Elevance Health has broadened the availability of its virtual assistant, a digital experience that aims to support members in obtaining information, clarifying benefits, and locating care services.
The Elevance Health virtual assistant uses conversational technology and is available through the company’s affiliated health plan websites and the Sydney Health app.
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The virtual assistant addresses challenges that members face when trying to understand coverage, compare healthcare costs, or identify in-network providers.
It integrates these services into one platform to offer users with clear and personalised assistance.
According to Elevance Health, early data from pilot users showed that around nine out of ten found answers to their questions using the virtual assistant. Questions include coverage breakdowns, lists of in-network providers, and cost estimates.
The virtual assistant can also help with finding care, checking claims, or paying bills, offering information from anywhere and at any time. Spanish translation and integration with Elevance Health’s Find Care platform are also supported.
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By GlobalDataElevance Health stated that the virtual assistant represents its commitment to leveraging transparent and simple technology for member support. It guides members through their healthcare journey step by step, enabling them to take action and gain confidence in their decisions.
Elevance Health chief growth officer Anita Allemand said: “At Elevance Health, the member experience is at the heart of everything we do. People deserve clear, trusted guidance when making healthcare decisions.
“Virtual Assistant helps members proactively find the personalised information and support they need quickly and confidently, without the frustration of navigating multiple menus or systems.”
Currently, the virtual assistant is available to nearly 22 million members with Elevance Health-affiliated commercial health plans. Plans to extend access to Medicare members are set for 2026, with availability depending on state-specific approvals.
Elevance Health serves more than 109 million individuals via a portfolio that includes pharmacy, medical, clinical, behavioural, complex care, and home health solutions.
In March 2024, Elevance Health completed the deal to acquire Paragon Healthcare, a provider of infusible and injectable therapies.
