Transforming the healthcare workforce with AI 

The healthcare sector and workforce are on the brink of a significant, AI-powered transformation. Behind this shift are numerous business realities that render the status quo obsolete:

• The healthcare industry faces a shortage of 11 million workers by 2030.
• Noncommunicable diseases (NCDs) could account for 86% of all deaths by 2048.
• The world’s population is ageing, and people who live longer will need more care.
• The global cost of healthcare continues to rise, requiring increased operational efficiency.
• The US and other economies are under pressure to control healthcare spending.

As they navigate these challenges, healthcare organisations will turn to artificial intelligence (AI). Automation and AI promise to reshape the workforce, redefine skill requirements and enhance operational efficiency. This article explores how Mercer’s work design methodology empowers healthcare organisations to create a more AI-augmented operating system, leverage agentic AI in talent processes and provide effective change management in this transition.

To harness the full potential of AI in healthcare, organisations must adopt an AI-augmented operating system (AOS). The AOS integrates AI technologies into existing workflows and enhances human capabilities rather than replacing them. This increases healthcare providers’ potential to improve patient outcomes, streamline operations and reduce costs.

An AI-augmented operating system involves several key components:

In the first article, we explored how process automation and machine learning are transforming oncology. As we look to the impact of agentic AI and generative AI, that transformation is accelerating exponentially.

For post-operative care, this transformation entails more than a chatbot engaging with a patient, collecting data and transmitting it to the care team. Now, there is also an agent creating a personalised experience. It mimics the surgeon’s communication style to interact with the patient, not just through a series of one-off responses but by engaging in a deep conversation that leverages memory and context. The agent might ask: “What is your temperature? How long has it been elevated? Are you feeling any discomfort? Have you taken any medication, and has it helped the symptoms?”

The chatbot goes back to the surgeon, not just to relay the patient’s responses but to analyse that information against a fact base and then advise the surgeon of the patient’s symptoms, propose potential causes, and recommend alternative treatments. The AI agent presents the facts to inform the surgeon’s thinking, but it’s the human who ultimately makes the decisions around treatment.

Once the physician decides on a plan, the agent takes action. It might contact the pharmacy to deliver medication to the patient within the next few hours. The agent might also work with the triage nurse to schedule a follow-up appointment and then contact the patient to provide an update and coordinate ongoing care.

Clearly, the oncology experience has been radically transformed. Given the dearth of talent in the healthcare sector, these agents are a breakthrough. They allow physicians and nurses to offload volumes of time-consuming work while still ensuring both personal and effective patient care.

This evolution will require that organisations invest in training and support to help employees navigate these changes. Additionally, the role of HR will evolve as AI becomes more integrated into talent processes. HR professionals will need to focus on strategic workforce planning, employee engagement and fostering a culture that embraces technology.

Successful change management will be critical to stakeholder buy-in. By providing effective and timely communication about the benefits of AI and involving employees in the implementation process, organisations can alleviate concerns and foster a sense of ownership.

Mercer’s work design methodology provides a framework for aligning workforce strategies with business objectives. By integrating agents and other AI technologies into this methodology, healthcare organisations can enhance their operational effectiveness and employee engagement.

Work design can help organisations reimagine jobs to focus on higher-value activities. This increases job satisfaction and allows healthcare professionals to leverage their expertise in more meaningful ways. Further, the work design methodology helps organisations ensure that their workforces remain agile and adaptable to changing demands.

The integration of AI into the healthcare workforce isn’t just a trend. It’s a fundamental shift that will redefine how care is delivered and how organisations operate. By creating an AI-augmented operating model, leveraging agentic AI in talent processes and prioritising change management, healthcare organisations can position themselves for success in an increasingly complex landscape. 

By leveraging Mercer’s work design methodology, organisations can navigate this transformation smoothly, harnessing the power of AI while fostering a skilled, engaged and adaptable workforce. As we move forward, the collaboration between technology and human expertise will be key in unlocking healthcare’s full potential.