AI is reshaping home-based care faster than most organizations anticipated, and the technology is only part of the equation. In this episode, Tony sits down with Courtney Penn, COO at Transcend and a certified change management expert, to talk about how agencies can make AI adoption actually work – starting with the people on the front lines.
They introduce “Beverly,” a composite persona representing the experienced clinician or admissions coordinator who has weathered multiple EMR transitions and isn’t eager for another round of disruption. Rather than framing AI readiness as a clinician problem, Courtney reframes it as an organizational one: Are agencies prepared to support their people through this shift?
The conversation covers inclusive design, role-based adoption pathways, microlearning strategies, and why peer-to-peer engagement may be the most effective way to turn skeptics into advocates. Tony and Courtney also share how they’re using AI in their own workflows at Transcend – from synthesizing client documentation to drafting executive summaries and planning meals at home.
If your organization is navigating the intersection of AI and workforce readiness, this episode offers a grounded, human-centered framework for getting it right.
