Innovating with Intention
December 9, 2025
What if the biggset barrier to innovation is not technology – but our intention behind it?
In the patient services industry, innovation is not measured by what we adopt. It is measured by how it changes the experience.
Patient services is built around complexity. Patients depend on timely access to therapy. Healthcare providers rely on accurate, timely, and frictionless support. Behind the scenes, teams across reimbursement, clinical services, field support, and contact center operations work every day to bring the end-to-end experience together.
In today’s landscape, we are always in pursuit of new ways of working. From the top down, leaders seek innovation that drives measurable results. From the bottom up, team members seek purposeful and impactful work. And in the middle, core leadership and management teams strive to minimize persistent disruptions that stall progress and pull focus from what matters most.
As we venture into 2026, AI is positioned to solve many of our challenges automagically. It can elevate performance, streamline operations, and support faster, more informed decisions. But technology itself is not the solution. Intention is. At Valeris, AI is applied with purpose, ensuring every effort advances our mission, improves the experience for patients and healthcare providers, and meaningfully supports the teams who deliver this work every day.
Eliminating barriers between patients and their prescribed medications is both our mission and the measure of everything we do.
With this level of responsibility, governance matters. To ensure our AI efforts are purposeful and not merely experimental, our AI Steering Committee plays a central role in guiding innovation with intention. This cross-functional team evaluates emerging opportunities and ensures that every initiative aligns with our mission, while also providing oversight, ethical guidelines, prioritization, and risk controls.
To achieve our strategic ambitions and enhance our existing capabilities, we are aligning innovation into key focus areas. This alignment clarifies the feasibility of use cases and strengthens the foundations for implementing AI as a transformative business tool.
Our key focus areas include:
- AUGMENT: Improve Human Performance. Boost existing technology with AI specialized applications that can be easily integrated into our systems to boost agent and nurse performance.
- ASSIST: Automate Repetitive Tasks. Enhance augmentation by incorporating virtual AI agents to automate and perform repetitive tasks.
- ANTICIPATE: Moving from Retrospective to Predictive. Incorporate predictive AI to create initial forecasts and real-time trend analysis to inform our internal teams and customers to improve demand planning.
- ADVISE: Moving from Predictive to Insights. Incorporating AI signal detection by leveraging machine and deep learning to analyze complex data streams in real-time for anomaly detection, real-time monitoring, and pattern recognition.
- ‘VALERICIZE’: Managing Demanding Workflows. To manage demanding workflows, integrate disparate systems like proprietary tech stacks and CRMs, we will bring it all together in AI-powered workflow automation and platforms.
As we move into 2026, our commitment is not just to adopt innovative technologies, but to harness them with clarity, purpose, and alignment to our mission. By focusing our efforts through a patient-first AI operating model and clearly defined innovation pillars, we are not just chasing trends – we are building a future where every advancement serves a meaningful purpose.
Looking Ahead
This January, our five-part series will dive deeper into each innovation pillar. What does it really take to turn intention into impact? Follow along on Valeris.com to see it in action.
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