The Human Side of Healthcare in the Age of AI - Rendr Executives on System Transformation

“AI cannot replace the trust and human connection between doctors and patients,” said Dr. Richard Park, CEO of Rendr, at the organization’s Lunar New Year gala on January 24. As Rendr reflected on its growth over the past year and outlined strategies for the year ahead, key themes emerged: the integration of artificial intelligence (AI), transformation of care models, and expansion within Chinese communities.

As AI rapidly enters the healthcare space, it brings not only greater efficiency but also raises a fundamental question: as technology becomes more powerful, how can healthcare maintain trust and compassion?

Meanwhile, Chief Development Officer John Hui noted that as Chinese communities continue to expand geographically, healthcare services must follow. Rendr is accelerating its presence in emerging communities while continuing to advance a value-based care model at its core.

AI in Healthcare: Preserving the Human Element

Dr. Park emphasized that AI has the potential to significantly enhance productivity in healthcare, with its impact extending far beyond technology alone. He noted that with AI support, a single physician could potentially manage a patient panel that grows from approximately 500 to as many as 5,000 patients.

However, he stressed, “What AI cannot replace is the trust and compassion between physicians and patients.” As new technologies are introduced, healthcare must continue to uphold patience, dignity, and empathy to ensure care remains human-centered. While optimistic about AI’s potential, Dr. Park also acknowledged concerns that overreliance on technology could overshadow the human aspect of care. For this reason, Rendr places “kindness” at the center of its approach, emphasizing that AI should support—not replace—human care.

He also highlighted that the future of healthcare will increasingly focus on measurable outcomes, such as extending life expectancy, improving overall health, and enhancing quality of life. While the impact on older populations may take time to fully realize, advancements in medical technology are expected to significantly extend lifespan, particularly among those currently aged 20 to 50.

Achieving this will depend on leveraging AI to drive innovation in both treatment and prevention, including breakthroughs in areas such as cancer and diabetes.

In practice, AI and data systems are already influencing care quality. Rendr has implemented standardized processes to increase screening rates for colon cancer, breast cancer, and cervical cancer, enabling earlier detection across a broader patient population.

“The key to improving healthcare quality is reducing variation and increasing standardization,” Dr. Park said. Screening rates among physicians can vary widely, from 50% to 90%, and the goal is to consistently raise that benchmark above 95%.

Care Model Transformation: From Treating Illness to Managing Health

Beyond AI, the healthcare system itself is undergoing a transformation. John Hui explained that the U.S. healthcare system is shifting from a traditional fee-for-service model to a value-based care model—a transition that Rendr has been implementing for several years.

Under the traditional model, revenue is tied to the volume of patient visits. In contrast, value-based care aligns financial incentives with patient health outcomes. “We focus on keeping patients healthy, rather than only treating them when they are sick,” Hui said.

To support this model, Rendr’s data analytics team identifies patients who have not completed critical screenings—such as breast cancer screenings, colorectal cancer screenings, and diabetic eye exams—and works with care coordination teams to ensure follow-through.

Hui noted that Rendr has built a coordinated care system that integrates primary care physicians and specialists. Through early screening and cross-specialty collaboration, the organization reduces unnecessary hospitalizations and improves long-term outcomes.

Today, Rendr operates more than 100 clinics, supported by over 260 physicians and advanced practice providers, serving nearly 200,000 patients. Its data systems enable continuous monitoring and analysis of patient health.

Within this model, Rendr has achieved strong performance metrics. Based on the Centers for Medicare & Medicaid Services (CMS) rating system, the organization maintains an average score of 4.5 stars, ranking among the top in New York City. In terms of patient satisfaction, while the healthcare industry average is approximately 5 out of 10, Rendr’s Net Promoter Score (NPS) exceeds 7.7.

Expanding Care in a Changing Policy Environment

As Chinese communities continue to expand into areas such as Bayside, Long Island, and Staten Island, Hui emphasized the need for healthcare services to expand accordingly. Rendr plans to open new clinics in these emerging communities.

At the same time, healthcare providers face policy challenges. Addressing potential Medicaid funding cuts, Dr. Park stated, “As the child of immigrants, I believe that regardless of immigration status, income level, or insurance coverage, everyone deserves access to basic healthcare.”

He noted that many individuals within the Chinese community lack legal status or insurance and may avoid seeking care due to fear or financial barriers. “In these situations, we must find more flexible ways to deliver care,” he said.

To address these needs, Rendr connects patients to essential social resources, including housing support, home repair assistance, food access, and transportation services.

Looking ahead, Dr. Park emphasized that after building a strong foundation and achieving financial stability in recent years, Rendr’s focus will shift toward one central question: how to better serve people. While technology can strengthen healthcare, he stressed that its true value lies in how it is used to support patients, empower providers, and uplift communities.

‍

‍Click here to read the original article from Sing Tao Daily