Forget the Search for a Single AI ROI Number, Say Akhter and Chou — Build Coalitions, Scale What Works

In this episode, CHOP’s digital chief and a veteran health‑system CIO dissect how health systems are still figuring out AI ROI. They stress that time‑saving metrics—such as ambient scribe efficiencies—and revenue‑cycle gains like reduced denials dominate early calculations, while patient‑outcome data remains scarce, especially in pediatrics. The conversation highlights that ROI is no longer a single dollar figure; it now blends clinician experience, burnout reduction, and operational throughput, creating a more nuanced value story for AI initiatives.

A recurring theme is the power of coalition building. Rather than relying on a lone CFO champion, successful AI programs enlist a triad of sponsors: the chief financial officer for financial returns, the chief medical officer for clinician well‑being, and the chief operating officer for operational efficiency. This multi‑stakeholder approach helps translate soft benefits—like happier physicians—into persuasive narratives for boardrooms. The panel also warns that pilots often stumble when they lack cross‑departmental buy‑in, even if the technology works. Without early involvement of end‑users and clear governance, scaling from a 30‑doctor pilot to enterprise‑wide deployment becomes a political, not technical, challenge.

Finally, the experts advise health‑system leaders to start with problem definition rather than technology hype. By pinpointing revenue‑cycle bottlenecks, supply‑chain inefficiencies, or clinician workflow pain points, organizations can treat AI as a utility that augments existing processes. Coupled with solid process re‑engineering, training, and adoption plans, AI solutions can move from isolated pilots to sustainable, scalable assets that deliver measurable ROI across financial and human dimensions. This pragmatic roadmap positions AI as a strategic enabler in the broader digital transformation of health care.