Responsible AI in Healthcare: Balancing Innovation and Humanity
Artificial intelligence is everywhere in healthcare conversations today, but how do we ensure it’s used responsibly?
On a recent episode of Patient No Longer, host Ryan Donohue sat down with Todd Quartiere, Leader for Responsible AI at Vynamic, an Inizio Advisory Company, and the Executive Director of the Foundation for AI in Health, to explore what responsible AI really means and how it can transform the patient experience without losing sight of humanity.
What Does “Responsible AI” Really Mean?
AI often feels like a buzzword, but Todd brings clarity by reframing it as a balancing act.
“The responsibility piece to me is a balancing act of all of the different principles that we often talk about—ethics, safety, accountability—and the practical reality of commercializing these products,” he says.
He explains that responsible AI is not just about building smarter tools, but ensuring they’re safe, ethical, and truly beneficial for patients. The end goal is not replacing humans, but enhancing human care.
Defining Artificial Intelligence in Practical Terms
One of the challenges in healthcare is that AI means different things to different people. Todd simplifies it:
“When I’m talking about AI, I break it into one of three things: if it can learn on its own, if it can interpret sensory information, or if it can make unclear decisions,” he says. In any of those cases, he adds, “that’s AI.”
This practical definition helps leaders move past hype and evaluate AI technologies based on what they can actually do to improve care.
AI’s Direct Impact on the Patient Experience
So how does AI show up for patients? For Todd, it’s in the day-to-day interactions that often frustrate people—like scheduling, navigating a hospital building, or calling a service center.
“When patients are interacting with a patient service rep and they’re trying to schedule an appointment or ask when their next appointment is, it takes a lot of time,” he says. “There’s a lot of disruption happening. Tomorrow, that looks a lot different.”
Instead of waiting on hold or getting transferred multiple times, patients could interact with conversational AI—technology designed to understand language, anticipate needs, and deliver consistent, empathetic answers 24/7.
“Maybe I don’t need to call into this call center,” Todd notes. “Maybe I can open an app, go to a website, even call a number, and have voice AI guide me through the process. That is always going to be as sensitive and caring as it’s designed to be.”
For patients, that means less waiting, fewer barriers, and more reliable access to the information and care they need.
AI Won’t Replace Humanity
A common concern among clinicians and staff is around whether AI will replace human roles. Todd challenges that idea with an important perspective.
“Sometimes what we consider a human experience—filling out forms, waiting around—can be quite inhumane,” he says. “As different forms of AI are able to tackle straightforward tasks…the true humanity remains.”
He draws parallels to past technological shifts, such as calculators transforming accounting work. Just as those roles didn’t disappear but evolved, so too will roles in healthcare. By automating repetitive administrative work, AI creates space for human connection where it matters most.
“Where we could get back to—and where I see us going—is starting to consider that person who might not want someone person-to-person online,” he says. “What about when they go to the clinic and they’re waiting? Are there ways we can take patient-service reps and start to improve experiences in person?”
In this sense, AI isn’t replacing human care. It’s making room for more human-centered interactions.
Beyond the Shiny Objects: Digital Transformation with Purpose
Todd cautions leaders against chasing trends without strategy.
“AI has never been the be-all and end-all,” he says. “It’s not going to fix healthcare; it’s not going to heal the world. But what it will do is improve a lot of specific things—and we’re already seeing it improve provider documentation and customer conversations.”
The leaders who succeed, he says, are those who view AI as part of a larger technology ecosystem—not as a silver bullet.
The Future of Healthcare Disruptors
Tech giants like Amazon and Apple are already reshaping healthcare, and Todd expects more disruption ahead.
“Apple is not a healthcare company. But Apple has now published huge medical studies with their Apple Watch and broken into the space of doing one- and two-lead EKGs right on your wrist,” he points out. “That is the extension of a technology company entering into what we traditionally thought of as healthcare.”
This shift reinforces why healthcare leaders need to stay engaged with AI—not just as a tool, but as a competitive necessity.
Advice for the Next Generation of Healthcare Professionals
At the close of the conversation, Todd shared advice for those just starting their careers in healthcare.
“Try to understand one or two degrees past where you are, and really know how they connect to what you’re doing,” he says. “If you’re working in patient access, try to understand a bit more about patient financial services. If you’re a nurse, try to understand one or two degrees into the financial ecosystem. That’s going to make you so much more knowledgeable of not only how to do your role, but also how to care for the people coming through our healthcare systems.”
Responsible AI Is Human-Centered AI
Todd’s perspective reframes the AI conversation: it’s not about replacing humans, but about restoring humanity in healthcare. By taking on repetitive tasks, AI allows clinicians and staff to focus on what truly matters—caring for people.
As Todd put it, the future of healthcare isn’t about machines overtaking human roles. It’s about creating a system where technology and humanity work hand in hand to deliver better, more compassionate care.
Listen now or catch it on YouTube.