The New Healthcare Access Layer: Connectivity, AI, and Real Operational Gains

In this episode of the Becker's Healthcare Podcast, Erica Spicer-Mason interviews David Edwards, Chief Technology Officer at Relatient, about the evolving landscape of healthcare connectivity, AI adoption, and operational efficiency. Edwards reflects on his journey from a 25-year career at Cerner to stepping away from healthcare to gain broader technology leadership experience, which he now leverages in his current role. He highlights the growing momentum behind the FHIR interoperability standard, noting its critical mass adoption has enabled better system connectivity, yet widespread implementation remains uneven—particularly among EMR and practice management systems. Edwards emphasizes that real value in AI comes not from hype, but from solving specific business problems, especially in administrative functions like scheduling, support, and marketing. He spotlighted voice AI as a transformative tool, particularly in call centers, where it handles routine patient interactions 24/7, reducing wait times and improving access—while routing complex cases to humans. He stresses the importance of responsible AI adoption in healthcare, given the high stakes around patient safety, advocating for human-in-the-loop models and risk-based guardrails. His final advice: start small, experiment safely, and let early wins build organizational confidence in AI’s potential. Key takeaways include: 1) FHIR adoption is accelerating but still inconsistent across systems, creating a bottleneck for innovation; 2) Voice AI delivers measurable gains in patient access and operational efficiency when integrated with core systems; 3) AI success hinges on solving real business problems, not chasing trends; 4) Healthcare’s unique risks demand robust guardrails, especially for clinical AI applications; 5) Organizations should experiment with low-risk AI use cases to build internal momentum and reduce resistance; 6) Leadership must balance curiosity with caution, prioritizing safety and measurable impact over fear of missing out.