Becker’s Healthcare Podcast Kaitlyn Torrence, Senior Director, Innovation, WellSpan Health
Nov 27, 2025
Kaitlyn Torrence, Senior Director of Innovation at WellSpan Health, brings a wealth of experience from her time at MUSC and Providence. She dives into how WellSpan is leveraging AI, specifically the agent Anna, to enhance patient experiences and ease workforce burdens. Kaitlyn discusses the importance of balancing innovation with governance and preparing for policy changes. She emphasizes the need for patient-centered approaches in tech strategies and highlights the future of telehealth, focusing on operational efficiency and improving care through strategic investments.
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AI Began In The Back Office
- AI adoption started with low-risk administrative and back-office use cases like documentation and coding.
- These deployments reduce workforce burden and enable clinicians to focus on higher-value tasks.
Anna Handles Call Volume
- WellSpan deployed an AI agent named Anna, built with Hippocratic, to handle routine call center tasks.
- In 12 months Anna made 680,000 outbound calls and now handles 140,000 inbound calls per month.
Governance Without Over-Gating
- Implement governance for AI but avoid over-gating tools staff will use anyway.
- Use third parties to test and validate safety, security, and efficacy and monitor in real time.