Webinar recap: How SCAN Health Plan balances AI innovation and member trust

AI can make healthcare more efficient, but it can also make it feel cold and transactional. That’s the real tension healthcare leaders are wrestling with right now — how to adopt the technology without losing the human element that matters to patients.

We sat down with the team from SCAN Health Plan in our latest webinar to explore how industry leaders are navigating that. We’re joined by Chief Experience Officer, Trish Cox and Head of Emerging Tech, Corinne Stroum. Along with WRITER’s VP of Healthcare Solutions, Divya Srungaram, they shared a refreshingly honest look at how they’re making AI work for their members and their mission.

This post gives you a glimpse at that conversation. We’re highlighting a few key insights that reveal how SCAN Health Plan is turning AI from a simple buzzword into a powerful tool for keeping seniors healthy and independent. Their story is less of a theoretical blueprint and more of a practical guide for any leader looking to do the same.

Is AI a solution or a magnifying glass?

When we talk about AI in healthcare, the conversation usually jumps straight to automation. But we sometimes fail to acknowledge the strategic breathing room it also creates for teams. That’s the compelling idea Corinne Stroum shares during the webinar.

“AI doesn’t actually always solve the problem,” she says. “AI sometimes puts the problem on autopilot because it is freeing you up to solve the problem, to redesign those broken processes.”

That’s a powerful reframe. Instead of just plugging AI into a broken process and hoping for the best, this approach uses technology to give your team the space to fix the process itself. It creates an opportunity to step back and ask the big questions — like whether a task should be done faster, or if it should be done at all.

This mindset is about so much more than the typical AI for automation pitch. It’s about driving real transformation. Stroum uses this principle to build her strategy at SCAN Health Plan, offering a practical playbook for leaders who are ready to move beyond the hype.

How to give your teams time back for what matters most

Imagine giving your member-facing teams hours back every single week. What could they achieve if the time they currently lose to paperwork, administration, and data entry suddenly got freed up to focus squarely on your members?

For Trisha Cox, this is the core mission behind SCAN Health Plan’s AI strategy. She explains that their initiatives empower their own people first and foremost.

“We’re really focused on how do we make their lives easier and simpler every day and free themselves up of all the complexity that’s in their world,” Cox shares, “to make sure that they could really engage with our members in meaningful ways.”

Building trust with your associates is just as important as building trust with your members. By using AI to simplify internal processes and remove administrative friction, SCAN is creating what Cox calls a “virtuous cycle.” Empowered employees who feel supported by technology are better equipped to provide the high-empathy, human-centric care that builds lasting member relationships.

The full webinar dives into the specific use cases where this strategy is already making an impact, offering a look into how they’re creating a culture where technology serves people — not the other way around.

How to take the first step on your AI journey

Most healthcare leaders have moved past figuring out whether they should use AI. Now, they’re preoccupied with where to start. With so many possibilities, narrowing down to a single meaningful project — without getting overwhelmed — is harder than it sounds.

So, what’s the secret to getting started? Near the end of the webinar, Cox offers a refreshingly practical answer that centers on building a culture of curiosity and iteration.

“I think there’s a lot around experimentation and learning and listening and monitoring closely,” she advises. “You can learn so much through the process, and I think as you dive in, you start to see the art of the possible.”

This mindset of safe experimentation is the key to starting your AI journey. It gives you a framework for choosing that first project and a license to learn as you go. Cox and Stroum explore how SCAN Health Plan puts this into practice, offering a clear model for any leader who is ready to move from planning to action.

Looking ahead: The path to AI-powered care

The future of healthcare won’trely on technology alone. It will need trust, empathy, and strategic innovation. The full conversation with the leaders from SCAN Health Plan and WRITER provides a practical framework for putting these principles into action.

In the on-demand webinar, you ‘ll learn how to:

• Build an AI governance model that enables innovation safely, rather than stifling it.
• Select your first AI project to ensure it directly supports your organization’s core mission (like SCAN’s focus on “keeping seniors healthy and independent”).
• Use agentic AI to empower your people and free them to focus on the creative, strategic, and empathetic work that technology can’t replace.

Don’t miss out on the full conversation. Watch the complete on-demand webinar now to get the full insights from the leaders at SCAN Health Plan and WRITER.