AI Technologies Like Ambient Listening Proving to be a ‘Game Changer” at Emory Healthcare

As the healthcare industry embraces digital transformation, Emory Healthcare stands out for its strategic and innovative technology solutions. In this interview, Scott Smiser, CTO of Emory Healthcare, shared insights with Anthony Guerra, Editor-in- Chief of healthsystemCIO, into  Emory’s approach to digital transformation, the potential of AI to enhance clinician productivity, and the role of cloud migration in preparing for a more flexible and scalable future.

Watch or listen to the full interview below, or subscribe to healthsystemCIO on your favorite podcasting channel.

AI’s Role in Enhancing Care and Clinician Productivity

AI technology in healthcare has garnered significant attention, yet not all emerging technologies are equally impactful across industries. Smiser noted how AI differs from previous overhyped technologies like blockchain, especially in its tangible, system-wide applications across healthcare. “I feel like AI is a little bit different in that the applicability in the use cases around how AI could be applied within the continuum of care… it completely [covers] the healthcare setting,” he explained. Emory’s focus on AI goes beyond implementing technology for technology’s sake, aiming instead for specific solutions that support caregivers and reduce the burdens on healthcare staff.

One area where AI has shown transformative potential is in ambient listening technology, which is increasingly used in Emory’s hospitals. Ambient listening, an AI-powered solution that transcribes and assists with documentation, has had a remarkable impact on clinicians’ lives. “There’s not a time that I don’t round in the facilities or interact with doctors that say, ‘This has changed my life,” Smiser shared. He highlighted how this technology reduces what is known as “pajama time,” where clinicians work late hours completing documentation after their shifts. By alleviating these burdens, ambient listening allows caregivers time to focus more on patient interactions and maintain a better work-life balance.

AI as a Partner in the Patient Journey

Emory’s strategic approach to AI underscores the importance of identifying where technology can have the most significant impact on patient care. For example, ambient listening has had promising results, enabling doctors to take on more patients without increasing their workload. Smiser cited Alistair Erskine, MD, Enterprise Chief Information & Digital Officer, Emory Healthcare, who observed that doctors using ambient listening are now able to see approximately two additional patients per day. This kind of productivity increase is particularly beneficial in specialties with long patient wait times, where access to more patients can significantly improve healthcare outcomes.

AI is also supporting clinicians in other ways, such as by integrating with Emory’s EMR (Epic) to streamline documentation and enhance clinical workflows. “I look at AI from the standpoint of how do we really wrap that around the EMR experience…not just for the docs but for the nurses and the frontline workers who are interacting with patients,” Smiser said. The goal is to create seamless, AI-enhanced workflows that decrease the administrative load on clinicians and allow them to prioritize direct patient care. By using AI in this way, Emory is aligning with a central goal of reducing clinician burnout while enhancing the quality and efficiency of patient care.

Strategic Cloud Migration to Enable Flexibility and Resilience

While AI offers Emory ways to improve daily operations, cloud migration plays a critical role in the broader digital transformation that prepares Emory for the future. As Emory transitions its primary and disaster recovery data centers to the cloud, it aims to improve system resilience, security, and scalability. “We’re dispositioning everything into the cloud…while we’re rolling down the road at a hundred miles an hour,” Smiser explained. This ambitious project reflects Emory’s commitment to creating a more flexible and responsive IT infrastructure that can support future growth and the evolving needs of healthcare.

For large healthcare systems, moving to the cloud is not merely an IT decision; it is an operational strategy. Cloud migration provides scalability that allows Emory to adjust resources based on demand, ensuring they are well-prepared for unexpected surges in patient care needs or other emergencies. This approach also fosters a more secure environment where patient data can be protected using the latest cloud-based security measures. Emory’s focus on cloud infrastructure reflects an understanding of the long-term benefits that digital agility offers in an industry where regulatory, operational, and technological demands continue to grow.

Balancing Innovation with Organizational Change Management

In the fast-evolving world of healthcare IT, rapid innovation must be balanced with the realities of clinical workflows and organizational capacity for change. Smiser emphasized the importance of managing change thoughtfully within healthcare, where frequent process updates can overwhelm already-busy staff. “I don’t think people should just…start implementing change because they went to a conference or heard about something cool,” he advised. Instead, Emory’s approach is to focus on small, carefully controlled pilot programs that can be tested, refined, and eventually scaled across the organization. This method ensures that changes are both impactful and sustainable, preventing innovation fatigue among clinicians.

Furthermore, Emory’s shift from a traditional IT function to a “digital partner” role represents a cultural evolution that has helped foster a collaborative and supportive environment. “We absolved ourselves of the term IT at Emory. We’re Emory Digital,” Smiser said, describing how this change transformed the perception of Emory’s technology department into a value center within the organization. Emory’s digital team is now seen as a partner actively working to improve clinical and operational outcomes, which has helped cultivate a more engaged and supportive culture across departments.

AI technology in healthcare has garnered significant attention, yet not all emerging technologies are equally impactful across industries. Smiser noted how AI differs from previous overhyped technologies like blockchain, especially in its tangible, system-wide applications across healthcare. “I feel like AI is a little bit different in that the applicability in the use cases around how AI could be applied within the continuum of care…completely [covers] the healthcare setting,” he explained. Emory’s focus on AI goes beyond implementing technology for technology’s sake, aiming instead for specific solutions that support caregivers and reduce the burdens on healthcare staff.

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