< + > How Greenway Health Is Building an AI-First Company From the Inside Out

Every vendor talks about AI, but few are willing to use it to rebuild their own operations. The organizations doing that work internally are the ones discovering a version of healthcare IT that runs faster, fixes old bottlenecks, and ships meaningful updates at a different pace. Greenway Health is setting itself on this path.

Greenway’s CEO Returned to Finish the Job

Richard Atkin, returning CEO of Greenway Health (Greenway), sat down with Healthcare IT Today to outline where he believes the company needs to go next. He described a push to accelerate internal adoption, develop new modules at previously unimaginable speeds, and deepen partnerships with cloud providers to support that momentum. Atkin stepped back into the CEO role because he felt the job was unfinished, and the timing was right for a more assertive move into AI-driven development.

Key Takeaways

1. Greenway is using AI internally at full throttle. Instead of talking about AI, the company is operationalizing it across support, sales, and engineering.
2. Greenway has a new Agentic AI Factory, built with AWS. Atkin is betting big on agentic AI that can reason and guide decisions, and the company is already producing agents at a rapid clip thanks to the AWS partnership and HealthLake/Bedrock infrastructure.
3. Speed is now a competitive weapon at Greenway. The company is rewiring its development cycle around AI to ship features in months, not years. Entire product capabilities have been built from scratch in 3–4 months thanks to AI-accelerated development workflows.

AI Is Only Credible If You Use It on Yourself First

Atkin didn’t talk about AI as a roadmap aspiration. He described Greenway as a company already running on it, from support to sales to engineering.

“We have AI based agents in our support area, called GAIL, available through chat and shortly through voice to respond to many customer support calls,” explained Atkin. “It is enabling our experienced staff to deal with the more complex problems.”

Greenway launched GAIL (Greenway Automated Intelligent Liaison) earlier this year and it is already handling a significant share of frontline questions. Using AI internally also gives Greenway a clearer view of what its customer face – increasing empathy and helping to set product direction.

Greenway Teams With AWS

That internal adoption sets the stage for the next phase of Greenway’s strategy. The company has forged a deep relationship with AWS that includes true co-development, resulting in what Atkin calls an “Agentic AI Factory”. These agentic systems are designed to reason across workflows rather than simply automate steps.

“We have a true co-development partnership [with AWS] to create an agentic capability,” shared Atkin. “We have built the foundation for an agentic AI factory and we’ve already created four agents.”

The vision is a growing network of AI agents that can take on more cognitive work, freeing clinicians and administrative teams to focus on problems requiring human judgement.

What Happens When Engineering Adopts AI From End to End

That same philosophy is reshaping Greenway’s engineering approach. Rising expectations and constrained resources have made development velocity a pressure point across the industry, and Atkin sees AI as the only path to sustainable acceleration.

He pointed to recent Greenway releases as evidence: “Some of the things we had just shown here [at Greenway’s 2025 User Group Meeting – Engage2025], have been developed in the last three or four months from scratch. It’s just incredible what these tools [are doing].”

Shorter build cycles, faster prototyping, and tighter iterations set up a future where customers see improvements sooner and workflows evolve more frequently.

A Glimpse of What AI-First Health IT Could Look Like

Atkin’s return to Greenway comes at a moment when the gap between using AI and building around it matters. Faster releases, quicker feedback loops, and support systems that reduce friction can ripple outward into customer experience and day-to-day operations. His bet on AI, both internally and externally, rests on a simple idea: organizations move differently when the tools clear enough space for humans to do meaningful work.

Learn more about Greenway Health at https://www.greenwayhealth.com/

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