Elevance Health is making healthcare easier for its members by expanding access to its Virtual Assistant. This digital tool offers personalized support to help users find information, understand their benefits, and locate care confidently. Available through the Sydney Health app and affiliated websites, it provides a seamless way for members to navigate their healthcare options easily.

Revolutionizing Care Navigation and Engagement

The Virtual Assistant uses conversational technology to simplify the often complex process of managing healthcare. Instead of navigating through confusing menus or multiple systems, members can ask simple questions and receive clear, straightforward answers. This approach aims to make health plan information more accessible and easier to understand.

Anita Allemand, Chief Growth Officer at Elevance Health, highlighted the importance of a positive member experience. She emphasized that people deserve clear, trusted guidance when making healthcare decisions. The Virtual Assistant helps members find personalized support quickly, reducing frustration and empowering them to take control of their healthcare journeys.

Quick and Personalized Help Anytime

Early pilot programs show promising results, with nearly 90% of users able to find answers using the Virtual Assistant. Members can ask questions like “Is my surgery covered, and how much will it cost?” and get instant responses. These answers include details about in-network providers, cost estimates tailored to their coverage, and clear explanations of their benefits.

The Virtual Assistant supports multiple functions beyond answering questions. Members can check claims, pay bills, or find care providers all through the tool. It is available 24/7, allowing members to access help whenever they need it, from anywhere. The system also supports Spanish translation and integrates smoothly with Elevance Health’s Find Care platform, creating a connected and streamlined experience for users.

This round-the-clock support is designed to make healthcare more convenient and less stressful for members, providing the information they need at their fingertips. The goal is to help members make smarter decisions and feel confident in their healthcare choices.

Building Trust and Simplifying Healthcare

Elevance Health views the Virtual Assistant as a way to use technology transparently and effectively. By guiding members step-by-step through their options, it encourages confidence and clarity in healthcare decisions. The focus isn’t just on efficiency but also on building trust between members and their health plans.

According to Allemand, the Virtual Assistant isn’t just about saving time. It’s about empowering people and making healthcare more intuitive and accessible. The company plans to extend this service to approximately 22 million members with commercial health plans and aims to include Medicare members in 2026, depending on regulatory approvals.

Overall, Elevance Health’s Virtual Assistant marks a significant step toward making healthcare more user-friendly and personalized. It reflects a broader commitment to leveraging technology to improve the member experience and simplify complex healthcare processes for millions of people.

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• https://ai-techpark.com/elevance-health-expands-virtual-assistant-to-improve-member-navigation/