Podcast Summary: Becker’s Healthcare Podcast

Guest: Richard Clarke, Chief Data and Analytics Officer and Board Member at Highmark Health

Host: Laura Deardo

Date: October 25, 2025

Episode Overview

This episode features an insightful conversation with Richard Clarke, Chief Data and Analytics Officer at Highmark Health. Richard shares how his organization is navigating the rapid evolution of AI and advanced analytics in healthcare, focusing on operational transformation, scaling AI literacy, achieving ROI, and preparing for the future of agentic AI. The discussion centers on practical approaches for implementing new technologies while maintaining a culture of continuous learning and customer-centricity.

Key Discussion Points & Insights

Richard Clarke’s Background and Role at Highmark (00:54–01:56)

• Richard introduces himself and Highmark Health, a diversified healthcare organization including a health plan (Blue Cross Blue Shield), Allegheny Health Network, a dental company (United Concordia), a stop-loss business, and a technology firm.
• Richard’s career includes a decade at McKinsey and a neuroscience PhD. He notes the “full-circle” nature of his scientific background as neural networks become central to healthcare analytics.

Top Priorities at Highmark: AI, Affordability, and Literacy (02:12–03:37)

• Affordability: Reducing costs for members using AI, especially operational improvements like in their call center.

• Ambient Listening & Clinical Partnerships: Implementing ambient listening in clinical settings (Allegheny Health Network with partner Abridge) and operational areas.

• Organization-Wide AI Literacy: A major initiative with Google Cloud to enable over 40,000 employees to leverage generative AI, including “bring your own data” and agentic AI tools.

  “There’s just so much going on… this wave of new technology and generative AI is just so, you know, custom fit for a lot of the challenges that we are you know, facing in health care.”
  — Richard Clarke (02:14)

Building AI Literacy Across a Large Organization (04:07–06:20)

• AI Center of Excellence (COE): Established to drive adoption and upskilling across the company.

• AI Consultants & Ambassadors: Internal consultants and an ambassador network deliver specialized training and support.

• Storytelling: Emphasizing “horizontal capabilities”—spreading success stories and practical lessons.

• Role Modeling & Incentives: Senior leaders are expected to drive generative AI use, with impact on annual reviews.

  “We’ve established a AI Ambassador network… giving folks within the different business areas, functional areas, specialized training to make sure that they both understand the tools, understand our processes, help navigate things like responsible AI governance…”
  — Richard Clarke (04:36)

  “I tell the team all the time, don’t tell people we’re funny, tell them a joke. So we show people how these things work, do a ton of hands-on keys.”
  — Richard Clarke (05:38)

Measuring ROI and Balancing Buy vs. Build in AI Initiatives (07:02–09:26)

• Portfolio Approach: Measuring total body of AI work for ROI, citing 3:1 to 5:1 returns, but noting strategic value beyond direct financials.

• Use Case Analysis: For major use cases, deep dives on value—cost reduction, experience, and affordability.

• Flexibility in Solutions: Not locking into “build vs. buy.” Need to be nimble given rapid technology shifts; willing to swap out custom builds for better commercial solutions.

  “It's really not like a binary decision...everything is moving so quickly that in six months that thing might not be the best.”
  — Richard Clarke (08:32)

Preparing for the Future: Agentic AI and Workflow Redesign (09:54–12:15)

• Agentic AI as a Step Change: Moving from task-specific AI to agentic AI that can independently manage workflows.

• Organizational Preparation: Redesigning infrastructure and workflows to enable AI agents; legacy systems present challenges.

• Personal Health Agents: Envisions future interfaces between AI agents, patients, payers, and providers.

• Cross-Functional Team: Set up to examine both the risks and opportunities of agentic AI.

  “How do we prepare both our employees to be thinking agent first and how we can redesign workflows using agents…these agents are only going to be as good as the tools and systems that they can access.”
  — Richard Clarke (10:10)

  “I think the real step change is going to be when we start having interactions with personal agents that it feels inevitable are going to be created in terms of, you know, personal health agents…”
  — Richard Clarke (10:39)

Overcoming Challenges: Iteration, Legacy Systems, and Change Management (12:15–14:19)

• Rapid Iteration: Emphasizes the need for quick pilots to surface and solve real-world problems.

• Legacy Infrastructure: Integrating agentic AI with existing, often outdated systems will require new investments.

• People & Culture: The hardest challenges are redesigning roles, workflows, and preparing managers for a hybrid digital-human workforce. Learning from mistakes and sharing those lessons is key.

  “How do we prepare our managers for managing this hybrid digital and human workforce?”
  — Richard Clarke (13:31)

Memorable Quotes & Moments

• Hands-on, Storytelling Approach:
  “Don’t tell people we’re funny, tell them a joke. So we show people how these things work.” (05:38)
• Mindset on Innovation:
  “How can everyone get okay with that, and how can we be nimble enough to not lock into decisions?” (08:36)
• Agentic AI Vision:
  “The real step change is going to be when we start having interactions with personal agents...personal health agents, et cetera, et cetera.” (10:39)
• Leadership Note:
  “I don’t know how you can expect your organization to go through this transformation if you’re not transforming yourself.” (15:44)

Leadership for the Next 2–5 Years: Focus Areas (14:53–16:44)

• Continuous Learning & Growth Mindset:
  “The dominant strategy right now is adoption of a mindset of continuous learning and a growth mindset.” (14:56)
• External Orientation & Practice:
  Leaders must stay abreast of new developments, personally use new tools, and lead by example.
• Customer Centricity:
  Maintaining focus on customer value and jobs to be done is essential amid disruption.

Timestamps for Important Segments

• Introduction & Richard’s Background — 00:54–01:56
• Top Priorities at Highmark (AI/Cost/Ambient Listening) — 02:12–03:37
• Scaling AI Literacy — 04:07–06:20
• Measuring ROI and Investment Decisions — 07:02–09:26
• Agentic AI and Organizational Preparation — 09:54–12:15
• Change Management and Implementation Challenges — 12:15–14:19
• Leadership in Disruptive Times — 14:53–16:44

Tone & Takeaways

Richard Clarke’s approach is pragmatic, optimistic, and candid. He emphasizes hands-on experimentation, adaptive strategy, and the critical role of mindset and organizational culture in leveraging AI. The episode is forward-looking, realistic about challenges, and rich with practical detail for healthcare leaders adapting to technological transformation.