The Evolution of Healthcare: Inside Elevance Health's Innovations

 

Elevance Health is at the forefront of reshaping healthcare experiences, blending comprehensive health elevation, and advancing well beyond traditional healthcare. This company is deeply committed to tangibly enhancing the health of individuals and communities they serve.

Geeta Wilson, the Chief Technology Officer focusing on Whole Health, Advocacy, and Provider Platforms, joined Elevance Health three years ago. Her arrival marked the company's shift from a conventional health insurance payer to a consumer-centric entity, placing people at the core and guiding them towards personalized health improvements.

Sponsored by Pega, the PegaWorld iNspire 2023 event revealed groundbreaking AI and automation innovations tailored to facilitate adaptable business development.

Geeta stressed the deeply personal nature of health and the escalating expectations from healthcare organizations. Elevance Health aims to build a higher-quality system by connecting the dots, making it simpler to offer enhanced, personalized experiences both through digital channels and over the phone.

Engagement among associates directly impacts consumer satisfaction in the healthcare industry. Training associates to meet evolving business and customer needs while managing recruitment costs is a significant challenge. Studies affirm a direct correlation between employee experience and company profits, validating the criticality of associate satisfaction in consumer service delivery.

Elevance Health is leveraging Artificial Intelligence and workflow automation to simplify processes for its 24,000 customer service associates. By streamlining workflows and centralizing data through partnerships like the one with Pegasystems, associates receive timely guidance, leading to improved customer experiences.

The integration of voice AI technology into customer service interactions has further elevated Elevance Health's commitment to streamlined service. This technology provides real-time suggestions to representatives, enhancing productivity and personalization during phone conversations.

Expanding self-service capabilities, such as AI-powered chatbots and email bots, aligns with the evolving preferences of healthcare consumers, allowing them to access services conveniently across various channels.

Geeta highlights the importance of effective change management, stressing the need for clear communication and vision to optimize productivity and address challenges associated with new technologies.

The ultimate goal for Elevance Health is to provide personalized, empathetic, and member-centric experiences to enhance health outcomes. Their journey and strategies serve as a guide for organizations seeking to lead in healthcare customer service.