Artificial intelligence continues to dominate headlines, but for healthcare leaders already juggling staffing shortages, compliance challenges and financial pressures, the question isn’t whether AI is important — it’s how to approach it without being overwhelmed.
That’s where Crystal Washington, futurist and author, brings a refreshing perspective on the AI revolution. Washington also brings her insights as a keynote speaker for the 2025 MGMA Leaders Conference.
In her conversation with MGMA Insights Podcast host Daniel Williams, Washington shares how generative AI and other emerging technologies are reshaping industries and offers strategies for medical practice leaders to prepare for a machine-driven future.
From Hospitality to Futurism
Washington’s journey into futurism began long before she knew the title existed. “It actually took one of the more founding futurists in the United States from, like, the seventies to see me and was like, ‘you do know you’re a futurist,’” she explains.
Her career path began in hospitality, but she quickly found herself recognizing patterns and trends before others saw them. “I remember telling my boss, ‘I have a feeling’ — and this is in the 2000s — ‘this social media thing’s gonna be big.’ … If Pepsi gets on there and they have a profile, Pepsi can talk to people who love Pepsi, and they’ll love Pepsi more,” she recalls.
When her boss dismissed the idea, Washington pivoted. “I did what any self-respecting millennial would do. I quit my job and I started a company. … Within about a year and a half, I had Google, Microsoft, and British Airways hire me as a consultant.”
Her natural ability to look several steps ahead eventually led to advanced training and a career helping organizations anticipate the future.
Grounding Ourselves in AI
While many perceive artificial intelligence as a new phenomenon, Washington urges leaders to put its rapid growth in context.
“The term artificial intelligence was invented in the 1950s. … Any type of technology that performs a reasoning function that used to require the human brain — so even a regular calculator from the seventies is technically artificial intelligence,” she explains.
Washington emphasizes that AI has long been used in healthcare, especially in analyzing medical scans and actuarial work. But the introduction of generative AI in 2022 changed public perception. “This was a form of AI that generated human-like responses … it could draw and make videos and do summaries. We hadn’t seen that before,” she says.
At the same time, Washington cautions against sensationalism.
“What’s happening is we’re listening to the people who are creating it, who are saying it’s going to be able to do this, this, this, this — and we’re looking at them as experts when they’re really salespeople,” she says. “We have to be super careful that we’re listening more to the engineers versus the faces of organizations that stand to benefit from people buying into whatever they’re saying.”
Practical Steps for Busy Healthcare Leaders
Healthcare leaders often don’t have the bandwidth to become AI experts, but Washington argues that small, intentional efforts can go a long way.
“Even if it’s just setting aside 10-15 minutes … it could be just looking at what’s coming out for your industry,” she encourages. One resource Washington recommends is TLDR, a tech-centric newsletter offering digestible daily summaries of technology news.
Despite AI’s overall support and excitement, Washington warns against rushing into untested AI tools.
“The goal is not to be an early adopter or first adopter of any of this technology. Being the first with these types of technologies is extremely painful because there’s a lot of hiccups. There’s a lot of potential legal issues. There’s a lot of potential PR issues if you don’t do this right,” she emphasizes.
Instead, Washington advises starting with understanding the biggest challenges and pain points your practice or organization currently faces.
“If you hear of any type of generative AI or any other type of technology that addresses those specific challenges, then spend some time looking into it.”
Avoiding the “Shiny Object” Trap
According to Washington, the biggest mistake leaders often make is chasing every new technology that comes along.
By focusing only on solutions tied to their organizations' top issues, practice leaders can evaluate whether AI tools are truly worth the investment. From there, they can determine the right tools for their practice.
“There’s a lot of wonderful technology that might actually add value, but it may not add value to you, your practice, your organization, your career or your patients,” she stresses.
Making AI Approachable — and Fun
Washington offers reassurance for those who worry AI is too complex or hard to understand. Her goal at the Leaders Conference is to strip away what she calls the intimidation factor.
“You’re going to leave [my keynote] with some very practical and even funny ways that you can use some of this stuff in your everyday life that’s not intrusive, but that’s actually helpful!”
Resources:
- MGMA Leaders Conference 2025: Learn more and register
- MGMA Membership: Access tools, communities and educational opportunities - Learn more and register
- Crystal Washington — Visit crystalwashington.com
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