Human + AI + Human: SCAN’s CPO on AI Adoption, Hybrid Culture, and the Early-Career Gap

Summary

If AI headlines are making your people feel vulnerable or irrelevant, how do you move them from hesitancy to agency?

Lindsay Crawley-Herbert, Chief People Officer at SCAN, a Long Beach–based nonprofit Medicare Advantage organization with care delivery assets, shares a practical blueprint for building an AI‑confident workforce without burning people out.

With a CPA background, Lindsay brings a valuable lens to balancing business performance with people needs. She explains SCAN’s “human + AI + human” approach, why they frame AI as a multiplier—not a job eliminator—and how they’re upskilling employees on the soft skills that matter most: critical thinking, judgment, learning agility, and adaptability.

Lindsay details experiments like an AI coaching pilot, a company hackathon, and the pitfalls of poor workflow integration and context switching. She also sounds the alarm on cutting entry-level roles, arguing that skipping early-career talent now will create a succession crisis later.

Expect actionable guidance on messaging, governance, data quality, and integrating AI where work already happens.

Timestamps

[00:45] – SCAN’s mission, footprint, and hybrid model (collaboration days and distributed leadership)

[01:51] – From office-first to intentional hybrid: why in-person still matters

[03:05] – 2026 challenge: moving employees from AI hesitancy to agency and addressing fear of irrelevance

[05:46] – Human + AI + Human: AI as a capability multiplier and input vs. output framing

[07:39] – Upskilling strategy: critical thinking, learning agility, hackathons, and safe-to-experiment culture

[11:27] – AI coaching pilot: scaling manager support and the importance of workflow integration

[15:23] – Adoption watchouts: data quality, governance, and keeping a human on the “back end”

[18:14] – Don’t skip entry-level roles: exposure, succession, and building future leaders

Takeaways

- Reframe AI as a growth multiplier: communicate “human + AI + human” to reduce fear and increase agency.

- Build soft skills at scale—critical thinking, judgment, and learning agility—to future-proof your workforce.

- Embed AI where work happens (e.g., Slack/Teams) to cut context switching and drive adoption.

- Pilot AI coaching to give more people access to feedback, improve conflict resolution, and support managers.

- Govern for reliability: invest in data quality, clear policies, and human review on both the input and output sides.

- Protect the early-career pipeline with real exposure and development to avoid future succession gaps.

Sponsor

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Lindsay Crawley, Chief People Officer at SCAN Group & Health Plan

HR Voices

Lindsay Crawley, Chief People Officer at SCAN Group & Health Plan