Healthcare payers and industry stakeholders gathered in Nashville, Tennessee, for the AHIP 2024 Consumer Experience & Digital Health Forum. This premier event brings together healthcare leaders to advance digital health initiatives and improve the consumer experience.
Here are 4 of the major insights from this year’s forum:
1. AI in Healthcare: Definitions Matter
The digitization of healthcare data has enabled artificial intelligence (AI) to make a significant impact across the industry. At the AHIP Digital Forum, many sessions explored how AI is driving digital transformation and improving member care. One key takeaway was the importance of defining AI accurately. For example, Generative AI, was frequently mentioned for its potential to streamline administrative tasks for care teams. Meanwhile, machine learning models were recognized for their ability to detect patterns in member data, helping predict outcomes aligned with clinical care plans and improving the member journey.
The distinction between these two types of AI is crucial: generative AI creates new content or data, mimicking human-like output, while machine learning focuses on interpreting existing data to make informed predictions. Understanding the difference allows healthcare organizations to better align AI technologies with their digital transformation strategies.
2. AI Requires Responsible Guardrails
While the potential of AI in healthcare is undeniable, there’s a shared understanding among stakeholders that clear guardrails are essential. During the session “Leveraging Data Analytics to Improve Outcomes & Consumer Experience,” Ben Moscovitch, Senior Manager of Health & Life Sciences at AWS Public Policy, emphasized the importance of establishing clear guidelines for AI use. He pointed out that the FDA already regulates 90 software applications involving AI for medical purposes, covering various specialties including radiology, cardiovascular health, neurology, oncology, and gastroenterology. These AI-powered tools are used for tasks like analyzing medical images, predicting patient risk, and aiding in clinical decision-making. A prime example is Welldoc’s FDA-cleared digital health solution for diabetes management, which empowers patients to take charge of their care while staying connected to their healthcare team.
Moscovitch also emphasized the value of referencing international standards for best practices in AI implementation. Establishing such guardrails not only ensures the safe and ethical use of AI but also lays the foundation for building trust and fostering widespread adoption of these technologies.
3. Redefining the Consumer Experience in Healthcare
Consumer-centered care emerged as a central theme throughout the forum. In the session “Best in Class Digital Health Engagement Insights from Other Industries,” Tilak Mandadi, Executive Vice President and Chief Digital, Data, Analytics & Technology Officer at CVS Health, stated, “Consumer-centric and consumer choice will become more and more of a factor in healthcare. Experience is going to be what drives loyalty.” Enhancing consumer engagement involves empowering frontline healthcare professionals—such as pharmacists and physicians—by automating routine tasks with AI, allowing them to dedicate more time and attention to meaningful member interactions.
4. Collaboration Is Key to Personalizing Healthcare with Data
In the session “How AI-Driven Digital Health Is Shaping High-Cost, Complex Condition Management,” Matt Wilson, Vice President of Product & Growth for CVS Health’s Care Solutions, introduced CVS Healthspire—a new initiative integrating CVS’s pharmacy benefits, care delivery, and Payer Solutions groups. He explained how CVS Healthspire is working with digital health companies like Welldoc to improve care management and outcomes, especially in areas like diabetes, rare condition management, and weight management, including GLP-1 support.
Keith Reynolds, Chief Revenue Officer at Welldoc, detailed how the collaboration, which began in 2021 with diabetes management, has expanded to include GLP-1 support and weight loss maintenance. Together, they’ve built a comprehensive, personalized platform using Welldoc’s FDA-cleared digital solution integrated with CVS’s extensive network of pharmacies and clinics. This program exemplifies how collaboration can yield a holistic, member-centric experience, combining digital tools and personalized care to drive better outcomes and achieve cost-effective scalability.
The AHIP 2024 Consumer Experience & Digital Health Forum served as a powerful reminder of the transformative potential of digital health and AI. The discussions highlighted the critical need for precise definitions, responsible frameworks, and a strong focus on consumer-centric care in the successful implementation of AI technologies.
By empowering healthcare professionals and fostering collaboration among industry partners like CVS Healthspire and Welldoc, we can advance care management and help improve patient outcomes through digital health.
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