An interview with Jenny Reichard, Senior Industry Executive, Healthcare, APAC
Workforce shortages. Administrative burden. Burnout. The challenges facing healthcare providers aren’t new, but the stakes are higher than ever.
In this conversation, we speak with Jenny Reichard, Senior Industry Executive for Healthcare at Genesys, about what’s really driving the pressure behind the scenes – and what organisations can do to better support the people behind the care.
Let’s start with the obvious – the workforce shortage. Is it as bad as it sounds?
Jenny: It’s huge. A report by CEDA found that Australia is facing a shortage of at least 110,000 direct aged care workers within the next decade. And that’s just aged care – we know hospitals, clinics and community services are under the same pressure. Staff are stretched. There’s constant churn. And the pressure doesn’t just sit with clinical roles – admin teams are struggling too.
The thing is, we can’t hire our way out of it anymore. There simply aren’t enough people. So, we have to start thinking differently about how we support the people we do have.
So, what’s contributing to that pressure – and where does communication come in?
Jenny: A lot of the pressure comes from unnecessary admin. Outdated systems. Manual work. Teams answering the same questions five times a day. It’s exhausting – and it’s not sustainable.
We work with healthcare organisations who tell us their staff are spending more time chasing information or responding to avoidable calls than actually delivering care. That’s a huge problem – not just for efficiency, but for morale.
What are some practical ways Genesys helps reduce that burden?
Jenny: One example is rostering queries or family updates – things that used to tie up staff for hours. With the right workflows in Genesys, a lot of that can be automated or intelligently routed. So instead of one person getting 30 calls about visiting hours, you’ve got self-service and smart routing in place.
We’re also helping organisations triage calls more effectively. Our AI can detect certain words or symptom cues during a conversation – which means a non-clinical staff member isn’t left to make judgement calls. If someone says, “I’m short of breath,” or “there’s a tightness in my chest,” the system can trigger a response or alert the right team. It’s all about giving the right people the right information at the right time.
That idea of empowering non-clinical teams feels really important.
Jenny: It is. Clinical staff are overwhelmed – and admin teams are often the first point of contact. So how do we better equip them? How do we give them the tools and context to act and not just answer the phone?
That’s what we focus on. Bringing together the information, the history, the support – so that every interaction is faster, safer and more human.
Do you think we’re at a tipping point?
Jenny: Definitely. Between reform, demand and workforce pressure, something has to give. And for a lot of healthcare providers, this is the moment they start rethinking the systems behind the scenes – especially when it comes to communication. Because that’s where so much of the patient and staff experience is shaped.
This isn’t about replacing people. It’s about supporting them and giving them what they need to thrive, not just survive
Final thoughts
Jenny: Look after your people. If you’re investing in technology, make sure it’s something that actually supports them day to day. That helps them deliver better care without burning out in the process.
Don’t wait for burnout to decide for you. If you’re ready to reduce the burden and create a calmer, more connected experience for your team – we’re here to help. Discover how our comprehensive solutions enhance patient, member, employee, and provider experiences here.
