People Serving People
Matt Staub, CEO of Your Health, sits down with Jamie Preston to tackle one of healthcare's most urgent tensions: as AI and automation reshape how care is delivered, what becomes of the irreplaceable human act of serving another person? Sparked by a quote from Harvard Business School Professor Ryan Buell — "service is the business of people helping people" — this conversation makes the case that when you remove the human element from healthcare, care itself goes down.
Experiencing Healthcare Podcast · Jamie Preston, Matt Staub
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Show Notes
What if the greatest threat to healthcare isn't a broken system — it's a dehumanized one?
In this episode of Experiencing Healthcare, Jamie Preston and Your Health CEO Matt Staub wrestle with a deceptively simple idea from Harvard Business School Professor Ryan Buell: service is the business of people helping people. Sparked by Matt's experience at an Athena Health executive leadership forum, this is a conversation about what it truly means to serve — in a world where technology promises to do it faster, cheaper, and at scale.
Key topics covered:
- Why you can never fully take people out of a service industry — and what happens to care quality when you try
- How ambient listening technology like Mobius is using AI to restore human connection in the exam room, not replace it
- The ICU nurses who used tough love to get a post-heart-surgery patient walking — and what that story reveals about what genuine service really looks like
- The "can vs. should" question every healthcare leader must ask before deploying new technology
- How to show up and serve others with excellence, even on your hardest personal days
Healthcare will always evolve — but Matt and Jamie make a compelling case that the human at the center of care is the one thing worth protecting above all else. This one's worth the listen.