Status : Verified
| Personal Name | Tan, Sharlene Lao |
|---|---|
| Resource Title | Organizational readiness and performance dynamics of agentic AI adoption in the medical knowledge process outsourcing industry |
| Date Issued | 22 June 2026 |
| Abstract | This paper studies the organizational readiness and performance in the adoption of agentic artificial intelligence (AI) in the medical knowledge process outsourcing (MKPO) industry, with a focus on Optum Philippines. The study discusses the transformative potential of agentic AI and presents the specific challenges posed by this AI system. MKPO companies are uncertain as to whether they are prepared to deploy agentic AI, given the current technical, workforce and governance challenges. The study adopts the conceptual framework of technology acceptance theory and recent AI adoption literature as of January 2026, to analyze organizational readiness in successful AI integration. A combination of quantitative surveys and qualitative interviews are done. The study also reviews secondary data about Optum’s use cases to evaluate AI performance. The research findings resulted in Optum having a high organizational readiness index however, barriers to adoption were identified. The study is limited to a single organization, and it acknowledges that agentic AI and its regulations are rapidly changing, so its relevance is relative at the time when the research is conducted. The research concludes that organizational readiness and technological innovation alignment are the key to sustainable business performance improvement. It recommends to invest in a more simulation-based training for clinicians, to strengthen data privacy measures, to support legacy system integration, to advance governance and monitoring frameworks, to weave AI into daily workflows, and to develop a structured AI maturity roadmap. All these will collectively unlock the full potential of agentic AI and foster responsible innovation within the healthcare outsourcing companies. |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Agentic AI, Organizational readiness, Medical knowledge process outsourcing |
| Material Type | Thesis/Dissertation |
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