By: Sarah Armstrong, CEO, TREND Health Partners
In healthcare’s back office, the quiet revolution of AI is reshaping the way we work—yet its success hinges on something profoundly human: trust
We live in an era defined by unprecedented acceleration—technological, cultural, and economic. As automation and artificial intelligence reshape industries at a breakneck pace, the need for organizations, and more importantly, individuals, to adapt is no longer optional; it’s critical. But adaptation isn’t just about adopting new tools or technologies. It’s about rethinking how we approach problem-solving, leadership, and even ourselves. In healthcare, particularly in the often-overlooked back office, this transformation requires us to reevaluate how we connect as humans amidst the growing presence of digital agents. At TREND Health Partners, we’ve always believed that the foundation of progress in healthcare isn’t just technology—it’s the people behind it.
Embracing Complex Problems with Confidence
Let’s be honest: the straightforward, easy-to-solve problems—the ones that come with quick fixes and satisfying checkmarks—are increasingly being handled by machines. Tasks like basic data entry and rule-based processes are already managed more efficiently and accurately by technology. As leaders and problem-solvers, we’re left with the tougher, messier, high-acuity challenges that defy simple solutions and resist categorization. The future calls for a shift in mindset, one where we find fulfillment not in quick wins but in navigating uncertainty, embracing risk, and recognizing that some problems may never have a single “right” answer. This requires not just smarter solutions but smarter ways to design those solutions. It calls for us to create new neural pathways—to retrain our brains to face ambiguity and collaborate more effectively. And perhaps most importantly, it requires us to help our teams evolve alongside us.
Investing in People, Not Just Technology
Automation in healthcare’s back office holds great promise, freeing us from mundane tasks and enabling teams to focus on “higher-value work.” But fulfilling that promise requires more than just deploying new tools; it demands a deep investment in people. Upskilling isn’t just about learning software or technical skills—it’s about rethinking the way we solve problems. Personal growth is messy, nonlinear, and deeply individual. It doesn’t happen in a single training session or through an off-the-shelf program. Organizations must recognize this and invest in their teams as human beings, each with unique trajectories of growth. This is how we unlock the full potential of automation while ensuring the workforce thrives.
A Personal Board of Directors
One of the most powerful tools for personal growth is what I call a “personal board of directors.” Just as organizations rely on a board to provide diverse perspectives and ensure sound decision-making, individuals can benefit from surrounding themselves with trusted advisors who challenge their thinking, support their ambitions, and offer fresh ideas. Your board might include mentors, colleagues, or even friends and family members who represent different viewpoints. These are the people who will cheer for you when you succeed, hold you accountable when you falter, and push you to see the bigger picture. They are a reminder that no matter how much technology advances, human connection remains central to progress.
Moving into the Future Requires Walking Away from the Past
Growth also requires us to expose ourselves to new ideas and reevaluate the “shoulds” that guide our decisions. Too often, we operate on autopilot, following internal scripts shaped by societal norms, outdated habits, or even fear. But what served us in the past won’t necessarily serve us in the future. For me, this realization came during my early career, when I believed that leadership was synonymous with control. It wasn’t until I began challenging that belief—through new experiences, insights from trusted advisors, and intentional self-reflection—that I understood leadership as something far more collaborative and human. This kind of self-examination isn’t easy, but it’s essential. As the saying goes, “What got you here won’t get you there.” And in today’s world, the corollary is equally true: “What got you here won’t sustain you here.”
Building Trust in a Changing World
None of this works without trust. Trust is the foundation of collaboration, whether between individuals, teams, or entire organizations. In healthcare—where payer-provider relationships are often fraught with tension—trust can feel elusive. Yet, it’s the key to progress.
Trust begins with seeking to understand—truly understand—the perspectives, motivations, and goals of others. When people feel seen and heard, they engage in good faith, creating space for win-win solutions. At TREND, this philosophy is embedded in everything we do, from fostering a culture of transparency to building strong client partnerships. Trust isn’t just something we value—it’s the foundation of our approach to creating better outcomes. By focusing on trust and understanding, we strengthen connections, foster collaboration, and achieve results that benefit everyone involved.
As we navigate the exponential age of automation, let’s not lose sight of what makes us uniquely human. Machines can solve many problems, but they can’t build relationships, inspire trust, or nurture growth. That’s our job. And if we do it well, the back office of healthcare—indeed, all of healthcare—will emerge stronger, more resilient, and more human than ever before.