When AI replaces people
By Pamela J. Gallagher
I’ve heard it said that “AI replaces processes, not people.” But the hard reality is that if people are performing roles in a process, and if a newly adopted technology can execute the tasks of those roles, then people will lose their jobs.
While it is sometimes feasible to retain people when a new technology is added, in the long term it is not possible to keep adding tech and keep all your people. Both are costly. In an effort to avoid displacing people, organizations tend to hold back on AI. But new technologies have the ability to improve patient and front-line employee safety, streamline processes, and reduce burnout, which are all mission-driven goals! Displacing an employee in favor of incorporating AI is one of the weightiest decisions modern healthcare leaders have to make. It has gravity—and appropriately so!—and it feels downright awful.
How do we as leaders adopt consequential AI solutions responsibly so that we can move forward with integrity and confidence?
Research diligently.
Don’t go after a new technology just because it’s flashy. You must do your homework first. Don’t assume that because a task is considered “lower-level” that it should be the first to be replaced by AI. While that is often the case, you must observe the current work being done at all levels to get the fullest picture of operational efficiency and potential areas for cost savings. Failure to do so can put the organization at risk and displace employees unnecessarily.
Furthermore, leaders must examine the larger picture of the healthcare industry as a whole. Payor dynamics, regulatory frameworks, and labor costs that are rapidly rising higher than the rate of reimbursement—all of these things impact whether AI is an effective solution to an organization’s operational challenges. Additionally, many companies that healthcare organizations contract with are relying more heavily on AI. Having the right technology in place to align with the contracted companies’ AI offerings is often required in order for your organization to get the most out of the service it is paying for.
Reframe the situation.
It is easy to reduce displacement situations to “replacing a person in favor of a machine.” But there is so much more to these decisions than that, and it is important to keep a wider frame as you view the situation. Wise investment in AI is about preserving and investing in the core workforce that represents the most central parts of an organization’s mission. Improving efficiency and cutting costs enables better stewardship of the employees that remain after the addition of an AI technology. This is essential for future mission-aligned growth across the organization.
Retain your humanity.
Even in situations where it is clear that it is the right thing for the organization to adopt a technology that will result in the loss of jobs, it doesn’t make it easy. It is possible to be confident that the decision is what is best, but be heartbroken for the people who are impacted by it. There is no formula or reframing that will remove the emotional difficulty of the situation, especially for leaders who genuinely care for those they lead.
It is better to choose to remain soft-hearted toward others when making these hard decisions about what is best for the whole. After all, these are the kinds of people we need leading organizations that are dedicated to the compassionate care of their patients and communities.