Presented by Maximus

Artificial intelligence is no longer a future concept in federal health care—it is already changing how providers deliver care, especially at the Department of Veterans Affairs. In the second segment of Fed Gov Today, Francis Rose speaks with Christen MacMillan, Clinical Market Lead at Maximus, about how AI and digital tools are helping clinicians manage growing demand, workforce shortages, and complex administrative workloads while keeping patients at the center of care.

MacMillan explains that technology-enabled solutions are becoming true force multipliers across the health ecosystem. One of the biggest challenges facing health care today is a shortage of providers, a problem that continues to grow nationwide. Digital tools help address this gap by expanding access to care and giving providers more capacity to focus on patients. Rather than replacing clinicians, AI supports them by handling time-consuming tasks and improving efficiency across workflows.

A major opportunity lies in reducing administrative burden. Providers often spend large portions of their day collating and reviewing thousands of pages of medical records, which limits the time they can spend with patients. MacMillan notes that automation can dramatically streamline this process, allowing clinicians to quickly organize and synthesize information that would otherwise take significant time and effort. This shift helps providers redirect their energy toward clinical decision-making and patient interaction.

AI also plays an important role in diagnostics and triage. MacMillan describes how decision-support tools can assist clinicians by helping identify patterns, flag potential issues, and guide next steps—particularly in underserved or rural communities where specialist access may be limited. These tools expand provider reach and help ensure patients receive timely and appropriate care, regardless of location.

Telehealth and virtual care are another critical part of the equation. Digital modalities allow providers to work across time zones and geographies, giving patients more options for accessing care. MacMillan emphasizes that this broader connectivity creates new opportunities for collaboration among clinicians and improves continuity of care. Providers are no longer limited to the expertise available within a single facility; instead, technology enables them to tap into wider networks and shared knowledge.

Scale is one of the most significant advantages AI brings to health care. MacMillan explains that providers now have access to information and analytical capabilities at a level that simply was not possible a decade ago. AI can review vast amounts of data, including imaging and clinical records, and surface insights far more quickly than manual processes. This capability helps level the playing field by ensuring clinicians have the information they need, when they need it, to make informed decisions.

From a management perspective, MacMillan stresses that technology alone is not enough. Effective leadership is essential to ensure tools are used to their full potential. Training is a foundational requirement—providers must understand not only how to use AI-enabled tools, but also what those tools can and cannot do. Building confidence and trust is especially important, as some clinicians may initially fear that technology could replace their roles.

MacMillan emphasizes that AI should be positioned as an enhancement, not a threat. When providers understand how tools can support their work—by freeing up time, improving decision support, and enabling more personalized care—they are more likely to embrace adoption. Clear communication and education help shift the narrative from replacement to empowerment.

Governance is another critical element of successful implementation. MacMillan underscores the importance of maintaining a “human-in-the-loop” approach, where clinicians remain responsible for final decisions and patient care. AI can assist, but it does not operate independently of human judgment. Human-centered design and thoughtful integration ensure that technology aligns with clinical workflows and patient needs rather than disrupting them.

She also highlights the importance of considering where patients—particularly veterans—fit into the technology equation. AI-enabled health care must be designed with the end user in mind, ensuring tools improve the patient experience rather than complicating it. This includes safeguarding trust, transparency, and ethical use of data while delivering meaningful clinical value.

Throughout the conversation, a consistent theme emerges: AI succeeds when it supports people. Whether addressing provider shortages, expanding access in rural areas, or reducing administrative strain, digital tools work best when paired with training, governance, and leadership that prioritize both clinicians and patients.

The segment makes clear that federal health care transformation is not about technology for its own sake. Instead, it is about using AI thoughtfully to give providers more time, better information, and greater reach—ultimately improving care for veterans and strengthening the health care system as a whole