How Health Systems Are Unlocking Value with Ambient AI

“Some providers may be hesitant at first, but once they start using it, they see how naturally it fits into their workflow. Ambient technology can adapt to any environment, and the key is to work with it rather than against it. When you do, it becomes a real partner in care delivery.”

In this installment of Commure Uncharted, Dr. Jean-Luc Neptune, Executive Medical Director and member of the Commure Clinical Council, sits down with Sarah Wildermuth, Senior Operations Manager on Commure’s Enterprise Ambient Implementation Team. They discuss what successful AI deployments look like in the field, the lessons learned  from large-scale rollouts, and the impact of Ambient AI on the provider experience.

A “Boots on the Ground” View from the Frontlines of Healthcare

Dr. Jean-Luc Neptune:

Great to speak with you again, Sarah. You’re one of our in-house experts on making Ambient AI work in the field. To start, can you tell us a bit about yourself and your recent projects at Commure? 

Sarah Wildermuth:

As a Senior Operations Manager on the Enterprise Ambient Implementation Team, I focus on enterprise-scale deployments across large multi-specialty organizations. Some of our most recent deployments have been with a 600-provider group and a 500-provider plus urgent care network. We are also beginning pre-planning with one of the largest health care facilities across several markets.

Each organization brings unique challenges. I have enjoyed learning those nuances and adapting our implementations accordingly.

We also manage pilot programs with providers ranging from tech-savvy early adopters to those who prefer a slower approach, which helps ensure the product works seamlessly for everyone.

What The Deployment Process Entails

Dr. Jean-Luc Neptune:

When working with a large national hospital chain that is rolling out new technology, what is step one? How do you even begin an engagement of that scale?

Sarah Wildermuth:

It starts with planning. We usually give ourselves a few months to prepare because you cannot just jump right in. Every department needs to know the project is getting underway, even those not directly involved in training, like revenue cycle teams. While they are not leading provider training, they see the downstream impact of better documentation and billing, so early communication is key.

We reach out to department leaders to let them know the project is happening and invite them to an initial kickoff meeting. That meeting covers timelines and an overview of the Commure Ambient solution, which sets the foundation for a smooth deployment.

Dr. Jean-Luc Neptune:

How do you align executives and frontline staff on expectations for new technology? 

Sarah Wildermuth:

The most successful deployments start with strong leadership buy-in. Many of the executives we work with are clinicians themselves, so they have either tested the product personally or know colleagues who have. When they see the benefits firsthand, it makes a big difference.

When leaders champion the solution internally, it sets the tone. Providers are much more likely to engage when they hear directly from their Chief Medical Officer or another respected leader that the technology works and will help them. It creates awareness ahead of training and helps the deployment be received more positively across the board.

Dr. Jean-Luc Neptune:

For many providers, this can feel like new initiative number one hundred. How do leaders promote the real value of adopting Ambient AI?

Sarah Wildermuth:

We rely heavily on pilot programs. Before a full-scale rollout, we run time-bound pilots with a small group of providers who become our champions. They use Commure Ambient for several months, which allows us to gather both qualitative and quantitative data.

We measure things like documentation time saved, reductions in after-hours “pajama time,” and even improvements in E&M coding levels, especially in urgent care. When we share those results with the broader organization, it helps new providers see the tangible value from day one.

Dr. Jean-Luc Neptune:

Once the organization is aligned, what technical and operational steps must happen before deployment?

Sarah Wildermuth:

There is quite a bit happening behind the scenes. We start by integrating with the customer’s electronic health record, or EHR. That allows us to both pull and send information, which helps create a complete note with fewer clicks for the provider. Once the integration is live, they can generate and send their final note with a single click.

Alongside that technical workstream, we also have a compliance and security workstream focused on policies like data retention and patient consent. Then there is the provider operations and training workstream, which covers how we will train hundreds of providers over the rollout period.

In the best case, planning can be completed in about thirty days, depending on how quickly the customer moves. In more complex cases, it can take up to four months.

Evaluating Effectiveness & Impact

Dr. Jean-Luc Neptune:

When evaluating an ambient AI deployment, what metrics do you look at to determine whether it is working? And on the flip side, what are the early signs that something might be off track?

Sarah Wildermuth:

The main metrics are provider adoption and utilization. Adoption measures how many providers use Ambient AI at least once in a given day, while utilization tracks how often they use it across all their appointments.

If training completion is high but adoption is low, that is a red flag. It usually means providers do not feel fully confident using the technology. To close that gap, we conduct quick post-training surveys (just two questions via QR code) to assess readiness and identify anyone who might need extra support. We also run live test sessions in the EHR so providers can see the technology in action before they start using it with patients.

Dr. Jean-Luc Neptune:

And you also look at provider satisfaction and time savings, right?

Sarah Wildermuth:

Exactly. We track time-in-note metrics and conduct surveys to capture how the technology affects work-life balance and overall satisfaction. If providers are spending less time documenting, they are usually happier. 

Burnout is a real issue in healthcare, and one reason I enjoy this work is seeing the direct impact on providers’ lives. We often hear stories like, “I got to pick up my kids from school today,” or, “I actually had dinner with my family.” Those moments are a reminder that the product really is making a difference. We are also implementing use cases for AI beyond clinical scribing, such as scheduling/front office workflows, appointment reminders and follow-ups, RCM, and much more.

Driving Adoption & Trust

Dr. Jean-Luc Neptune:

Some providers clearly love the technology and see the benefits right away. But there is always a small group who resist change. How do you build trust with that group?

Sarah Wildermuth:

Those providers usually take longer to become consistent users, but getting the technology in their hands is the first step. The platform is simple to use, and we handle backend setup so that the final note looks and feels like what they are already used to seeing. The goal is to reduce friction and make the experience as familiar as possible.

At its core, the workflow is straightforward: start recording, see your patient, end recording, and your note is ready. Once they realize how easy it is, they start to see the benefits for themselves. Even the most hesitant users often begin slowly, one patient at a time, but over a few weeks they build confidence and fully adopt it.

‍Dr. Jean-Luc Neptune:

What advice would you give healthcare leaders who are just beginning to prepare for ambient technology?

Sarah Wildermuth:

I would tell them that this technology is not going anywhere. One of our pilot providers put it perfectly when he said, “AI is not going to replace doctors, but doctors using AI are going to replace doctors not using AI.”

I have never seen a specialty or provider type where it does not work. Some providers may be hesitant at first, but once they start using it, they see how naturally it fits into their workflow. Ambient technology can adapt to any environment, and the key is to work with it rather than against it. When you do, it becomes a real partner in care delivery.

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You likely had several options — why did you choose Commure?‍

Dhanvee Ivaturi,  Head of Engineering, Infra (BS Computer Science ‘21): School taught me that I derive a lot of joy from work, and I wanted to make sure I had that with my first job. I was looking for two things: working on products that solve real problems in fields I care about, and having the opportunity to work really hard and be recognized for it. I joined Commure because it checked those boxes: we build products that reshape the healthcare industry, and we are a meritocracy. I felt like I had a real chance at making an impact on the healthcare industry (and it turned out to be true!).

Sri Kanipakala, Tech Lead, Ambient AI (BS Computer Science ‘23): I wanted the startup experience, the chance to learn fast, take high ownership, and build meaningful products. Also, I wanted to improve healthcare by building tools that directly help clinicians and patients. I saw Commure as a place where I could grow faster and take on real responsibility early, compared to the narrower roles often found in big tech.

Jarrar Haider, Operations Manager (MS Business Analytics ‘23): There were multiple reasons. First, I have always been fascinated by fast-growing startups and the opportunities for growth they present. Second, I wanted to be in a space where I was getting exposure to clients as well as getting a chance to be more technical (build dashboards, write SQL, etc). This role at Commure offered the best mix of both, which further solidified my choice to join Commure.

How did UMD prepare you for working at Commure?

Dhanvee: At UMD, I spent a decent amount of time on extracurriculars. I’d spend my evenings at Startup Shell working on random side projects, going to hackathons, or helping organize Bitcamp and Technica. These experiences turned me into a self-starter and someone who is always looking for problems to solve and solving them. I think these qualities of a good engineer at Commure, so I’m glad I spent time with those organizations at UMD.

Sri: Courses in algorithms, programming, HCI, product design, and business gave me a strong foundation for both technical and user-focused problems. On top of that, the entrepreneurship community through Startup Shell and the Dingman Center gave me the chance to build multiple startups, which helped me develop a founder mindset that has carried over directly to my work at Commure.

Jarrar: My role at Commure involves extensive work with data using SQL, and my time at UMD provided a strong foundation in database concepts, enabling me to understand how queries actually work at the backend, which helps me write more efficient and scalable SQL scripts. Additionally, the case studies we explored during the program offered valuable insights into real-world business scenarios, helping me develop a better understanding of how organizations operate. This perspective allows me to better prioritize tasks and align my work with broader business goals.

How have you grown?

Dhanvee: I’ve grown in tons of ways. My technical skills have grown a bunch. I know about the details of various Python libraries, ways in which Kubernetes misconfigurations can lead to production downtime (oops), and best practices to stand firm on for protecting quality. I’ve also learned how to deliver products end-to-end, which requires a lot of communication, planning, organization, and attention to detail (I used to think it was just a matter of writing the code). I’ve also learned to be a good teammate, either by giving meaningful feedback to folks, mentoring newer engineers, or fighting fires with the team to get stuff out.

Sri: I went from a scrappy “hacker” engineer building quick startup prototypes to learning how to deliver for high-stakes enterprise clients. That meant focusing on infra, tooling, maintainability, and reliability, and understanding what it really takes to build good software, from code quality to user experience. In just over a year, I also grew into a tech lead, mentoring engineers and guiding projects across a 20+ person team.

Jarrar: The growth has been tremendous. At Commure, I’ve had the opportunity to take full ownership of key workflows within my team, which has strengthened my sense of accountability and initiative. I’ve also deepened my understanding of the complexities within the healthcare industry and gained valuable experience in client engagement. These experiences have significantly contributed to my professional development and broadened my perspective both technically and strategically.

What is something you are really proud of accomplishing?

Dhanvee:  I built one of the first core features for our RCM product, a rule engine for submitting claims. It was the first project I led, and I had the opportunity to design and ship it end-to-end. A few weeks after it shipped, I walked into the office one day to see people teaching each other to use the tool I made. Years later, the feature is still alive and has been built on top of for many more use cases. It’s been rewarding to see the growth of the project I worked on.

Sri: Building the first writeback to EMRs, which made it possible for our product to not just read from medical records but also write back into them. This solved a major pain point for clinicians and opened an entirely new product line for the company. I expanded its scope by using web automation and reverse engineering to make integrations possible with complex and outdated systems. What began as a scrappy prototype has since grown into its own dedicated team, now powering a core part of Commure’s platform.

Jarrar: One accomplishment I’m particularly proud of is the tooling work I led for my team’s dashboard. What began as small improvements gradually evolved into full ownership of the tool, giving me the freedom to redesign and enhance it based on team needs and my own vision. I incorporated feedback to make it more powerful and user-friendly—helping the team track client performance and debug issues more efficiently. Knowing that the tools I built are still actively used and making a meaningful impact is incredibly rewarding.

What’s something you love about your team that has nothing to do with work?

Dhanvee: I love that I can spend time with my team as if they’re friends I made outside work. We crack jokes with each other at lunch, watch movies together, and make trips to SF every now and then. I consider my team my friends, and I’m thankful for that ability.

Sri: The people. We get along really well outside of work, whether it’s grabbing food together or just hanging out. What I appreciate most is that each team member brings a unique perspective, and everyone has a growth mindset and the drive to build something we’re proud of.

Jarrar: My team is probably the funniest group in the entire Operations department. They have a knack for turning even the most mundane situations into something hilarious with their playful idioms and quick wit. Just the other day, I was struggling to explain the phrase “fighting a losing battle,” and a coworker jumped in with, “It’s like trying to light a fire with rocks”—a perfect, and unintentionally funny, analogy. Moments like these keep the team dynamic light and make even the toughest days enjoyable.

What would you tell another UMD student considering Commure today?

Dhanvee: Think deeply about what you want to optimize for early in your career. Do you want to focus on your career, build meaningful products, and make an impact on an industry? If that’s what you want, and if you’re open to pushing yourself for that goal, you should join us. We love driven new grads and have opportunities to grow really fast.

Sri: You’ll get a lot of ownership early and the chance to learn quickly while working on problems that actually matter.

Jarrar: Don’t think twice, Commure offers incredible growth opportunities. It’s not every day that you get a front-row seat to drive meaningful change in the U.S. healthcare system. If you're passionate about making an impact, this is the place to be. Come in, stay focused, work hard, and you’ll see your contributions make a real difference.

Interested in a career building the next generation of healthcare technology powered by AI? We are always looking for talented people across our departments.

Explore Career Opportunities

The crowded healthcare AI market is reaching its next phase: survival of the most connected. Point solutions that can’t link patient care to payment will be replaced by unified platforms that do. On a recent HIMSS podcast, Commure’s SVP of Commercial Operations, Pat Winter, discussed why health systems must move past fragmented point tools toward unified platforms that connect intake, documentation, and RCM to see truly transformative outcomes. You can listen to the full podcast here.

From Point Solutions to Platforms

Solution sprawl makes it harder to run a health system (the average health system now relies on more than 150 solutions). As Winter explained, “It’s hard to have an integrated platform when you have disconnected software. We believe that these point solutions should be removed, and a platform like Commure is the future.”

The risk of point solutions is straightforward: if intake and eligibility aren’t connected to documentation and billing, preventable errors show up as denials and inaccurate patient bills. “Everything that we do at Commure starts at the beginning of the patient and goes all the way through claim submission,” Winter noted, so teams can manage outcomes instead of managing vendors.

Ambient + RCM for Measurable ROI

When looking at the ROI of Ambient AI, health systems are looking beyond just time-savings and looking at financial metrics. Describing a recent deployment, Winter said: “A lot of our deployments are focused on demonstrating hard ROI. In one instance, we saw pre-bill denials reduced by 16%, the error rate reduced by 35%, and the billing omission error rate reduced by 32%.  Holistically, we see our role as how do you get the most value from your ambient solution and how do you have a measurable impact on revenue cycle outcomes.”

Those gains come from treating ambient AI as a revenue system, not just a note-taker: billing rules are embedded in the workflow, documentation captures what payers require the first time, and the output flows cleanly into claim submission. Winter reported a ~97% first-pass rate and sub-2% denials when organizations take this prevention-first approach, which shortens days to  Accounts Receivable (AR) and lets teams concentrate on the smaller set of more complex claims.

Patient Access and Loyalty as Revenue Levers

Operational burden at the front desk erodes experience and throughput (at least 50% of patients experience operational friction, including long hold times, difficulty getting an appointment, or accessing follow-up information). Winter framed a more human model: “What if we could remove that burden with agentic workflows so that front office staff doesn’t have to do the scheduling, doesn’t have to answer the phone. When you come in for your appointment, you can be looked in the eye and they can really assist you.”

When agentic workflows handle scheduling and incoming calls, front desk staff can focus on people. That clarity supports leaner staffing models with fewer overtime spikes and less reliance on agency coverage, since call volume and check-in tasks are absorbed by the system. Fewer reschedules and fewer documentation gaps reduce rework for clinical and billing teams, which lowers downstream costs from avoidable denials, repeat outreach, and idle room time. The result is a smoother day that protects margins while keeping patients on track.

Building Intelligent, Human-Centered Systems

As the hope and hype of AI reaches new heights, health systems must find ways to drive measurable ROI from these solutions. To transform AI solutions from simple time-savers into true operating advantages, leading health systems are taking a platform-based approach, connecting adjacent workflows from documentation to RCM, and automating administrative tasks so clinicians can focus on people.

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Want to hear more on driving ROI with AI tools? Listen to the full podcast here.

Care doesn’t end when the IV comes out and the telemetry monitor is silenced. Once patients leave the hospital, most of their recovery plays out at home, where daily choices and limited support determine whether care plans hold or drift. The journey spans far more than a series of visits, and the handoff between settings shapes everything that follows.

For years, the default response was to add people and stretch shifts to cover every detail of discharge. Unfortunately, that approach almost always breaks down under staffing shortages, constrained resources, and slipping engagement.

What is needed now is a smarter layer of support that helps teams guide patients through the days and weeks after they leave. With the right technology, instructions carry forward, risks surface sooner, and transitions become easier for patients and clinicians to navigate.

What are transitions of care, and what are the risks?

Transitions of care are the handoffs between settings in a patient’s journey, like discharge from the hospital, a move to rehab, or the shift to at-home care. These moments are vulnerable. One study found that nearly 20% of patients experience adverse events within three weeks of discharge.

Another large contributor to failed transitions is handoffs between providers. One study showed the likelihood of 30-day hospital readmission increases by 16 percent with just a single handoff, and one in four hospitalizations during home health care could be avoided if handoffs were eliminated.

When handoffs falter, care teams feel the strain. Workloads rise, scarce resources get stretched, and frustration grows as avoidable issues return to the front door. The result is less time for top-of-license work, weaker communication, and a higher chance that small problems escalate into patient harm.

How can transitions of care be improved?

To fix transitions, start with why they break down. Discharge information is often incomplete or hard to follow, which leads to missed medications, drift from the care plan, and preventable readmissions.

The strongest lever to combat this breakdown in care is standardized, clear communication at discharge and across settings. Studies have found that communication interventions at the point of discharge are strongly associated with fewer readmissions, as well as better treatment adherence and patient satisfaction.

However, conversation alone is not enough because patients forget more than 50 percent of what is discussed. It is important to reinforce instructions with timely reminders and anticipatory guidance delivered where patients will actually see and use them.

How can digital healthcare help with transitions of care?

Closing the gap after discharge takes more than a conversation at the bedside. An intelligent care enablement platform gives patients and clinicians continuous support as care moves from hospital to home. Here is how they can help:

1. Streamlining care coordination

A unified view of the patient’s journey helps teams act quickly and consistently. With Commure Engage, clinicians can see patient messages alongside history and prior touchpoints, then loop in the right colleagues from an EHR-integrated workspace so nothing gets lost between settings.

2. Automating care follow-up

Refills, check-ins, and reminders are essential yet time-consuming when handled manually. Automation ensures every patient gets timely outreach and symptom checks, while clinicians spend more time at the top of their license and less time chasing tasks.

3. Educating patients

Discharge education fades fast. Conversational AI keeps teaching alive after the hospital stay by answering plain-language questions, reinforcing critical steps, and guiding patients to next actions with clinically reviewed content.

4. Simplifying symptom management

New or confusing symptoms often drive unnecessary calls and readmissions. A virtual assistant can respond in real time, ask clarifying questions, and escalate to the appropriate clinician when needed, giving patients clear direction and care teams actionable context.

5. Improving remote patient monitoring

Once patients are home, visibility drops. SMS-based outreach meets people where they are, captures status through brief check-ins, and flags issues early. That reduces back-and-forth in portals, clears up miscommunication, and keeps transitions moving in the right direction.

Ready for smoother transitions of care?

Every organization has its own hurdles, but the fix begins with clear communication and a platform that keeps guidance consistent from bedside to home. Commure Engage was built to do exactly that, so patients land on their feet and care teams stay aligned.

See Commure Engage in Action

You likely had several options — why did you choose Commure?

Alvin Tsui, Software Engineer (BS Computer Science & Engineering ‘23): I chose Commure because I wanted to dive deeper into the complex healthcare technology space and work directly with customers to build software that makes a real difference. As a recent graduate, I was drawn to the fast-paced environment and the chance to make an immediate impact. Since joining, I’ve learned a tremendous amount, not just from collaborating with customers but also from working closely with engineering peers and cross-functional teams across the company. From the start, the openness of the team and the culture of continuous learning also stood out. I wanted to be part of a group that cared deeply about the mission while pushing each other to grow and achieve ambitious goals together.

Zachary Little, Strategic Partnerships (BS Computer Science & Informatics ‘19): I wanted to work alongside a group of smart & hardworking people applying AI to healthcare. My passion for applying technology to healthcare started in my Junior year at UC Irvine, and the opportunity to further that mission at Commure was extremely compelling for me. This is a group of brilliant technologists, operators, and clinicians co-developing cutting-edge technology with the nation’s leading health systems. There is an incredible amount of opportunity to contribute to making the system more efficient, and through that to directly contribute to making people’s lives better.

Aditya Kishen, Head of Product Engineering, RCM (BS Computer Science & Informatics ‘21): I chose Commure because of the people. From the moment I interviewed, I could tell the engineers here were not only incredibly smart and determined but also kind and empathetic. I was looking for a place that was fast-paced and mission-driven, and Commure offered exactly that. I wanted to build alongside people who are deeply motivated to solve real problems every day — and that’s exactly what I found. On a personal note, almost all of my family are doctors, so I’ve seen firsthand how demanding and challenging the medical profession can be. The chance to make their lives even 1% easier through technology felt like a privilege. That alignment between Commure’s mission and my personal background made me feel like I was in the right place.

How have you grown?

Alvin:  When I first joined Commure, I had little understanding of how healthcare billing worked or the lifecycle of a patient. Over time, I have gained a strong grasp of how appointments are billed to insurance and the tools providers rely on to document and track patient progress. Just as importantly, I have grown as a developer by learning better patterns and standards for building scalable applications. I made plenty of mistakes early on, but each one has shaped the way I work today and helped me become a stronger engineer.

Zach: I’ve learned so much about the real-world work of hospitals and health systems through AI implementations at Commure. Technology can be interesting in a vacuum, but being able to connect directly with healthcare providers and administrators who are using our products to automate the biggest causes of burnout in their daily lives feels incredible.

Adit: I’ve grown in my ability to stay consistent, reliable, and pragmatic — qualities that are tested every day at a startup. There have been sprints where the stakes were existential for the product, and in those moments, you learn to step up. For example, I was deeply involved in rebuilding our core payments infrastructure for managing claims and later in finalizing our invoicing system. Those experiences taught me how to keep calm under pressure, break down complex problems, and focus on what matters most to move the product forward.

What is something you are really proud of accomplishing?

Alvin: I joined Commure as one of the early engineers on the EHR team and have been focused on building the product ever since. I still remember the excitement of our first launch and the thrill of seeing real customers use what we had built. Since then, I’ve had the chance to help drive numerous product launches, applying and refining the lessons learned along the way. Being part of developing the EHR end to end, scaling it, and watching it improve practice efficiency has been an incredibly rewarding experience.

Zach: I’m really proud of joining the company as an Account Executive, achieving 329% of quota in my first quarter, and moving into a Strategy & Partnerships team where I’m able to really leverage my commercial and technical skills to enable deep integrations with EHRs and Innovation Partners.  I’m really proud of helping two hospital systems with on-site enterprise-wide Ambient AI rollouts. One of the surgeons I onboarded told me, “I was planning to retire in the next year or two, and with this tool I’m rethinking that.” Our Doctors, Nurses, and Clinicians got into healthcare to take care of people, and historically have had to spend so much of their time on data entry and administrative work. Seeing this transformation on the ground in hospitals and health systems gives me a lot of pride in the work we do here. 

Adit: I’m proud of the work I’ve done helping to build out Insights, our practice management software. One of the biggest challenges was designing for multiple personas, front desk staff, back-office teams, and administrators, each with different workflows and expectations. We had to think carefully about how to support all of them. That meant building everything from a POS system for the front desk, to worklists for the back office, to reports for admins, and layering on automations to make the whole experience seamless. Knowing that thousands of healthcare staff rely on this system every day makes all the effort worthwhile.

What’s something you love about your team that has nothing to do with work?

Alvin: One thing I really appreciate is how approachable everyone is. It feels natural to ask for help at work, but also to share music we are into or plan a dinner after hours. Those casual hangouts make it easy to connect and bring a sense of fun and lightness to the workday.

Zach: I’ve never seen an environment like this where a bunch of the smartest folks I’ve encountered are rebuilding Healthcare. It’s electric.

Adit: What I love most is that this team genuinely shows up for each other. Beyond work, I’ve had opportunities to travel around California with my teammates and try new activities together — skiing, surfing, even sailing. Those shared experiences build trust and camaraderie that carry over into how we collaborate on a day-to-day basis. It feels less like just a workplace and more like a community.

What would you tell another UC Irvine student considering Commure today?

Alvin: I would tell them Commure is a place where you grow in every way, not just as an engineer but also as a teammate and problem solver. You get real exposure to healthcare and cross-functional work, and you see the direct impact of your code on patients and providers. The problems are tough, but the mission makes it all worth it.

Zach: Reach out to me. The transition from college to career can be a big jump, and I’m a few years further down the same path. I’m happy to help be a resource for you as you transition into the next phase of your life.

Adit: I would tell them that Commure is an incredible place to start a career if you want to make a real difference. Here, there are no artificial speed bumps — if you’re performing at the level of a senior engineer, you’ll be treated as one. Your growth isn’t limited by your title or years of experience; it’s defined by the impact you make. If you’re motivated, proactive, and willing to put in the work, Commure will give you the opportunity to learn quickly and contribute meaningfully from day one.

Interested in a career building the next generation of healthcare technology powered by AI? We are always looking for talented people across our departments.

Explore Career Opportunities

MEDITECH LIVE 25 put the spotlight on making everyday clinical and administrative work simpler and more consistent. The throughline was clear: reduce steps for clinicians, use shared data to guide decisions, and track outcomes you can verify.

As a MEDITECH Alliance partner, Commure joined to showcase our Ambient AI solution, which is embedded directly within MEDITECH Expanse and Expanse Now. Leading MEDITECH-powered organizations are leveraging Commure Ambient AI to streamline clinical documentation, reduce administrative burdens, and enable clinicians to focus more fully on patient care within their daily workflows.

After three action-packed days, two key themes stood out that will shape how health systems evaluate partners and implement AI technology in the year ahead.

AI Adoption Starts in the EHR

Effective AI adoption starts with meeting clinicians where they work, in the EHR. When solutions are EHR native, share context from the patient record, and protect data quality, adoption rises and results are easier to verify. It also eases burnout by cutting context switching and the need for duplicate entries.

Inside health systems, the efforts to move past pilots to lasting adoption share a few traits: clear goals that matter to patients and staff, a small set of stable measures that everyone recognizes, ownership that spans teams and time, and learning cycles tight enough to reflect real clinical experience. In environments like that, pilots expand more reliably, training stays manageable, and improvements show up in everyday work.

Platforms Over Point Solutions

Another key takeaway from conversations at MEDITECH LIVE 25 was something Commure has been a proponent of since the beginning: point solutions are dead. Healthcare has long been plagued by technology systems that don’t talk to each other. Each point solution creates a separate place to click, a separate data feed to reconcile, and a separate set of policies to maintain.

Health systems are increasingly looking for partners that provide a platform-powered approach to reconcile data across EHRs and other IT systems. 

By centralizing login, access controls, data flows, auditing, and vendor support, a platform approach enables each new capability to build on the last. Systems can start with a high-value need, such as clinical documentation, and then layer on adjacent capabilities and workflows, like revenue cycle management, without redoing integrations or retraining staff from scratch. The data stays coherent, which makes it easier to prove impact and easier to spot where to improve next.

Platform models pair a stable core with open standards so new capabilities can be added without disrupting existing workflows. For health systems, this means more clinician time with patients, faster patient access, and tighter revenue performance due to less solution bloat and better integrations between tools. When it comes to adding new solutions, the process is predictable, risk is lower, and the total cost of ownership improves as more needs run on one foundation.

MEDITECH LIVE 25 reinforced a simple plan of action: meet clinicians where they work and build on platforms that compound value instead of distributing it.

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Want to see how we apply these principles to MEDITECH customers? Speak with a Commure product expert today.
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Take the Platform Approach

No-shows continue to be a challenge in healthcare, with missed visits draining healthcare resources and impacting patient care outcomes. An MGMA poll found 88 percent of practices reported no-show rates staying the same or increasing versus 2024, while only 13 percent saw a decrease. 

With AI and digital health development moving at warp speed, how can providers leverage recent technology to change this trend? But first, let’s explore the effects no-shows and cancellations have on healthcare organizations.

The negative impact of no-shows and cancellations
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• Financial loss for providers - Missed visits remove revenue that is rarely recovered, while fixed costs continue. Fragmented schedules reduce productivity, contributing to an estimated 150 billion dollars in annual losses in the United States.
  
  
• Wasted resources - Capacity goes underused when an appointment falls through. Clinician time and exam rooms often sit idle, which lowers throughput and raises per-visit costs across the day.
  
  
• Reduced access to care - Last-minute gaps are hard to fill, so backlogs grow. Patients already face long waits, with an average of 31 days to see a doctor, and no-shows push those delays even further.
  
  
• Negative impact on patient health - Follow-ups keep treatment plans on track and allow timely adjustments. Skipped visits interrupt monitoring and increase the chance that manageable issues become complications.
  
  
• Increased administrative burden - Staff spend additional time rescheduling, doing outreach, and fixing records. The extra work fuels burnout and pulls attention away from top-of-license care.
  
  
• Lower patient experience and trust - Repeated scheduling issues create frustration and erode confidence. Over time, engagement drops and patients are less likely to stick with care plans.

Effective strategies focus on better preparation, timely communication, and responsive support so appointments hold and care stays on track.

How AI-powered care journeys can reduce no-shows
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1. Advanced patient prep and education

Insufficient prep is a common driver of last-minute cancellations. Colonoscopy programs illustrate the risk, with studies showing about 26 percent of patients arrive with poor bowel preparation. When instructions live on paper alone, they are easier to misplace or misread as the date approaches.

Commure Engage brings preparation into the daily routine. The platform sends short SMS check-ins before a procedure and runs quick assessments. Based on each response, it delivers targeted guidance that reinforces the steps that matter most. It confirms understanding and tracks readiness, flagging issues early so staff can follow up and patients arrive prepared. The results of this speak for themselves, with Yale New Haven Health seeing a 54% reduction in no-show and cancellation rates.

2. Enhanced SDOH data collection

Social determinants of health (SDOH) are often the cause of missed visits. A national survey of congestive heart failure patients linked repeated no-shows with living alone, limited support, and unstable housing. These pressures can also appear as transportation gaps or low health literacy that make instructions hard to follow.

Most of this plays out away from the hospital, which leaves teams guessing. Commure Engage uses SMS to ask brief, plain-language questions about barriers, capture responses for the care team, and offer targeted help when a need is flagged. That can include ride options or financial assistance, along with prompts for timely follow-up. The result is a clearer view of why appointments are missed and practical ways to keep patients on track.

3. “Always On” AI-powered responsiveness

Proactive prep helps, but last-minute questions still pop up. Uncertainty about symptoms or prep steps can cause patients to hesitate and skip visits.

Many tools handle scheduling yet struggle with specific clinical questions. A patient asking what they can drink the day before a procedure needs clear, immediate guidance, not a generic script.

Commure Engage uses natural language processing to understand patient questions in plain language, then responds back in plain language through SMS, referencing clinician-curated content. It can confirm understanding, track unresolved issues, and route concerns to the care team when needed. Patients get timely answers, feel more prepared, and are less likely to cancel.

Explore how Commure Engage’s AI-powered care journeys reduce no-shows and provide a better overall care experience for patients.

See What AI Can Do

Tell us a little bit about yourself—what do you like to do outside of work?

I’m big into traveling and spending time outdoors! My most recent trips included skiing in Utah, hiking in Norway, seeing Hamilton on broadway, and diving the US Virgin Islands; it’s been a good year. When I’m not outside, you can find me spending time on the couch with my cats, dancing salsa at the studio, or singing in the local choir. 

Describe a day in the life of your role.

Everyday is different! Some days I’m in back to back meetings with prospective clients, some I’m primarily supporting my team, and others I’m on the road saying “hi” to anyone who will let me. I travel often, typically at conferences or other work trips a couple times a month.

What made you decide to join Commure?

After 10 years in clinical practice, I knew there was something more I could be doing to impact healthcare. Athelas/Commure is changing the landscape of healthcare technology, and I was excited to jump on the train. Plus, what an opportunity to challenge myself and solve new problems!

‍How would you describe the Commure company culture?

The primary word that comes to mind is collaborative. There’s a real sense that everyone is working toward the same mission, and people are quick to share knowledge, offer help, and celebrate each other’s wins! It’s an environment where teamwork is encouraged, and you feel empowered to bring ideas forward knowing others will build on them with you. The team balances high standards with genuine support, which makes it both motivating and rewarding to be part of the team. 

What advice would you give someone on their first day at Commure?

Come in curious and ready to learn. The first few weeks (even months) are a whirlwind of information, but it all comes together and you’ll have support along the way. It’s well worth the wild ride! Also, get to know your onboarding cohort. They’ll be your little family initially and having them to lean on when days are tough is game-changing. 

What has been your greatest accomplishment so far at Commure?

Whole heartedly I have to say my greatest accomplishments are seeing my team reach their goals. Being in a team lead role gives me the opportunity to mentor and support some amazing folks. I get just as excited (if not MORE excited) about their wins as my own, because at the end of the day, helping them succeed feels like the biggest win of all.

Interested in a career building the next generation of healthcare technology powered by AI? We are always looking for talented people across our departments.

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