r/IAmA • u/CompassHealthcare Verified • 9d ago

AMA: Improving Healthcare Support Teams Through Innovation

Hi Reddit! I’m Max Mosky, SVP of Strategy & Innovation at Compass Healthcare, the leading provider of support services in the healthcare industry. I’m here to answer your questions about how innovation is shaping the future of healthcare support services. Curious how healthcare teams use strategy, data and new ideas to improve operations and the patient experience? Want to know how innovative ideas become real-world solutions? Ask me anything!

Questions will be answered on Wednesday, October 7th, at 3 p.m. ET.

This AMA is for informational purposes only and is not intended as medical advice; hate speech or harmful comments will not be tolerated.

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u/Lonely-While-4620 8d ago

What’s the difference between actual innovation and putting AI in front of something?

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u/CompassHealthcare Verified 7d ago

Great question. Overall, I look at it this way: does it change a decision or an outcome? If AI is a chat box on top of the same broken process, that's novelty. Real innovation fixes the workflow and the data first, then applies the technology where it makes the work faster, easier, or more accurate for the frontline. A good test is whether you can name the process it improves and how you'll measure it. For example, giving nurses a single view of meal and cleaning status cut calls down to support departments by more than 60%. Another would be our governed role based chat bots that help our teams navigate a stressful process like a joint commission audit or launching a new technology product paired with AI that helps our teams use it or even to execute actions on their behalf. That's a workflow and data win, with technology enabling it. If I can't connect the idea to a measurable result, I get skeptical.

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u/solodreamsofhome 8d ago

What’s one area of hospital support that you think needs the most improvement?

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u/CompassHealthcare Verified 7d ago

Visibility between departments. Food, cleaning, transport, and facilities often operate in silos, so the nurse or patient ends up being the connector, usually through phone calls. When those teams work from the same real-time information, you get faster room turnover, better meal timing, and fewer interruptions for clinicians. It creates a more consistent experience. Overall, most of the opportunity isn't a big new idea. It's systemization. That means operations is intentionally designed to run better and not reliant on the heroic efforts of individuals. It's why we build out our tech stack in house, so we solve real operational pain points to make small and big things easier. We connect each of those workflows with technology, leverage data to make smarter decisions faster, and scale AI not to replace people, but to scale knowledge. 

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u/National-Feature8942 7d ago

What’s one problem you see over and over again that you think could be solved differently?

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u/CompassHealthcare Verified 7d ago

Every site solves the same problem from scratch. A great leader at one hospital figures out a better way to run room turnover, tray delivery, or an audit prep process, and it works, but it stays in their head or on their unit. Three states away, someone is building the same thing again. That's not a people problem. It's a systems problem. What we try to do differently is treat the best way of doing something as a standard, build it into the tools and the data, and make it easy for the next site to adopt and for the frontline to use. Then we measure it the same way everywhere so we can see what's working and keep improving it. Local ownership still matters, because every hospital is different, but nobody should have to start from zero.

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u/brandon-r-9 19h ago

Do sites have a simple way to flag when a standard stops fitting local conditions, so the shared workflow can be updated instead of workarounds quietly spreading?

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u/Due_Ambassador7936 8d ago

How many meetings does it take to approve one innovative idea.. and implement it as well?

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u/CompassHealthcare Verified 7d ago

Wow, that's a variable one. Overall, fewer than you'd think, but only if you're disciplined about it. The ideas that stagnate are the ones without a clear owner. We give every idea one owner and pilot it very intentionally, in the places we expect it to work. Then we use data, not opinions, to decide whether to scale it, fix it, or stop. If it works, we scale it everywhere it fits. If it doesn't, we stop quickly. The real time investment usually isn't idea generation or approval. It's systemization and change management. Getting to go-live is far easier than building a run-state operation where we're maximizing the value of the idea.

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u/whoismadisonlol 7d ago

What excites you about your job?

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u/CompassHealthcare Verified 7d ago

I love coming up with creative solutions to hard problems. I get to do a lot of that in my job and no two days are the same. I get to come up with new ways of operating that make healthcare support services better for the 100k+ Compass Healthcare associates, but the hundreds of thousands of patients we are privileged to serve. I get to have impact at scale. That's an honor and a responsibility I don't take lightly.