Mark Hilleary

⭐ Big news for us at Hyro ⭐ We’re teaming up with Sutter Health to transform how their 3.5 million patients connect with their care. By bringing Hyro’s responsible AI agents into voice, chat and SMS, Sutter Health will redefine their modern patient experience.  💬 “We focus on empowering patients and changing the experience around what is possible in healthcare. And to that end, we are always looking for opportunities to build stronger connections with consumers across all channels and engage in ways that fit into their lives,” said Jennifer Bollinger, Chief Consumer and Brand Officer for Sutter Health. “With the addition of an AI-powered voice and chat communications platform, Sutter will continue to transform touchpoints for our patients and our people, helping drive better patient engagement, streamline operations for our teams and deliver data-driven insights that can help us better serve their needs now and in the future.” Proud to see our tech helping unburden staff, unblock patient access, and unlock insights for one of California’s most innovative health systems. 👉 Read the full story: https://lnkd.in/d7zRGCUp Excited to partner with you - Michael Ingwell Rebecca Parson Melanie Holmes Dixon, PMP Trevor Brand, MSHA, FACHE Rob LaRe William Bryant Steve Chambers Jenniffer Jones-Smith Mordechai Pavlovsky, MD, MBA, MPH Emalee Rabon Jason Wiesner, MD, MBA Motti Edelstein Paige Entwisle #HealthcareNews #ResponsibleAI #HealthcareInnovation

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PPO Growth Trap - It's Not Just the Utilization Uptick; It May Be About the Population Shift The chart below shows the average risk score per county for Local PPO Medicare Advantage plans in California. As can be seen, the risk scores had ups and downs over the years, but recently, we see a gradual decline across most counties in California. Of course, when you look at the contract and parent organization levels, it shows different pictures—some payers adopt aggressive risk coding—but here, let's just look at the county-level population trends. Did the population get healthier? Did providers fail to document conditions recently? I think there's a different reason. The recent enrollment boost in Medicare Advantage was largely due to growing PPO enrollment. So, who got in? Relatively young and "healthy(?)" populations migrated to the MA PPO plans. So the risk scores went down as the MA plans increased their enrollment sizes. This creates what I call "adverse selection in reverse"—plans get lower risk scores (and thus less revenue) but still face baseline administrative costs. What's more challenging is that these newly enrolled beneficiaries aren't necessarily low-utilizers just because they have lower risk scores. They tend to be more engaged, smart consumers who value choice and may actively use their benefits. To some degree, I strongly suspect this newly joined population may be one of the causes of financial struggles for MA plans these days. They lower the overall risk scores, yet still require baseline administration fees. Plus, these populations tend to be savvy healthcare consumers who know how to navigate the system. The timing is telling too—this population shift coincides with increased regulatory scrutiny on risk adjustment practices, making it even harder for plans to capture appropriate risk scores. Plans essentially traded higher risk scores for higher enrollment, but the economics may not have worked out as favorably as projected. What do you all think? There are many reasons why it's so hard to manage MA these days. Aggressive coding and AI-powered billing technologies, aggressive growth into new population segments (risky), and we shouldn't forget to mention the increased oversight on risk coding activities as well.

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We’re proud to share that the City of Sacramento is moving from Documentum to the cloud-based CARA Platform, serving as the single source of truth for official records across 17 municipal departments. From planning permits to historical archives, CARA is streamlining search, routing, and retention while paving the way for AI-powered tools like chat-based search, document classification, and automated workflows. Read the full announcement : https://lnkd.in/eyaXHsvu #publicsector #CARAPlatform #cloud #contentmanagement #AI

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Big win for the Hyro team ✨ We’re so excited to join forces with Sutter Health to make it easier than ever for their 3.5M patients to connect with care. By bringing Hyro’s responsible AI agents across voice, chat, and SMS, Sutter Health is reimagining what a modern patient experience can look like — and we’re thrilled to power it. “We focus on empowering patients and changing the experience around what is possible in healthcare. And to that end, we are always looking for opportunities to build stronger connections with consumers across all channels and engage in ways that fit into their lives,” said Jennifer Bollinger, Chief Consumer and Brand Officer for Sutter Health. “With the addition of an AI-powered voice and chat communications platform, Sutter will continue to transform touchpoints for our patients and our people, helping drive better patient engagement, streamline operations for our teams and deliver data-driven insights that can help us better serve their needs now and in the future.” Couldn’t be prouder to see our tech helping unburden staff, open up access, and surface insights for one of California’s most forward-thinking health systems. 👉 Read the full story: https://lnkd.in/gbkuugFD #HealthcareInnovation #ResponsibleAI #HealthcareNews

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A strong RFP sets the tone for a successful software project. 👉 This article covers how to write one that’s clear, focused, and more likely to bring in quality proposals, without overcomplicating the process: https://lnkd.in/d6xznfkT

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Clarity Over Chaos: A Product Leadership Mindset As product leaders, our job isn’t to be busy. It’s to be clear. Too often, teams confuse throughput with impact—especially in organizations where IT takes tickets via ServiceNow and just processes one after another. Motion ≠ progress. Here’s how we’re flipping the script: 1. Start with a unifying product vision. If every feature doesn’t ladder up to it, we say no. Focus creates momentum. 2. Say no to get to yes. Low-impact asks clutter the roadmap. We protect our time for what really moves the needle. 3. Shift IT from ticket-takers to strategic partners. We’re embedding product thinking upstream—spotting patterns, fixing root causes, and designing for scale. 4. Measure outcomes, not outputs. We track engagement, task completion, NPS, and call deflection. The goal: eliminate friction, not just ship features. Clarity over chaos isn’t a slogan. It’s a discipline. If you’re feeling the pull of mindless busyness, zoom out. Ask: Are we solving the right problems—or just moving fast?

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This is a really interesting article about writing agents with the Claude Agent SDK. It gets into design advice that you should consider when writing an agent with Claude. It chimes with what I’ve read about the development of Claude Code (write as little business logic as possible and concentrate on getting out of the way of the model). The general takeaway for me is from the three-block flow chart in the middle: Give the agent good tools/affordances in three categories: Gather Context, Take Action, Verify work. Do that at the right granularity, with good feedback, and then let the model do the driving. It’s deceptively simple, but it has a goldilocks quality to it. Trying to make a more complex flow chart with many more boxes and lines constrains the AI to just the things you could think of in advance and makes it overfit to what you know today. Trying to make it simpler by, for example, giving the agent a whole existing API as a single tool can overwhelm it with too much choice and then too much context in the responses. It’s definitely worth reading if you're interested in building or using agents, irrespective of AI vendor. https://lnkd.in/eKF2rXWb

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📉 There’s a hidden tax in every integration project: poor documentation. Integration teams waste countless hours chasing tribal knowledge, reverse-engineering systems, or working from outdated docs. The result? Slower delivery, more errors, and a drag on business outcomes. In our latest blog, Aaron Kesler unpacks how AI agents are changing the game 🤖 automating documentation, surfacing real-time context, and freeing teams to focus on what really matters: building and delivering value. Read how AI is solving the documentation problem here 👉 https://lnkd.in/exmsG_tG   #AI #DataIntegration #AgenticAI

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Recently I went to a local mixer here in Sonoma County and did something radical: I left the AI buzzwords at home and just asked people, “How is technology actually feeling in your business right now?” I heard it all: “Excited, but overwhelmed.” “Curious, but I don’t trust the hype.” “I’d use AI tomorrow… if someone I trust set it up.” Those conversations did more for my roadmap than any online trend report. Face to face, with eye contact, people tell you what they’re really worried about: staff burnout, sloppy data, missed calls, chaos in the back office. That’s where AI actually belongs... quietly fixing the unglamorous problems. If you’re building in AI, go talk to the people on your street, not just your Twitter feed. The answers are usually sitting at the bar table across from you.

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Faster Salesforce releases in the public sector start with better testing. In this webinar, Zachary Bayer, Stefan Mohapp, and Evan Bartlik walk through a practical, phased framework for moving from manual UAT to scalable, low-code automation—built specifically for public sector teams that need speed without sacrificing compliance or control. The session covers how agencies are modernizing testing, reducing manual effort, and building confidence into every release without taking on a heavy lift. If you’re still relying on spreadsheets or manual testing to get Salesforce releases out the door, this is worth a watch. Watch on YouTube: https://ow.ly/J8xN50Y5CcX Explore more resources: https://ow.ly/ZWpC50Y5CcY #PublicSector #SalesforceTesting #SalesforceDevOps #Copado

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You want to have Copilot use a file that isn't in the "file picker"? The trick is to upload the file to OneDrive (business or personal), copy the link, and then add the file to the Copilot prompt (with a / before). Blog post with details and screenshots: https://lnkd.in/g4zQ83jR

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Drupal just got easier to work with — without losing what makes it powerful. 🧩 Canvas 1.0 introduces a component-based visual builder that balances layout control with developer flexibility. It’s not a shortcut—it’s a smarter path. In this week’s editor’s pick, Kazima Abbas highlights: • What Canvas means for editors and devs • Reactions from leaders like Aaron McHale and Jillian Chueka • How it fits Drupal’s low-code ambitions Read the full breakdown + other key ecosystem updates: https://lnkd.in/gVHfK6gG #Drupal #OpenSource #WebDev #LowCode

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This week, I was re-reading the book "Accelerate" and uncovered invaluable insights. Here are the top 3 takeaways: 1️⃣  **Great Software Delivery = Great Business Performance** It’s not just about IT anymore. Companies that build and release software quickly and safely absolutely crush it in the market. Speed and stability aren’t trade-offs — you can (and must) have both. 2️⃣ **Focus on the Right Four Metrics** Most teams track way too many things. Accelerate proved that four simple metrics — deployment frequency, lead time, change failure rate, and time to restore — tell you almost everything you need to know about team health and business agility. 3️⃣ **Culture Is the Real Secret Weapon** Want faster releases, better innovation, and happier teams? It starts with psychological safety, trust, and empowering people. Tools matter, but culture matters more. #Accelerate #DevOps #Leadership #SoftwareEngineering #BusinessGrowth #ContinuousImprovement

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Now works with LocalGov Drupal (or any CMS for that matter - more here: http://jadu.net/lgr) For councils running #LocalGovDrupal, the challenge of helping residents quickly find the right service or answer is a familiar one. Traditional search often falls short, and most AI chatbots are clunky, impersonal, and expensive to train and run. AgentEx: Search from Jadu now works seamlessly with #LocalGov #Drupal, bringing powerful agentic AI search directly into your website, without the need for annoying chatbots or complex technical integrations. With just a short implementation, it transforms your existing search box into an intelligent digital assistant that understands natural language, speaks over 70 languages, and delivers task-focused answers in real time, 24/7 and accessible to everyone. Why this matters for Drupal users? The LocalGovDrupal community also prioritises accessibility, reuse, and cost-efficiency. AgentEx: Search fits naturally into this ecosystem, offering councils a way to bring #AI to their residents without compromising on those values. Especially important in light of Local Government Reorganisation and the opportunity for much needed service reform. As councils merge or collaborate across shared services, websites often become more complex. Residents just want to know when their bins are collected, how to apply for school places, or where to find support. AgentEx: Search uses your existing content to deliver accurate, accessible responses instantly, guiding people to tasks, not just pages. (more about LGR: http://jadu.net/lgr ). Agent-Ex: Search is the single front-door for newly re-organised councils. Unlike generic AI tools or external scraping solutions, AgentEx: Search is trained on your site’s actual content. It doesn’t invent answers or rely on vague matches, it reads your structured data and delivers it back as plain-language responses that align with your brand and meet WCAG 2.2 AA accessibility standards. Crucially, it’s not a chatbot. There’s no awkward pop-up to dismiss. It enhances your search bar with AI-powered intelligence that users trust, presented in a way that feels familiar. Whether a resident types or speaks their query, AgentEx: Search responds quickly and clearly, in their language and with a clear call to action. Many authorities don’t have the time, resources or budget to overhaul their site or retrain editors. That’s where AgentEx: Search shines. It integrates quickly with LocalGov Drupal, requires no manual tagging or AI expertise, and brings immediate value by reducing contact centre load and improving customer satisfaction. More: http://jadu.net/agent-ex Nick Hill Helen Olsen Bedford Dipti Amin Lee Russell Mark Say Mark Chillingworth Mike Gifford, CPWA Simon Gray Richard Beards #localgov #localgovdrupal #ai #agents

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