What AI in the Workplace Means Now— and What's Next

Published in Member Communities on November 25, 2025

By Lindy Tentinger, President, VGM & Associates

Artificial intelligence (AI) is no longer a distant concept or a buzzword reserved for tech conferences. It’s here, embedded in our workflows, shaping how we serve customers, make decisions, and grow our businesses. As leaders, we’re not just witnessing a technological shift—we’re responsible for guiding our organizations through it.

Julie Sweet, CEO of Accenture, recently said something that resonated deeply: “AI is not about replacing humans. It’s about amplifying human potential.” That’s the lens through which I view AI at VGM & Associates and across the healthcare ecosystem we serve. This article is a guide for understanding what AI means today, how it’s evolving, and how we can lead with clarity, confidence, and purpose.

AI is not about replacing humans. It's about amplifying human potential.

Part I: The Now—AI as a Strategic Enabler

1. AI Is Already in the Room

Whether we realize it or not, AI is already part of our daily work. From predictive analytics in customer service to automated workflows in claims processing, AI is quietly transforming how we operate. It’s not just about efficiency—it’s about insight. AI helps us see patterns we couldn’t see before, make faster decisions, and personalize experiences at scale.

At VGM, we’re integrating AI into member services, vendor contracting, and even marketing analytics. It’s helping us understand member needs more deeply and respond more proactively. But the real value isn’t just in the tools—it’s in how we use them to elevate human judgment.

2. Humans Are Still the Differentiator

Julie Sweet emphasized that “AI is a co-pilot, not a replacement.” That’s a critical distinction. AI can process data, but it can’t build relationships. It can optimize logistics, but it can’t empathize with a provider navigating a complex patient case. Our people—our empathy, creativity, and values— remain the heart of our business.

In healthcare, especially in non-acute settings, trust and connection matter. AI can support our teams, but it’s our people who drive outcomes. That’s why we’re investing in training, change management, and leadership development alongside AI adoption.

AI can process data, but it can't build relationships.

Part II: The Next—AI as a Cultural Shift

3. AI Literacy Is the New Business Literacy

Just as digital fluency became essential in the 2010s, AI literacy is now a baseline skill. Leaders and teams need to understand what AI can do, what it can’t, and how to use it responsibly. This doesn’t mean everyone needs to code— but everyone should be able to ask the right questions, interpret AI-driven insights, and make informed decisions.

We’re building this into our leadership development programs and team onboarding. It’s not just about tools—it’s about mindset. AI-literate teams are more agile, more curious, and more confident navigating change.

AI in HME

4. Ethics and Transparency Matter More Than Ever

AI raises important questions about bias, privacy, and accountability. As Julie Sweet noted, “Responsible AI is not optional—it’s foundational.” We must ensure that our AI systems are transparent, fair, and aligned with our values.

At VGM, we’re approaching AI with a commitment to ethical use. That means vetting vendors carefully, involving diverse voices in design, and being transparent with members and partners about how AI is used. Trust is earned—and in the age of AI, it’s more fragile than ever.

Part III: The Future—AI as a Leadership Imperative

5. AI Will Reshape Roles, Not Eliminate Them

One of the biggest fears around AI is job loss. But the reality is more nuanced. AI will change roles—but it will also create new ones. According to Accenture, 40% of working hours could be impacted by AI, but most of that impact will be augmentation, not automation.

e, 40% of working hours could be impacted by AI, but most of that impact will be augmentation, not automation

We’re already seeing this in our organization. Account managers are using AI to prepare for calls more effectively. Marketing teams are using AI to test messaging faster. Vendor teams are using AI to analyze contract performance. These aren’t job eliminations—they’re job evolutions.

As leaders, we must help our teams navigate this shift. That means reskilling, upskilling, and creating space for experimentation. It also means being honest about what’s changing—and what’s not.

6. AI Will Accelerate Innovation

AI isn’t just about doing things faster—it’s about doing things differently. It enables new business models, new services, and new ways of solving problems. In healthcare, AI is already helping predict patient outcomes, optimize supply chains, and personalize care plans.

For VGM, this opens up exciting possibilities. Imagine AI-powered benchmarking for providers. Predictive analytics for vendor performance. Intelligent routing for member inquiries. These aren’t futuristic ideas—they’re within reach.

But innovation requires intention. We must align AI investments with our strategic goals, not chase shiny objects. That’s why we’re embedding AI into our growth plans, our KPIs, and our customer experience strategy.

Part IV: Leading Through the Shift

7. Change Management Is Non-Negotiable

AI adoption isn’t just a tech rollout—it’s a cultural transformation. It requires clear communication, thoughtful training, and ongoing support. Leaders must be visible, accessible, and empathetic as teams navigate uncertainty.

We’re approaching this with a shared leadership model, unified KPIs, and a focus on customer experience, advocacy, and innovation. It’s not just about what we do—it’s about how we lead.

AI adoption isn't just a tech rollout—it's a cultural transformation.

8. Mental Health and Human Connection Still Matter

In a world of algorithms and automation, human connection is more important than ever. AI can reduce friction—but it can’t replace belonging. As we integrate AI, we must also invest in mental health, team cohesion, and purpose-driven leadership.

This is especially true for younger generations entering the workforce. They want meaning, mentorship, and authenticity. AI can support that— but it can’t substitute for it.

Part V: A Call to Action

AI is here. It’s powerful. And it’s ours to shape.

As President of VGM & Associates, my commitment is to lead with clarity, curiosity, and care. To use AI not just to optimize—but to humanize. To build a workplace where technology amplifies our values, not replace them.

Here’s what I ask of our teams and partners:

Be curious. Explore AI. Ask questions. Try new tools.
Be intentional. Align AI with strategy, not novelty.
Be ethical. Use AI responsibly, transparently, and inclusively.
Be human. Lead with empathy. Stay connected. Prioritize people.
The future is not AI vs. humans. It’s AI with humans. And together, we’re wired for impact.

The future is not AI vs. humans. It's AI with humans

This article was originally featured in the "VGM Playbook: Disrupting the Traditional HME Strategy." To read the full article and more like this, download your copy of the playbook today!