From Complexity to Clarity

In the intricate, often impersonal world of healthcare, SCAN Health Plan has always charted a different course. Founded by a group of seniors who believed they could build a better, more compassionate way to navigate healthcare for their peers, this not-for-profit Medicare Advantage plan has been dedicated to one thing for nearly 50 years: keeping seniors healthy and independent. That same pioneering spirit is what drives them today as they face a new set of challenges in an industry grappling with complexity, regulatory hurdles, and a rapidly evolving technological landscape. How does an organization not only maintain but elevate the human touch in this new era?

For Trish Cox, Chief Experience Officer, and Corinne Stroum, Head of Emerging Technologies, the answer lies not in replacing human connection, but in augmenting it. It’s about leveraging the power of generative and agentic AI to empower their associates, streamline their processes, and ultimately, deliver a more empathetic, personalized, and seamless experience for their members.

Navigating a sea of complexity in healthcare

The healthcare industry is notoriously complex, a web of regulations, legacy systems, and specialized knowledge that can be daunting for members and associates alike. For SCAN Health Plan, their associates, the lifeblood of the organization and the primary point of contact for members, were spending an inordinate amount of time on administrative detective work. This “swivel chair” effect, as Corinne Stroum describes it, had employees jumping between up to 14 different systems to answer a single member query. This wasn’t just inefficient; it was a barrier to providing the seamless, high-touch experience SCAN is known for.

“We have really great people,” says Trish Cox, “but we have them doing a lot of manual, administrative tasks that are not the best use of their time and talent. We want them to be able to focus on what they do best: building relationships with our members and providing them with the care and support they need.” The challenge was clear: how to unlock the vast repository of knowledge trapped within their disparate systems and empower their teams to use it effectively. They needed a solution that could not only centralize this information but also ensure every communication was secure, compliant with healthcare regulations like HIPAA, and perfectly aligned with SCAN’s unique, empathetic brand voice.

A strategic, value-driven partnership with WRITER

SCAN Health Plan’s journey into generative AI was a deliberate and thoughtful one. They weren’t interested in a “big bang” approach, but rather a strategic, use-case-driven implementation that would deliver immediate, tangible value. After a rigorous evaluation of 14 different vendors, they chose WRITER as their partner.

“We looked at a lot of different solutions,” says Corinne Stroum. “But WRITER stood out for several reasons. First, their focus on the enterprise and their deep understanding of the security and compliance requirements of a heavily regulated industry like healthcare was critical. Second, their ability to create a custom, fine-tuned model that could learn our brand voice and our specific terminology was a key differentiator. And finally, their willingness to partner with us, to really understand our business and our challenges, was what sealed the deal.”

The initial focus of the partnership is on two key areas. The first is an internal knowledge assistant, a “single source of truth” designed to eliminate the “swivel chair” for good. This agent, built on the WRITER platform, ingests and understands information from across SCAN’s internal knowledge bases, allowing associates to get immediate, accurate answers to complex questions without ever leaving their workflow.

The second initiative is transforming member communications. SCAN is using WRITER to generate clear, concise, and empathetic content that is tailored to the specific needs of each member. This includes everything from summarizing benefits in plain language to creating personalized outreach materials. By training WRITER on their own data and brand guidelines, SCAN ensures that every piece of AI-generated content sounds like it came from a trusted, knowledgeable, and caring human expert.

A brighter, more personalized future for associates and members

The partnership between SCAN Health Plan and WRITER is still in its early stages, but the potential impact is already clear. For associates, it’s about a future with less frustration and more fulfillment. By automating tedious research and administrative tasks, SCAN is giving its employees the most valuable resource of all: time. Time to dedicate to meaningful, high-impact work.

“I’m excited about the possibility of giving our associates their time back,” says Trish Cox. “I’m excited about the possibility of them being able to focus on the things that really matter, the things that brought them to SCAN in the first place: helping people.” This renewed focus on relationship-building and proactive member support is expected to not only improve employee satisfaction and retention but also to create a ripple effect that enhances the member experience.

For members, the impact will be equally profound. It’s about a future where their healthcare experience is simpler, more personalized, and more human. It means getting faster, more consistent answers to their questions. It means receiving communications that are easy to understand, and having access to associates who are empowered and equipped to provide them with the best possible care. “At the end of the day, it’s all about the member,” says Corinne Stroum. “It’s about making their journey through the healthcare system as seamless and as stress-free as possible. And we believe that by empowering our associates with the right tools, we can do just that.”

What’s next: Building the future of empathetic care

As SCAN Health Plan continues its journey with WRITER, the initial use cases are just the beginning. Future applications could include generating more personalized marketing content, streamlining sales processes, and even assisting clinical teams with their documentation. The goal is to create a cohesive, intelligent ecosystem where every interaction, whether internal or external, is consistent, compliant, and deeply human. By building on a secure, scalable, and strategic platform, SCAN Health Plan is not just implementing a new technology; they are pioneering a new model for member care. A model that is powered by AI, but grounded in humanity. A model that is not just about keeping people healthy, but about helping them to live their best lives.