Denise Triba - Using HR operational data and AI to improve service delivery

In this episode, host David Turetsky speaks with Denise Triba, CHRO at Ingenovis Health, about how her HR team is using workflow mapping, ticketing data, and AI to improve service for clinicians and internal teams. The conversation centers on a practical, human-in-the-loop approach to AI, with Freddie, their internal AI tool, trained to handle repetitive HR questions faster and more accurately. We discuss how a workforce solutions company thinks beyond recruiting, why understanding the work before applying technology matters, and how better HR operations can improve clinician experience, response speed, and career development. 

Key topics 

• David introduces Denise Triba, CHRO at Ingenovis Health, and frames the episode around operational data and AI in HR. 

• Denise explains that Ingenovis Health is a workforce solutions company supporting healthcare providers and life sciences organizations with the right workforce mix. 

• The discussion distinguishes Ingenovis from a traditional recruiting function, emphasizing a consultative model that optimizes client workforce needs. 

• Denise shares how the pandemic increased healthcare organizations’ need for more precise staffing and stronger workforce partners. 

• The HR team started with workflow mapping to understand exactly how work was being done before adding technology. 

• A ticketing system was introduced to validate assumptions and quantify the most common HR requests. 

• The team identified high-volume issues such as benefits enrollment and leave requests, then began training Freddie to handle those questions. 

• Denise describes Freddie as an internal AI tool still in beta, used between HR and IT before external release. 

• The conversation covers human review, validation, and hallucination prevention, with subject matter experts writing and checking training articles. 

• Denise explains that AI is helping reduce repetitive work, improve first-response accuracy, and free HR coordinators for more valuable work and career growth. 

• The episode closes with advice for HR teams: start with the process and the people doing the work, then apply technology to enhance it. 

Timestamps 

00:00 - Opening and introduction to the episode 
00:32 - David introduces Denise Triba and Ingenovis Health 
01:01 - What Ingenovis Health does as a workforce solutions company 
01:47 - The kinds of healthcare roles Ingenovis supports 
02:38 - Denise’s background and early interest in medicine 
03:48 - Why the episode focuses on operational data and AI in HR 
04:24 - Employee and clinician experience as a top priority 
05:21 - Why Ingenovis is more than a recruiting team 
06:33 - The mix of W-2 employees and 1099 contractors 
07:34 - Why facilities choose workforce solutions over direct hiring 
08:33 - How healthcare organizations changed after the pandemic 
09:04 - Starting with workflow mapping before introducing AI 
10:03 - Using ticketing data to validate top HR call categories 
10:29 - Tracking 3,000 calls and training Freddie with real data 
11:33 - How workflow data shows friction and points to automation 
12:10 - Faster, more accurate information for clinicians and HR coordinators 
12:55 - Benefits enrollment as the most common question 
13:22 - Other repeat requests like leave support 
14:34 - Writing articles to train Freddie on core answers 
15:04 - Subject matter experts validating Freddie’s responses 
15:48 - Avoiding misinformation and limiting scope during early rollout 
16:34 - How Freddie is used internally in beta 
17:22 - Better capture rates and fewer repeat follow-up emails 
18:44 - Extending clinician satisfaction through better service 
20:15 - When Freddie needs human support and escalation 
20:40 - Employment verification as an example of a hybrid workflow 
21:43 - Using AI across client-facing and sales-side operations 
22:59 - What surprised the team most about implementing AI 
23:56 - How the project is expanding into other HR workflows 
24:27 - Addressing fears that AI would take jobs away 
26:05 - Cost considerations and working within budget 
27:21 - The value of strong HR and IT partnership 
28:37 - Advice for HR teams considering AI adoption 
29:28 - Closing reflections on the scientific, process-first approach 
29:54 - Looking ahead to future updates on Freddie and beyond 

Notable quotes 

1. “You really need to understand the what before you start to apply the how.” 
2. “If you have to teach someone, you learn it.” 
3. “This isn’t about a workforce change internally. This is about how do we get better."