Why Healthcare’s Future Is Still Human: Scott Collins on AI and Trust

Healthcare is entering a pivotal moment: new technologies are emerging, patients expect more, and teams are being asked to do more with less. For leaders, the opportunity is finding smarter ways forward—ones that ease pressure on staff while creating more meaningful patient experiences.

In a landscape crowded with hype and competing priorities, few voices cut through that noise like Scott Collins, Co-Founder and CEO of Impulse Strategic Solutions. With more than three decades in healthcare IT, Scott has built companies, advised systems, and lived through multiple hype cycles of “the next big thing.” His perspective is rooted in pragmatism—what actually works for patients, clinicians, and the organizations that support them.

In this conversation, Scott shares candid insights on the realities of AI adoption, the hidden cost of IT burnout, and why trust—not technology—is the most important currency in healthcare partnerships.

You’ve been in healthcare IT for three decades and seen waves of technology come and go. How would you describe the state of healthcare today compared to other turning points you’ve seen?

SC: It feels like we’re in the middle of a new renaissance. AI isn’t brand new, but its entry into healthcare is creating a surge of attention and experimentation. The biggest question now is: how do we actually use it?

When I talk with healthcare IT leaders, many are excited about AI but haven’t thought through the basics—like whether they even have data scientists on staff. AI isn’t plug-and-play. You need the infrastructure, the people, and the processes to make it valuable. Like any technology, it requires preparation, security, and diligence.

From your vantage point, what’s the biggest factor holding health systems back right now—burnout, budget, or something deeper?

SC: Burnout is very real, especially in IT. Staffing shortages are at an all-time high. Originally, IT teams supported clinicians inside the four walls of the hospital. Now, with telemedicine and patient portals, that same headcount has to support patients directly too—and the user base has grown exponentially.

We often think of burnout in terms of physicians and nurses, which is real and critical, but IT burnout is just as real. Health systems need to figure out how to support a rapidly expanding digital environment without adding unlimited headcount.

With teams stretched thin and patients overwhelmed by too many digital tools, what does meaningful engagement actually look like today?

SC: It depends on the patient population. Take baby boomers—many are in their later years, and while some are tech-savvy, many aren’t. I see it firsthand with my own parents. I’m their IT support—helping them with everything from their first PC to logging into patient portals today.

Automation is important, but you can’t eliminate the human factor. For older generations especially, no one wants to sit on the phone with a computer. Engagement has to balance automation with real human touch points.

How can leaders simplify the patient and clinician experience instead of layering on just one more platform?

SC: I don’t know if “simplify” is the right word. The real need is education. Patients have tools available to them, but many don’t know how to use them.

I think back to when I was a kid—your doctor knew you personally, remembered your last visit, and spent time with you. Today, you often see your physician for five minutes, if at all. Engagement has to evolve, whether through telehealth or digital tools, but it has to be supported by better education so patients can truly access and benefit from what’s available.

You’ve watched hype cycles play out before. What feels different—or not—about AI in healthcare right now?

SC: AI is the buzz everywhere—just look at Epic’s UGM this year. But much of what’s being branded as “new AI” is functionality that already existed, just repackaged.

The hype isn’t the problem. The challenge is that without staff who know how to use the tools, the data and discoveries AI produces won’t translate into real benefits. That’s what makes this feel familiar: technology alone doesn’t solve problems—people do.

Where do you see AI already proving its worth for patients and clinicians?

SC: I like to frame this as “intelligent automation.” For example, automated patient portal support. Most IT teams can’t keep up with the volume of patient calls about scheduling, refills, or portal logins. Intelligent automation can handle those tasks through IVR or chatbot-driven support, empowering patients to solve problems quickly and freeing staff to focus on higher-value needs.

It improves engagement, reduces frustration, and makes better use of limited staff capacity.

What questions should CIOs or CMIOs be asking before greenlighting an AI project?

SC: Start with the basics: cost, security, and—most importantly—patient impact. Ask:

• Will this improve patient care?
• Will it improve processes?
• Does it create real value?
• How does it affect staffing levels?

The biggest fear is job loss. Leaders need to reassure staff that AI should reallocate work, not eliminate it. The goal is to improve care and processes—not just cut headcount.

How do you balance the pressure to cut costs with the need to innovate?

SC: Automation is key. The balance is in automating processes so you don’t have to keep adding headcount, while also finding ways to improve revenue—whether through more efficient billing or reducing revenue leakage. Patients always come first, but financial sustainability matters too.

If you could give health leaders one piece of advice about vendor selection in 2025, what would it be?

SC: Find a partner you can trust. Look at their references, understand their mission, and evaluate whether they’re invested in your success—or just selling you a product. You want a true partner, not a transactional vendor.

Looking ahead, what gives you optimism about the future of healthcare despite the current challenges?

SC: It’s still a people-driven industry. Technology and AI are important, but they’re created and supported by people. At the end of the day, the human factor is what drives healthcare forward. That’s not changing anytime soon.

In a moment when healthcare feels stuck between hype and hardship, Scott Collins reminds us that the future will be shaped less by flashy tools and more by the people who use them. Engagement isn’t about piling on new platforms—it’s about education, trust, and empowering patients and staff alike.

As systems weigh the promises and pitfalls of AI, his message is clear: technology can support the work, but people remain at the center of care.

Have thoughts or questions about AI in healthcare? We’d love to hear from you! Reach out to learn more about how Orbita is transforming patient engagement.