For decades, healthcare phone automation was designed primarily to route calls and contain costs. Today's voice AI is beginning to change all of that.
In this episode of Health's Beat, host Sandy Vance talks with Lisa Gohil, Healthcare General Manager at Vapi, about how conversational voice AI is transforming the healthcare front door and creating opportunities that go far beyond traditional call center automation.
As voice AI evolves, Lisa argues that the opportunity isn't simply to replace calls handled by people. It's to make getting help easier, more proactive, and more personalized for patients.
In this episode, they talk about:
How voice AI is moving healthcare beyond the traditional phone tree
Why voice AI can be a growth driver, not just a cost-cutting tool
How proactive outreach can improve scheduling and referral conversion
Why patient satisfaction may challenge assumptions about AI-powered calls
How voice agents use context and knowledge to personalize conversations
Why successful AI deployments require workflow redesign, not just automation
Where human escalation belongs in an AI-powered patient experience
How voice AI could make healthcare's front door easier to navigate
A Little About Lisa:
Lisa Gohil is a healthcare executive leader with 20 years of experience at the intersection of technology and healthcare: evaluating, selling, and buying technology solutions. Lisa specializes in matching problems with the right solutions and designing business models that can support sustainable transformation. Lisa currently leads Healthcare at Vapi, the leading enterprise voice AI technology.
Prior to joining Vapi, Lisa spent 4 years at Stanford Medicine Health Care, where she led the Digital Health team and determined the enterprise’s 3-5 year digital health strategy and roadmap (for Adult Hospitals and Clinics).
She also led Stanford’s Emerging Applications Laboratory (SEAL), an innovation team that incubates (designs, prototypes, generates user feedback) tech solutions for clinician pain points and de-risks emerging technology for the enterprise. Before Stanford Healthcare, Lisa led commercial and marketing functions for a clinical research startup and spent nearly a decade at Deloitte Consulting partnering with Fortune 500 healthcare companies on growth strategy.
