AI in healthcare is moving fast, but what does real, operational impact actually look like? In this episode, host Sandy Vance chats with Aditya Bansod, CTO and co-founder of Luma Health, and Michelle Winfield-Hanrahan, RN BSN MHA MSN about this very topic. They share how the University of Arkansas for Medical Sciences is scaling AI beyond the call center and into complex, high-friction workflows like fax processing and patient access. From backfilling missed appointments to transforming referral intake, this conversation dives into what it takes to build trust, move quickly, and turn AI into measurable results across an entire health system.
In this episode, they talk about:
How UAMS identified a high-impact, low-risk entry point for AI in call center workflows
Turning after-hours cancellations into filled appointments and improved patient access
Why trust in the partner matters just as much as trust in the technology
Expanding from AI call handling to backend fax automation
How AI is reducing referral lag time and improving data visibility
The power of an EHR-first strategy and working inside existing workflows
Avoiding “AI sprawl” and the challenge of managing too many point solutions
Real talk on ROI: operational efficiency, revenue lift, and happier patients
Why success builds momentum for scaling AI across departments
Practical advice for health systems navigating the explosion of AI vendors
A Little About Aditya and Michelle:
Aditya Bansod is CTO and co-founder of Luma Health. With a lifelong passion for building software, Bansod leads Luma Health’s technical vision and strategic direction for building a Patient Success Platform that empowers healthcare providers to serve their patients better and improve healthcare outcomes. With over 15 years of experience as a product management leader developing mobile solutions at Adobe and Microsoft, and at venture-backed start-ups, Bansod made the transition from B2B software solutions to healthcare in 2015 to have a meaningful and measurable impact on how providers use mobile technologies to engage with and communicate with their patients.
Michelle Winfield-Hanrahan, RN BSN MHA MSN, is a seasoned healthcare clinical operations executive with over 20 years of experience in optimizing patient access, improving patient engagement, and streamlining clinical operations. Throughout her career, Michelle has demonstrated a strong ability to lead cross-functional teams and implement strategic initiatives that enhance the patient experience, increase operational efficiency, and drive sustainable growth.
In her current role as Chief Clinical Access Officer and Associate Vice Chancellor of Access at the University of Arkansas for Medical Sciences, Michelle oversees patient access and flow from both the outpatient and inpatient setting, ensuring seamless patient flow and appointment scheduling, reducing wait times, and improving overall patient satisfaction. She has spearheaded innovative solutions that leverage technology to enhance patient communication and engagement, ensuring that patients remain informed, involved, and empowered throughout their healthcare journey.
Michelle is dedicated to driving innovation in healthcare operations and is committed to making quality healthcare more accessible and efficient for all.
