Becker’s Healthcare Podcast – Episode Summary

Episode Title:
Crystal Broj, Chief Digital Transformation Officer at MUSC
Release Date: November 5, 2025
Host: Chanel Bunger (Becker's Healthcare)
Guest: Crystal Broj, Chief Digital Transformation Officer, Medical University of South Carolina (MUSC)
Event: Recorded live at the 10th annual Health IT Digital Health and RCM Meeting, Chicago

Episode Overview

This episode features Crystal Broj discussing her team’s use of AI and automation at MUSC to transform patient access, improve workflows, and balance innovation with operational demands. She shares practical examples of deploying digital tools, managing change, responding to regulatory shifts, and shaping the future of digital healthcare.

Key Discussion Points & Insights

1. Crystal Broj's Role and Achievements

[00:59]

• Leading transformation across patient access, revenue cycle, population health, and clinical trials at MUSC for three years.
• Focus areas: AI, automation, and digital tools to improve access, reduce burdens, enhance patient/staff experience.
• Recognitions: Global CDO100 award, Stevie Female Exec of the Year, and HIMSS Change Maker finalist.

“On a personal note, I'm a national speaker and an award-winning recipient for both the global CDO100 award as well as this new Stevie Female Exec of the Year and a HIMSS Change Maker finalist.” — Crystal Broj, [01:26]

2. AI Use Cases Making a Difference at MUSC

[01:53 - 03:22]

• AI-Driven Pre-registration:
  • Patients receive a text three days before appointments for insurance and demographic updates, appointment confirmation, cancellations, and copay collection.
  • Reduces friction for both patients and staff.
• AI Voice Bot in Patient Access Center:
  • Now handles 42 lines, available 24/7 in English and Spanish (previously 8-5, weekdays).
  • Capable of confirming/canceling calls, providing parking info, answering FAQs.
• Natural Language Appointment Scheduling:
  • Patients can say symptoms (“I have knee pain”) to find providers with available slots for easy scheduling.
• Results:
  • Notable improvement in Press Ganey scores for patient contact (now top quartile).
  • Reductions in call wait and abandonment times.
  • Expansion of these tools to other areas like revenue cycle and pharmacy.

“All of those things have made a big difference. We've actually increased our press ganey score for how to contact our patients. We're now in the top quartile and we keep moving up. We reduce call wait times, we reduce call abandonment times...” — Crystal Broj, [03:11]

3. Advice for Leaders: Balancing Innovation and Operations

[03:49 - 04:43]

• Early Governance & Workflow Selection:
  • Establish governance that includes input from clinicians, IT, and operations.
  • Begin small: choose a promising workflow, pilot in limited settings, and gradually scale.
  • Incrementally add features—start with appointment confirmations/cancellations, then demographics, then copay, etc.
  • This approach enables “tweaking” and effective change management.
• Patient Feedback Loop:
  • Use simple “thumbs up/down” ratings at the end of interactions.
  • High patient satisfaction: 98% approval.
  • Adjust workflows based on specific patient suggestions.

“We start small, we pick a workflow that we think will succeed... Not everything all at once, not big bang across the entire state so that we could tweak it and add on slowly and also change our change management.” — Crystal Broj, [04:06]

4. Navigating Government Policy and Legislation

[04:43 - 05:56]

• Regulatory environment is rapidly evolving at both state and federal levels.
• Key issues: interoperability and data transparency.
• Anticipating more AI guidance—FDA frameworks, executive orders.
• Internal safeguards: MUSC has an AI governance committee to review new software solutions annually, treating AI like a high-performing intern (subject to reviews and monitoring).
• Emphasis on transparency, monitoring, and training.

“We're going to start seeing more AI legislation and guidance from the FDA, frameworks, executive orders that are going to help shape governance and minimize risk management. And our strategy, we have an AI governance committee that does reviews of every new software that we have.” — Crystal Broj, [05:31]

5. Top Advice for Healthcare Leaders Facing Tech Change

[06:10 - 07:00]

• Ground technology initiatives in clearly defined problems.
• Prioritize provider and patient needs in design and implementation.
• Decide on upfront metrics of success, track over time, and iterate as needed.
• Invest heavily in change management: explain “how, why, and what’s in it for them.”
• Stay adaptable—tech is evolving rapidly, and even trusted vendors are constantly shifting.

“The best thing you can do when you put technology into place is really anchor it in what the problem is. So make sure you're thinking about your providers and your patients and then measure success. Know what you want to change before you start and then keep measuring it..." — Crystal Broj, [06:10]

“Invest in the change management, actually spend time teaching people the how, why and what's in it for them so that they know and they can help you become change champions…” — Crystal Broj, [06:27]

Memorable Quotes & Moments

• “An AI agent is kind of like your best intern on the best day, we give it a review once a year, just like you give an employee a review.” — Crystal Broj, [05:40]
• “Be adaptable, be willing to change, be willing to look at that and think about what the future holds for us.” — Crystal Broj, [06:53]

Key Timestamps

| Timestamp | Segment | |-----------|---------| | 00:59 | Crystal's introduction, background, and role at MUSC | | 01:53 | AI and automation’s real use cases at MUSC | | 03:49 | Advice for rolling out digital solutions, governance | | 04:43 | Adapting to state/federal legislation, governance committee | | 06:10 | Crystal’s top advice for healthcare technology leadership |

Summary: Actionable Takeaways

• Start Small, Scale Carefully: Pilot technology within limited workflows, expanding as you learn and refine.
• Integrate Feedback: Solicit patient input and adapt accordingly.
• Emphasize Governance & Transparency: Establish cross-disciplinary review and ongoing monitoring for AI tools.
• Invest in Change Management: Equip people with the knowledge and motivation to champion new tech initiatives.
• Stay Adaptable: Remain open to innovation and regulatory changes to ensure continued advancement and compliance.

Crystal Broj’s strategic and deliberate approach to digital health at MUSC offers a clear pathway for healthcare organizations looking to leverage technology for real improvements in access, efficiency, and patient/staff satisfaction.