The Power of AI: A Guide for Business Transformation

Published in Member Communities on November 05, 2025

By Ann Thomas, Learning & Development Manager, VGM Group

Artificial intelligence (AI) is no longer a futuristic concept—it’s a present-day force that is reshaping industries across the globe. From streamlining operations to enhancing customer experiences, AI is transforming how businesses operate, compete, and grow. Yet, for many organizations, especially in healthcare and HME, the question remains: How do we harness AI effectively and responsibly?

In this article, we will demystify AI’s core concepts and help you explore how it can be applied to real-world business challenges. Whether you’re just beginning your AI journey or looking to deepen your understanding, this guide will help you navigate the evolving AI landscape.

What Is AI, Really?

At its core, AI refers to the ability of machines to perform tasks that require human intelligence or beyond. Depending on the AI, these tasks include recognizing patterns, making decisions, understanding language, and generating content. AI systems learn from data, adapt over time, and can operate at a scale and speed far beyond human capabilities. There are several types of AI, but two categories are especially relevant for businesses today:

Predictive AI: Uses historical data to forecast future outcomes. Think of demand forecasting, fraud detection, or patient risk scoring. 

Predictive AI is the use of statistical algorithms and machine learning techniques to identifying the likelihood of future outcomes. At its core, predictive AI involves gathering data such as patient orders, equipment usage, or billing records, and then identifies the most relevant variables. These could be patient age, diagnosis, and equipment prescribed. It then uses this data to forecast things like patient adherence, inventory demand, preventive maintenance, and which insurance claims are likely to be denied.

Generative AI: Creates new content such as text, images, audio, or code based on patterns it has learned. Tools like ChatGPT, Google Gemini, DALL·E, and MidJourney are examples of this.

Generative AI, a subset of deep learning, has taken center stage since November 2022 when ChatGPT was released to the public. Within two months of its release, the platform had 100 million users. To give that context, it took the internet seven years to reach those numbers. These AI models can write, create images and digital art, assist in coding, and simulate human conversation. The implications for both personal and professional life are profound.

Implementing AIs like the ones described above will ultimately improve client outcomes, making for stronger relationships with both referral sources and, most importantly, the patients.

Augmenting Human Capabilities

One of AI’s greatest strengths is its ability to enhance human intelligence. In healthcare, for instance, AI can analyze vast amounts of patient data to support clinical decision-making, but it’s the healthcare professional who interprets the results and makes the final call. But what about the DMEPOS industry specifically? AI is already making waves across multiple sectors:

• Remote Patient Monitoring & Smart Devices: Smart CPAP machines that track usage and compliance, or AI-powered glucose monitors and insulin pumps.
• Personalized Patient Engagement: AI chatbots and virtual assistants are being used to educate patients on equipment usage and maintenance and send reminders for refills or re-supplies.
• Automated Documentation & Claims Processing: AI is streamlining tasks such as flagging incomplete or non-compliant records, reducing denials, and helping reimbursement cycles be more efficient, as well as validating documentation for insurance claims.
• Clinical Decision Support: AI tools assist in recommending the most appropriate DME based on patient history and suggesting alternative therapies or equipment upgrades.
• Fraud Detection & Compliance: Ensure compliance with Medicare/Medicaid and payer guidelines or detect anomalies that may indicate fraud or abuse.

As these examples show, AI is already reshaping how care is delivered and managed in the DMEPOS space. As adoption grows, the key will be balancing innovation with empathy, making sure that leveraging this technology will not replace the human aspect that is at the heart of home-based care.

Getting Started with AI in Your Business

If you’re new to AI, here are some steps to begin.

1. Identify a business problem. Start with specific challenges like automating documentation, improving inventory management, or just streamlining workflows.
2. Explore available tools. There are a multitude of platforms out there. Finding the right fit takes time and research to see which one aligns with your business goals.
3. Remember to start small. Piloting a system at a scalable level will help you identify issues early as well as accurately measure your ROI. It will also help you determine if the AI system actually solves the problem it’s intended to.
4. Find your early adopters. During this process, you will find people on your team who are excited by the potential AI adoption has for your company and your patients. They will help create organizational buy-in by building confidence through their support.

In the long run, having a rollout plan in place before committing to any AI platform is smart, strategic, and financially responsible.

Proceed with Caution: What to Watch for When Implementing AI

While AI offers immense potential, it also comes with risks that businesses must understand and manage.

Bias in Data: AI systems learn from historical data, which can reflect existing societal or organizational biases. If not addressed, these biases can lead to unfair or discriminatory outcomes, such as biased hiring tools or unequal access to services. This can lead to allocative or quality of service harm. Make sure to audit your data for fair representation and involve diverse teams in the trial.

Data Privacy and Security: AI requires large  volumes of data, including sensitive customer or patient information. Mishandling this data can lead to breaches, regulatory violations, and loss of trust. Ensure compliance with data protection laws, use encryption, and maintain secure data storage practices.

Ethical Risks and Misinformation: AI can streamline workflows, but over-relying on it, especially in the healthcare industry, can be risky. AI may make errors, called hallucinations, or fail to account for context that a human would consider. Using AI in ways that are perceived as unethical can damage your company and employee morale. Establish AI ethics policies that reflect your company’s core values and ensure transparent communication with all stakeholders about how AI technologies are implemented and used. 

Final Thoughts

Remember, AI is a tool and, when used thoughtfully, can drive significant value. For VGM members and the broader healthcare industry, AI offers opportunities to improve patient care, streamline operations and workflows, and stay competitive in a rapidly evolving landscape.

The key is to approach AI with curiosity, caution, and a commitment to ethical use. That includes transparency, understanding AI has biases, protecting customer and patient data, and maintaining human oversight. By doing so, you can unlock its full potential—not just as a technology, but as a strategic partner in your business journey.

This article was originally featured in the "VGM Playbook: Technology-Driven Strategies and Resources." To read the full article and more like this, download your copy of the playbook today! 

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