Listening with Purpose: How a Social Work alum transformed healthcare: School of Social Work : Indiana University

In early 2018, Amy Brown made a decision that would change her life — and potentially, the healthcare industry. A seasoned executive, mother of four, and the sole breadwinner in her family, she walked away from a secure C-suite role to launch a tech startup with no prior experience in software development.

Her motivation? A deep belief in the power of listening.

Brown, a two-time graduate of Indiana University with degrees in Human Development and Family Studies and Social Work, spent two decades in healthcare operations and policy. She saw firsthand how healthcare organizations were missing critical insights hidden in everyday customer conversations — insights that could improve care, reduce frustration, and build trust.

“We were spending millions on surveys,” she said, “while storing and ignoring thousands of calls where patients were already telling us what they needed.”

That realization led her to found Authenticx, a Indianapolis-based AI company that analyzes millions of customer interactions, from phone calls and emails, to help healthcare leaders understand and empathize with their patients at scale.

A Social Worker’s Approach to Tech

Brown’s journey from social work to tech entrepreneurship is anything but conventional — and that’s exactly what makes it powerful.

“My training was as a social worker,” she said. “But at the essence of it was this power of listening. That really does stem from my social work degree.”

Her background in public policy and healthcare gave her a unique perspective on the systemic challenges patients face. “I’ve watched loved ones go through serious health issues while also dealing with confusing bills, endless phone calls, and having to justify their care,” she said. “It’s excruciating. And it makes no sense.”

Authenticx was her answer to that frustration — a way to help healthcare organizations truly hear their customers and act on what they learn.

Building from the Ground Up

Brown bootstrapped Authenticx for the first 12 to 18 months, using her savings to build a low-code prototype and land early customers.

“I told my husband six months before I quit my job, ‘We’re going to do this,’” she said. “We saved enough to pay our bills for a year.”

Her approach was grounded in iteration and learning.

“I didn’t have a five-year plan,” she said. “I just focused on putting one foot in front of the other.”

That mindset paid off. Today, Authenticx has raised nearly $30 million in funding, including a $20 million round in late 2022. The company serves major pharmaceutical firms, insurers, and hospital systems across the country and has analyzed over 20 million patient voices.

In 2025, Brown was named to Inc. Magazine’s Female Founders 500 list, a recognition of her leadership and the company’s impact.

Leading with Authenticity

As Authenticx grows — now with over 140 employees and plans to scale to 250+ — Brown remains focused on culture. “When you’re growing fast, it’s easy to lose visibility into how your people are doing,” she said. “We’ve made mistakes, but we’re constantly learning how to keep our mission front and center.”

Every Monday, she records a video for her team, often focused on culture and values. “I want to connect in a real and authentic way,” she said. “Because our vision is to disrupt an industry with the most compassionate human beings helping lead the way.”

A Legacy of Listening

Brown’s story is one of courage, conviction, and compassion — a testament to what can happen when someone dares to follow their calling.

“I used to tell my kids, ‘You can be whatever you want to be,’” she said. “But I started to feel like a hypocrite if I wasn’t going to demonstrate what that really looked like. So I took the leap.”

And in doing so, she’s helping an entire industry learn how to listen.