“BCBSM went from being the least efficient user of technology in the Blue Cross system to the most efficient as measured on a technology cost per employee basis,” the authors wrote. “BCBSM’s journey underscores that by prioritizing security, compliance, a sound architecture and proactive governance, organizations can innovate with gen AI within regulatory bounds.”
The authors interviewed management at BCBSM to explore the company’s technology strategy. Seven years ago, the payer was facing policy and regulatory pressures stemming from the ACA and an aging population, along with changing customer expectations. Today, the company has launched new cloud capabilities, security protocols, mobile support, three generative AI applications and more than 20 production AI solutions.
In the article, BCBSM’s management detailed seven key principles that guided their strategy:
1. Get board support on the latest tech initiatives
2. Involve departments and teams beyond IT
3. Ensure scalability and data security
4. Create adaptable solutions
5. Continuous employee education
6. Mitigate biases
7. Foster internal innovation
At the Becker's 5th Annual Fall Payer Issues Roundtable, taking place November 17–19 in Chicago, payer executives and healthcare leaders will come together to discuss value-based care, regulatory changes, cost management strategies and innovations shaping the future of payer-provider collaboration. Apply for complimentary registration now.
