Long-time editors Liz Beaulieu and Theresa Flaherty discuss the HME industry’s top news, and call on experts to provide context and add color to the stories they’re writing for HME News. It’s everything you’ve come to expect from HME News, just in podcast form, in about 10 minutes or less. HME News, www.hmenews.com, is the leading source of news for the home medical equipment industry.
Episodes
Monday Feb 16, 2026
Monday Feb 16, 2026
Welcome to a special episode of HME News in 10, sponsored by Brightree.
Today’s guest is Justin Lewis, senior director of Brightree’s ReSupply LiveCall Service. He offers a reality check on AI and how to use it in a way that actually improves patient experience.
“We put a lot of thought into how a call should actually feel from the patient’s perspective – where it should start, how we should ask questions, what decisions need to happen in the background, and what a smooth handoff looks like when a human is needed,” he said.
When providers move past common misconceptions about AI, Lewis says they can use it to:
• Handle routine requests, like order status, more efficiently
• Free up agents to focus on complex conversations
• Better manage call volume spikes
• Extend service capabilities
Ultimately, Lewis says AI is at its best when it delivers real, measurable value – not hype.
Hosts:
Liz Beaulieu
Theresa Flaherty
Guest:
Justin Lewis
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