatory care settings.

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As you mentioned, I currently serve as an

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ambulatory operations transformation strategist at UCI,

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where I really help design strategies, but also

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operationalizing

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them to make it easier for our patients

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and to connect with care,

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whether that's through

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smarter scheduling or better use of technology

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or closer collaboration

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across teams.

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My background really blends health care technology

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and change management, kind of all centered on

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creating sustainable growth models

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that support both patients and our providers at

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UCI.

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Outside of work, I actually developed and created

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a maternal health app and have sold that

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off, which was really connecting resources in the

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community,

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for our maternal health mothers if that was

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doula programs or diaper banks. How do we

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make it easier access for our mothers that

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are out there?

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What's the app called?

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It is called AIM. It's called Advocacy and

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Maternal Health, but they probably

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rebranded,

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what it was called

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now.

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Well, congratulations. That's awesome. That's so innovative to

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to do that and creative. Congratulations.

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Yeah. And we have a lot of great

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resources right out there when it comes to,

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like, government funds or if it's doulas that

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are out there helping support our mothers navigate

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their health care journey. It's how do you

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really connect what's out there and available and

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kind of making it at people's fingertips like

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we have certain things today.

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No. I think that's absolutely wonderful. And I

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was actually before you mentioned the app, I

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was actually gonna ask you, how happy are

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you that you kinda carved out this

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path for yourself and career trajectory where you

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are specialized in tech, seeing how

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prevalent and and needed,

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technology is in health care right now?

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Yeah. I will say,

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it has been a beautiful path in some

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way to figure out how you connect technology,

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but also how you connect the people to

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the technology.

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I will say the one thing is you

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can have,

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AI automation. But if we're not really using

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it, sometimes the value there,

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is a struggle. But how do you get

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people to start to use some of that

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technology today?

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Absolutely.

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And, you know, I wanted to ask you,

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what opportunities and headwinds do you kinda have

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your eye on right now in health care?

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Yeah. So as I kinda mentioned, a little

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glimpse with the app and what we're doing

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at UCI is

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access to care continues to be one of

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the most pressing challenges in health care.

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And, really, the opportunity

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is really in rethinking

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how we connect patients to the right care

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at the right time. Right? We we're using

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data. We're using automation and process improvement to

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make systems more responsive.

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The headwinds, of course, are right. Those competing

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priorities are limited resourcing or the right people.

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But

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I think when organizations

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sometimes make access a shared priority,

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it really drives real change across an organization,

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but also even

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in our communities.

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Yeah. I think it's a great point about

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the access. That's that's completely needed and and

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necessary.

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How are you thinking

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about growth and adding value to your organization?

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Yeah. For me, growth really starts with developing

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and investing in our people

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and really evolving their skill sets.

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As right. I mentioned AI, automation. As they

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handle more task,

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it's changing how we work. So the real

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question kind of becomes,

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how do we shift our mindsets and build

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new skills

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that focus more on problem solving and collaboration

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or patient connection?

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Really helping our teams evolve in that direction

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is one of the best ways to add

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long term values to the organization.

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But by helping our teams build these new

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capabilities,

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we're not just adding value to the organization,

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but we're preparing for the next era of

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health care operations

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and patient expectations.

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When you're

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making hires and and you're you're getting new

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staff members in different roles, do you expect

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them to be, like, almost as up to

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speed on all the emerging tech as you

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are, or do you kind of figure that,

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you know, this is gonna take some time

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to to teach staff members how to implement

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some of these things?

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Yeah. I think it's definitely takes some time

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to teach staff of what

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technologies out there. Right? Using power automate, for

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instance, how can you automate some of these

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tasks, or

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leveraging and integrating in an EMR system some

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AI capabilities,

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kind of like how airline systems have,

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their no show rates. How do we actually

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see some of these things,

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at the front line? So it does take

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some time, but it's really investing in the

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education for our teams.

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Therefore, the foundation is kind of set to

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take on these new

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shiny bright tools that are kind of out

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there.

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There are a lot of those right now,

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aren't there?

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Speaking of

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investing and and making investments, what is one

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risk or investment

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you think is worth making this year?

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Yeah.

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So instead of a technology or tool, I

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kinda would like to say investing in storytelling.

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We often focus right on data or metrics

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or tools, which are critical, but stories

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really give that data or tool life.

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They help people understand the why behind the

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work,

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whether it's a patient success story or a

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staff win.

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Storytelling

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connects the mission to the outcome, and it

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helps build momentum for change.

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It's an investment that pays off, right, in

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engagement and in culture, but storytelling is the

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biggest investment

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of making this year.

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Absolutely. I think it's a great point of

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focus for any system or or anyone in

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health care.

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Where do you see the best opportunities for

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growth in the future?

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So this one, I kinda have a long

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winded type of answer, but,

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it's

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I see a huge opportunity

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in combining, right, technology

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and human connection.

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Things like course intelligence scheduling or virtual access

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and proactive outreach can really transform patient experiences

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when done thoughtfully.

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Fully. This starts with kind of rethinking

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how every touch point, if it's people, process,

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technology,

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how they work together to serve the patient.

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So I'm gonna kinda give you an example

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if you can imagine this. If we think

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about an outpatient visit,

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imagine walking into the clinic

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and

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everything feels seamless.

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You're greeted by your name.

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Your basic vital signs are taken already digitally,

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And that staff member walks you through, I

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like to say, a playlist of the day

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of what is expected.

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So we might get your health history or

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you're gonna do a blood draw, imaging. That's

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kinda like what I like to call a

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playlist of the day before seeing the provider.

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But what if you knew these things? And

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now let's say we get you into the

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clinic, you're in your room,

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but you didn't fill out a questionnaire online.

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Instead of delaying the visit or handing that

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patient a piece of paper, AI could step

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in. Right? Ask you those questions that a

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person would ask about your medications or your

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history,

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and AirBN technology

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can automatically pull that into your record.

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Then when the provider walks in, they have

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all that information they need,

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and you talk through some of your next

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steps. So you might need a referral or

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medications,

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in that office. And

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what if that referral was scheduled with you

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that same day,

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understanding the dates and times that are available

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to that patient, but you were offered

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it right then and there? And then by

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the end of the visit, you actually knew

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the top three things you need to do

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in your next step of that care journey,

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whether that's, right,

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the kind of connected intelligent experience not only

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saves time, but makes patients feel well informed

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and cared for

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in their next part of their journey.

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The future really

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isn't about technology replacing people. It's about using

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it to enhance operations,

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personalization,

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and really outcomes in care delivery.

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That's where I see the best opportunities for

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growth in the future is really redesigning how

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we take care of our patients.

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And I think you painted a great picture.

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The way I was actually picturing being a

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patient and walking in and

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being a part of all that.

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And as great as it sounds, I actually

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don't it doesn't seem like it's that far

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away, right, with the way technology is. Like,

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if you had to give a ballpark for,

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you know, some of those things you you

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mentioned where everything's kinda automated when you go

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in and it saves so much time,

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How how long do you think till we're

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till we're there?

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I think in certain areas,

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like, if it's capturing referrals or same time

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delivery,

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I think we're about 78%

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there. But now, right, the use of the

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technology and integration with people,

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the change management that comes with it,

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I think that is a piece that might

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take some time to adopt with our teams.

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Absolutely. Yeah. I think that shows that there's,

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you know, certainly some things to be very

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optimistic about. And, Prasanna, thanks so much for

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joining us on the podcast. I think it

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was an awesome conversation. I look forward to

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working with you again soon.

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Yes. I look forward to speaking with you

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again too, Scott.

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At athenahealth, we know your ambulatory practice wants

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healthier,

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