Healthpeak Names Omkar Joshi Head of Enterprise Innovation to Lead AI Operating System Rollout

Healthpeak Names Omkar Joshi to Lead Enterprise Innovation, Accelerates AI-Enabled Operating Platform

Healthpeak Properties, Inc. (NYSE: DOC) has appointed Omkar Joshi as Head of Enterprise Innovation. His mandate: drive technology, automation, and data initiatives and scale the company's agentic operating system to improve back-office performance and the tenant experience.

For operations teams, this signals a clear push toward AI-driven workflows with measurable impact on speed, accuracy, and service quality. The opportunity is straightforward: automate routine tasks, surface better decisions, and raise service levels without adding headcount.

Why this matters for Operations

• Faster cycle times: automate approvals, routing, and reconciliation.
• Fewer errors: standardize decisions with data checks and human review only where needed.
• Better tenant experience: quicker responses, clear status updates, and proactive issue resolution.
• Transparent operations: clean audit trails, real-time dashboards, and predictable SLAs.

Agentic operating system, in practice

Think of coordinated AI agents handling repeatable work with rules, context, and oversight. They trigger tasks, talk to your systems, and escalate exceptions to people.

• AP and billing: read invoices, match to POs, flag exceptions, post to ERP.
• Lease and CAM: extract terms, calculate pass-throughs, monitor expirations.
• Maintenance: classify tickets, auto-dispatch, predict parts and labor needs.
• Tenant support: triage requests, resolve common issues, summarize conversations for handoffs.
• Analytics: occupancy, utilization, and service patterns that guide staffing and budgets.

Rollout checklist for Ops leaders

• Pick 2-3 workflows with high volume and clear rules (AP, work orders, or tenant requests).
• Baseline current performance (cycle time, cost per item, error rate, SLA adherence).
• Stand up human-in-the-loop controls for exceptions and approvals.
• Map system access and data lineage; secure credentials through a vault.
• Pilot in a limited scope, then expand by site, portfolio, or region.

Data, controls, and trust

• Access: least-privilege roles, service accounts, and regular credential rotation.
• Privacy: classify data; mask sensitive fields where possible; define retention windows.
• Audit: log every agent action, decision, and handoff; enable quick rollback.
• Risk: test models against edge cases; monitor drift and exception spikes.
• Policy: set clear rules for what agents can do autonomously vs. what needs approval. See guidance like the NIST AI Risk Management Framework.

Metrics that prove it's working

• Cycle time per workflow and cost per transaction
• First-contact resolution and SLA adherence
• Exception rate and rework rate
• Tenant satisfaction (CSAT/NPS) and ticket backlog
• System uptime and data quality alerts

90-day plan

• Days 0-30: Select pilots, lock metrics, map data access, and define approval thresholds.
• Days 31-60: Run pilots with human oversight; fix failure modes; document SOPs.
• Days 61-90: Expand to a larger scope; train teams; retire duplicate steps and update SLAs.

What to do this week

• List your top five manual workflows and pick two for pilots.
• Assign a single owner for AI operations and a partner in IT/security.
• Publish a one-page policy: what agents can do, when to escalate, and how to log actions.

For more on Healthpeak, visit the company site: healthpeak.com.

If your team needs upskilling to support AI-driven operations, explore curated options here: AI courses by job role.

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