Agentic AI in Healthcare Operations

Agentic AI is everywhere right now and so is the noise around it. In healthcare, it is often framed at two extremes: as a silver bullet that will instantly solve access, cost, and staffing challenges, or as a risk moving too fast to be trusted. This session cuts through both. We focus on what agentic AI actually is, where it fits in healthcare operations today, where it does not, and what responsible adoption looks like in regulated environments. Key takeaways for healthcare and health plan leaders include:

• Agentic AI is not “robots making decisions.” It is supervised intelligence that helps organize work, surface risk, and accelerate resolution without replacing human judgment.
• Responsible adoption starts with guardrails first, including observability, traceability, escalation paths, and human-in-the-loop oversight for high-impact outcomes.
• The fastest path to trust is applying agentic approaches to reduce operational friction in the background before using them in sensitive, member-facing workflows.

The conversation features three Softheon leaders, each bringing a different perspective:

• Rob Miller, GM and SVP of Government Cloud at CITIZ3N
• Erik Driscoll, VP of Engineering at Softheon
• Akshay Mathur, Group Product Manager at Softheon

Together, the discussion centers on real operational use cases, governance and oversight, and how health plans can use agentic AI to reduce friction and improve outcomes without giving up human accountability.