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In this episode, Crystal Broj, Enterprise Chief Digital Transformation Officer at the Medical University of South Carolina (MUSC), shares how the organization is transforming healthcare through AI-powered voice bots, ambient listening, and digital front door innovations. She discusses the challenges and successes of implementing a new patient check-in system and deploying an automated AI agent in their patient access center.
Crystal notes that one of the biggest lessons is the value of starting small—piloting technology, demonstrating ROI and KPIs, and scaling gradually. MUSC’s AI voice bot – Emily – handles after-hours calls and appointment rescheduling, generating over $3 million in collections and reducing call handling time. Ambient tools like DAX have helped physicians cut “pajama time” by 37%, speed up chart closure, and improve clinical documentation. She also highlights how digital tools in the patient access center enhance scheduling and virtual care access, creating a seamless digital front door.
Crystal stresses the need for agile implementation, effective change management, and aligning technology with real workflows to drive lasting impact. Take a listen.
About Our Guest
Crystal Broj is the Enterprise Chief Digital Transformation Officer for the Medical University of South Carolina (MUSC), a role she has held since 2022. In this capacity, she drives and accelerates MUSC's Digital Transformation Strategy, overseeing the delivery of innovative products, solutions, and services that provide optimal value across healthcare systems, university operations, and research initiatives.
Crystal’s extensive experience in digital transformation has positioned her as a sought-after speaker at leadership events nationwide. Her achievements were further recognized when she was named a 2024 Global Chief Digital Officer 100 Award Winner, celebrating her exceptional talent and impact in driving digital innovation and business transformation.
Previously, Crystal served as the AVP for Digital Strategy & Transformation at NorthShore University Health System and as the Chief Technology & Innovation Officer for the American Association of Diabetes Educators (AADE). Her leadership at these organizations set benchmarks in digital front-door strategies and innovative solutions that improved access to care and health education.
With a commitment to digital innovation and a strategic vision for transformative change, Crystal is a key asset to MUSC. Her expertise ensures the organization remains a leader in advancing digital healthcare solutions.
Originally from Chicago, Crystal now enjoys “low country living” in Charleston, bringing her Midwest work ethic to the vibrant healthcare community of South Carolina.
About the Host
Rohit Mahajan is an entrepreneur and a leader in the information technology and software industry. His focus lies in the field of artificial intelligence and digital transformation. He has also written a book on Quantum Care, A Deep Dive into AI for Health Delivery and Research that has been published and has been trending #1 in several categories on Amazon.
Rohit is skilled in business and IT strategy, M&A, Sales & Marketing and Global Delivery. He holds a bachelor’s degree in Electronics and Communications Engineering, is a Wharton School Fellow and a graduate from the Harvard Business School.
Rohit is the CEO of Damo, Managing Partner and CEO of BigRio, the President at Citadel Discovery, Advisor at CarTwin, Managing Partner at C2R Tech, and Founder at BetterLungs. He has previously also worked with IBM and Wipro. He completed his executive education programs in AI in Business and Healthcare from MIT Sloan, MIT CSAIL and Harvard School of Public Health. He has completed the Global Healthcare Leaders Program from Harvard Medical School.
About the Legend
Paddy was the co-author of Healthcare Digital Transformation – How Consumerism, Technology and Pandemic are Accelerating the Future (Taylor & Francis, Aug 2020), along with Edward W. Marx. Paddy was also the author of the best-selling book The Big Unlock – Harnessing Data and Growing Digital Health Businesses in a Value-based Care Era (Archway Publishing, 2017). He was the host of the highly subscribed The Big Unlock podcast on digital transformation in healthcare featuring C-level executives from the healthcare and technology sectors. He was widely published and had a by-lined column in CIO Magazine and other respected industry publications.