Tech Talk: The future of health care technology

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Hello and welcome to Tech Talk 4. I'm Ishtar Aurora and I'm Damantrit Kor and we have joined Optum India as technology development program associates. It's just been 3 months into this organization and we have gotten the opportunity to take over this platform from Harish Guri, CIO Optum India, but this time the roles have been reversed. Harish joins us not as a host but as a guest. It's a pleasure to have you here Harish.

Ishita, Daman, I think the pleasure is all mine. It does feel a little different to be a guest instead of a host, but I'm sure it's going to be fun.

So Harish, we've been keenly following Tech Talk and as technologists who are just starting off with their professional journey, we would love to hear about your experiences.

Sure. So I'd like to begin with the very fundamentals. What according to you is the most important consideration for any healthcare technologist who is working towards building solutions for the consumers?

Great starting point, Ishita. So let me break this down. The most fundamental aspect about healthcare is that it is about people. So the approach to technology in healthcare is not about the latest tech. It's about the real challenges and problems that patients, providers, and members face on a day-to-day basis. Like we say at Optum, our approach to technology isn't about designing yet another app to fix healthcare. It's about connecting people to their care teams. It's about connecting payers to providers and ultimately connecting a disconnected health system so that it works better for the people it was created to serve.

Yeah, that shift toward connected ecosystems makes absolute sense. But that also makes me wonder, Harish, how do we translate these trends into solving real-world problems like healthcare access, outcomes, and experiences?

Spot on, Daman. Innovation must serve a purpose. Innovation for the sake of innovation has really no meaning. So let's unpack how tech tackles what we call the quadruple aim of healthcare: affordability, accessibility, outcomes, and experience for both the provider and the patient. This embodies not only the challenges and opportunities in healthcare but also our framework for measuring impact.

For example, technology in healthcare can significantly lower administrative costs, which increases affordability. We do that through automation and AI. We can expand access through secure telehealth, improve outcomes by standardizing care, and ensure quality that reduces errors. But you must remember that the ultimate purpose must be to enhance, not replace, the clinician-patient relationship. As long as you keep that in mind, you will do the right things.

So Harish, what are a few things that we and anyone working in healthcare must truly understand as factors reshaping healthcare today?

First and foremost, consumers are waking up to what they see in retail and banking, and they expect the same from healthcare. Care is no longer just about hospitals. It's about experiences, moving care to homes, and connectivity through wearables, IoT, and data. Overall experience and convenience are the new normal.

Second, patients are no longer passive. They are active decision-makers. They want to research conditions, compare providers and pricing, book appointments, and do all of this conveniently from their phones or from home. Care whenever and wherever I am is becoming the center of everything.

Third, healthcare ecosystems are large and complex. Merging physical care with virtual systems and enabling seamless data exchange with consent is becoming critical. AI can now predict health risks before they appear. This shift supports value-based care by improving collaboration and enabling preventive and personalized healthcare.

Artificial intelligence and machine learning continue to evolve through predictive analytics and natural language processing. Expect these to become more sophisticated and create more consumer-centric applications. And of course, generative AI is seeing explosive growth, particularly in non-clinical use cases like billing and surveys. We already have more than a thousand AI use cases live, which makes this a very exciting time.

These advancements sound like a complex balancing act. That makes me think about the technical skills required to build these solutions.

Good question. Let me outline a few critical skills. Number one is AI and machine learning. It's not hype anymore. Predictive analytics, outbreak detection, affordability, and outcomes all rely on data processing and insights that support clinicians.

Number two is cloud expertise. It is non-negotiable. Engineers must architect globally interoperable systems. Core skills in cloud, Python, Kubernetes, database optimization, and cost management are essential. If systems are too expensive to run, we fail on affordability.

Third is health data analysis. With digital health generating massive amounts of data, fluency in SQL, Python, dashboarding tools like Tableau, and automation is crucial. Translating raw EHR data into actionable insights helps clinicians spend more time with patients instead of administrative tasks.

Lastly, UI and UX design are critical. You cannot create great consumer experiences without strong design leadership. Large-scale digital healthcare organizations offer the opportunity to combine technical expertise with deep understanding of patient, consumer, and member needs. When these elements come together, magic happens.

That makes me realize that technical skills are only half the equation. What soft skills differentiate a great healthcare technologist?

This is a critical question. The finest code fails if there is no empathy or understanding of consumer needs. Empathy is not optional. It is strategic. Whether you're designing an EHR or an AI diagnostic tool, you must understand patient fears and frustrations. That is what separates a healthcare technologist from just a coder.

Communication is equally important. If you cannot articulate ideas clearly, they will never succeed. Engineers must translate code into stories that provide clinical value. This requires learning the language of patients, providers, members, and regulators, and practicing active listening.

Ethics is another non-negotiable. In healthcare, flawed models can be life-altering. Every dataset carries responsibility. Leaders must bake integrity into design and use AI responsibly from the start.

Collaboration is essential. No single individual can solve healthcare challenges alone. Developers, designers, operators, and business teams must work together across organizations.

Finally, adaptability and continuous learning are survival skills. Healthcare and technology evolve rapidly. The ability to pivot without panic and continuously learn new frameworks and patient needs will keep professionals resilient and effective.

From a culture perspective, what has been your takeaway so far?

Since joining, the biggest focus I've seen is belief. I've been encouraged to try new things knowing there is support behind me. That is a huge part of the culture.

For me, it's how the culture supports being a well-rounded individual, not just work. From sports activities to being on my first podcast, it has been an incredible experience.

I love the enthusiasm. One integral part of our culture is responsible use. Always push back if something feels wrong or unethical, and always put the patient and member first.

That patient-first mindset ties everything together. How should new technologists stick to this principle while navigating complexity?

I'll sum it up in three things. First, anchor to the customer. Understand pain points and deploy technology that drives outcomes while managing risk.

Second, choose wisely from a career perspective. Mission over money leads to long-term fulfillment. Healthcare technology lets you solve problems that impact billions of lives.

Third, stay passionate about learning and impact. This field rewards those who continuously grow and care deeply about the people they serve.

Thank you so much for this conversation.

Thank you. It's been an absolute pleasure.

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