In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. 

For more information, visit: 
https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/

Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow 
Elevsis Delgadillo - SVP, Customer Success at KeenStack 
Host: Bobby Brill 

00:00 Introduction and Guest Welcome 
00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 
00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 
01:37 Understanding Medical Referral Management 
01:53 ServiceNow's Role in Medical Referral Management 
03:25 KeenStack's Contribution to Referral Management 
04:03 Challenges in Referral Management 
05:11 ServiceNow's Workflow Automation in Healthcare 
13:55 Leveraging AI for Efficient Referral Management 
21:11 Future Roadmap for KeenStack 
22:46 Outro

 

 

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html <a href="https://keenstack.com/">https://keenstack.com/</a> Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro
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ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow Insights&nbsp;is your insider&rsquo;s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,&nbsp;&nbsp;and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow TechBytes is a Podcast Program hosted …

ServiceNow Insights 

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!

Visit the Now Community forums

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!
<a href="https://community.servicenow.com/community">Visit the Now Community forums</a>

ServiceNow Podcasts

ServiceNow Insights Podcast

Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack

In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research.

Guest - Averria Martin, Senior Director, UX Research
Guest Host - Shruti Shrivastava, Director of UX Research



00:00 Introduction and Guest Introduction
00:13 Meet Shruti Shrivastava
01:10 Insights on AI in Research
01:51 Interview with Averria Martin
04:48 Work-Life Balance Tips
06:53 Career Advice for Researchers
09:27 Internal Mobility and Culture at ServiceNow
12:47 AI and Research Technologies
18:20 Collaboration and Leadership
26:04 Final Thoughts and Conclusion

In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research.
Guest - Averria Martin, Senior Director, UX Research Guest Host - Shruti Shrivastava, Director of UX Research 
00:00 Introduction and Guest Introduction 00:13 Meet Shruti Shrivastava 01:10 Insights on AI in Research 01:51 Interview with Averria Martin 04:48 Work-Life Balance Tips 06:53 Career Advice for Researchers 09:27 Internal Mobility and Culture at ServiceNow 12:47 AI and Research Technologies 18:20 Collaboration and Leadership 26:04 Final Thoughts and Conclusion

AI-Driven Innovation with Shruti Shrivastava and Averria Martin

Sitting down with Amrutha Ramesh, visiting researcher at ServiceNow one of the minds behind Agent Ada, a data-focused AI agent, in the latest episode of the podcast. We talk about the gap in enterprise workflows: you upload data, ask questions, and expect clear, data-backed insights… but traditional LLMs weren’t designed for that.

Amrutha clarifies the distinction by explaining how Agent Ada surpasses merely inputting a dataset into ChatGPT or Gemini, employing personas and a library of reusable skills to analyze data in a more human-like manner. We also dig into turning raw analysis into a story and, most importantly, into actionable steps that people in the business can actually use.

Guest - Amrutha Ramesh
Host - Bobby Brill

Sitting down with Amrutha Ramesh, visiting researcher at ServiceNow one of the minds behind Agent Ada, a data-focused AI agent, in the latest episode of the podcast. We talk about the gap in enterprise workflows: you upload data, ask questions, and expect clear, data-backed insights&hellip; but traditional LLMs weren&rsquo;t designed for that.
Amrutha clarifies the distinction by explaining how Agent Ada surpasses merely inputting a dataset into ChatGPT or Gemini, employing personas and a library of reusable skills to analyze data in a more human-like manner. We also dig into turning raw analysis into a story and, most importantly, into actionable steps that people in the business can actually use.
Guest - Amrutha Ramesh Host - Bobby Brill

Narrative Analytics with Agent Ada

Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance.

In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements.

Key topics covered:
- Why proactive compliance matters before regulations fully take effect 
- How AI Control Tower helps discover and manage AI systems across your enterprise 
- The exponential math behind AI compliance (vendors, employees, third parties) 
- Setting up governance policies for high-risk AI use cases 
- Timeline for major compliance deadlines (Colorado June 2026, EU August 2026) 
- The real costs of waiting for your first violation

Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure.

Guests - 
Andrea LaFountain -Director, AI Legal 
Ken Miller - Senior Director, Product Legal 
Navdeep Gill - Staff Senior Product Manager, Responsible AI 

Host - Bobby Brill 

Chapters:
00:00 Introduction to AI and Regulations 
00:45 Meet the Experts 
01:52 Overview of Key AI Regulations 
03:03 Compliance Strategies for AI Regulations 
07:33 ServiceNow's AI Control Tower 
14:02 Challenges and Risks in AI Governance 
16:04 Future of AI Regulations 
18:34 Conclusion and Final Thoughts

Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance.
In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements.
Key topics covered: - Why proactive compliance matters before regulations fully take effect - How AI Control Tower helps discover and manage AI systems across your enterprise - The exponential math behind AI compliance (vendors, employees, third parties) - Setting up governance policies for high-risk AI use cases - Timeline for major compliance deadlines (Colorado June 2026, EU August 2026)&nbsp; - The real costs of waiting for your first violation
Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure.
Guests -&nbsp; Andrea LaFountain -Director, AI Legal Ken Miller - Senior Director, Product Legal Navdeep Gill - Staff Senior Product Manager, Responsible AI Host - Bobby Brill Chapters: 00:00 Introduction to AI and Regulations 00:45 Meet the Experts 01:52 Overview of Key AI Regulations 03:03 Compliance Strategies for AI Regulations 07:33 ServiceNow's AI Control Tower 14:02 Challenges and Risks in AI Governance 16:04 Future of AI Regulations 18:34 Conclusion and Final Thoughts

Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack

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