Finding the Human in the Machine — Dr. Michael Blackman on AI, Trust, and Smarter Workflows

On this episode of the MGMA Insights Podcast, host and senior editor Daniel Williams sits down with Dr. Michael Blackman, Chief Medical Officer at Greenway Health, to explore the evolving role of AI in medical practices — and why the human element remains essential.

From ambient documentation to clinical decision support, they unpack where AI is delivering real value today, where it still falls short, and how practice leaders can adopt these tools without overwhelming their teams or compromising patient trust.

Key Takeaways:

• AI is an assistant — not a replacement. Human oversight remains critical, especially in clinical decision-making where the stakes are high.
• Not all AI outputs are created equal. Clinicians must evaluate results in three categories: clearly correct, clearly incorrect, and the risky “plausible but uncertain” middle ground.
• Ambient documentation is delivering immediate value by improving patient interaction and reducing time spent on note-taking — while shifting clinicians from authors to editors.
• Critical thinking and “show your work” still matter. AI-generated recommendations should always be backed by verifiable evidence, especially in clinical contexts.
• Adoption starts with the problem — not the technology. Practices should identify specific workflow challenges first, then implement AI tools that integrate seamlessly into those processes.
• AI is reshaping team dynamics. As a “new team member,” it requires adjustments in communication, workflows, and even how clinicians interact with patients during visits.
• Incremental gains add up. From message prioritization to surfacing relevant patient data, small efficiencies across workflows can meaningfully reduce burnout over time.
• Transparency builds patient trust. Explaining how AI is used — especially when it enhances focus on the patient — can improve comfort, engagement, and adherence.

Resources:

• Connect with Dr. Blackman on LinkedIn.
• Greenway’s Novare platform (AI-driven EHR)
• AI by Design in Healthcare: Rethinking the EHR from the Ground Up, with Dr. Michael Blackman (MGMA Insights Podcast)
• "AI is slowly redesigning work in medical practices rather than replacing workers" (MGMA Stat Article)
• "Automatic for the people: AI moves for medical practices to boost the front office and access" (MGMA Stat Article)
• "AI governance in medical group practices: Rules for the humans in the loop" (MGMA Stat Article)

Email us at dwilliams@mgma.com if you would like to appear on an episode. If you have a question about your practice that you would like us to answer, send an email to advisor@mgma.com. Don't forget to subscribe to our network wherever you get your podcasts!

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