The data is clear: complexity in our healthcare system leads to poorer outcomes.
A report by the Milken Institute found that only 12% of adults in the U.S. are considered to have high health literacy. This directly impacts people’s ability to navigate the complexities of the healthcare system, as many miss out on care simply because they don’t fully understand their plan or the benefits available to them. Additionally, rising healthcare costs remain a top concern, with many delaying or avoiding care due to uncertainty about out-of-pocket expenses, according to the 2025 Healthcare Snapshot report by Harris Polls.
At the same time, healthcare is being transformed by new AI-powered technologies. We’ve all seen the headlines touting AI’s potential when it comes to operational efficiency, preventive medicine, diagnostics, and drug discovery. But what excites me most is AI’s potential to simplify a historically complicated healthcare system—making healthcare easier to understand, access, and navigate.
At Elevance Health, we’re already testing and using AI tools to do just that. We are investing in AI and innovative technologies that will make it easier to navigate the system, so people can make informed decisions for themselves and their families, while also identifying and addressing care gaps that lead to more complicated health issues down the line. The result? Simpler, connected, and personalized experiences that help people get the care they need, when they need it without unnecessary complexity.
AI Can Improve Healthcare Navigation
One of the most powerful ways AI can simplify healthcare is through making care easier to navigate. From finding a doctor to understanding expenses, AI can empower people with the information they need to make confident, informed choices.
Unpredictable healthcare expenses can be challenging, especially when prices for the same services can vary, making it feel like a guessing game on whether a person can afford to follow a doctor’s counsel. For example, a blood test might cost $600 at one clinic and $200 at another just down the street. This is why we’ve been testing and iterating on an AI-powered tool that presents members with high-quality provider options, complete with transparent pricing. It gives members true estimates, helping them see the full picture, avoid any surprises, and make informed choices that fit their needs and budgets.
AI Can Prevent Complicated Health Issues Before They Start
Right now, our healthcare system is reactive, engaging in “sick care” instead of “well care” — meaning that most people don’t engage with the healthcare system unless they’re sick, with little structure or support for prevention. AI has the potential to flip this on its head. Imagine if AI tools alerted people to flu outbreaks in their communities or could detect early signs of mental health concerns. That’s AI-powered preventive health. It’s how we either stop health issues before they start or save people having to deal with more complicated health issues down the line – and we are putting this vision into action.
Today, our health plans are already seeing this in action with one AI program our team uses to identify those at risk for chronic disease and collaborates with care providers to address care gaps. It identifies those who have missed important appointments, screenings, and other preventive care, prompting members to take action early to improve their long-term health.
Let’s Invest in AI that Simplifies Healthcare
Simple yet important, AI tools like the ones shared are how we transform healthcare for the better. They aren’t flashy — they’re practical, impactful, and intentionally designed to make healthcare less overwhelming and help people make better choices and stay healthier.
By investing in AI-powered tools and technologies, we’re simplifying the system, supporting prevention, and putting people first so they can make the right choices for themselves and their families. It’s a win-win for individuals, the industry, and most importantly, for healthcare outcomes overall.
Ratnakar Lavu serves as Chief Digital Information Officer at Elevance Health.
