AI @ Elevance Health
Summary
- Elevance Health has progressively integrated AI into its healthcare services since 2023, expanding AI-powered concierge care to over 40,000 members and employing AI to enhance diagnostics, call center efficiency, and personalized patient outreach, underpinning a strategy focused on data-driven, consumer-centered healthcare.
- From 2024 through early 2026, Elevance significantly invested in AI workforce development, partnering with OpenAI to provide formal AI training and certification to over 38,000 employees, alongside initiatives like fully funded degree pathways, bolstering internal capabilities to support AI-driven innovations across operations and customer service.
- Recent developments include deploying AI to streamline prior authorizations, clinical decision-making, and behavioral health services; launching an advanced Virtual Assistant for customer support; and deepening partnerships to accelerate AI adoption, reflecting a trend towards AI as a core enabler of operational efficiency, improved outcomes, and personalized healthcare experiences.
VIBE METER
7 AI Use Cases at Elevance Health
Personalized Outreach2025Customer Facing
Prior Authorization2025
Workforce Training2025
Data Processing2024
Call Efficiency2023Customer Facing
Concierge Care2023Customer Facing
Diagnostics Enhancement2023
Timeline
2026 Q1
Continued focus on AI strategy highlighted by new skills training partnerships, AI governance, and efforts toward responsible AI use to improve healthcare delivery and consumer experience.
2025 Q4
Elevance launched updated AI-powered Virtual Assistant for customer inquiries, expanded AI investments to streamline prior authorization and clinical decision support via Health OS platform, and partnered with OpenAI to enhance behavioral health offerings.
2025 Q3
Elevance heavily invested in AI workforce development offering AI certification in collaboration with OpenAI; over 38,000 associates completed more than 66,000 courses; also hired AI scientists and engineers to develop proprietary AI solutions improving healthcare delivery and operational efficiency.
2025 Q2: no updates
2025 Q1
Elevance used AI tools via a technology-focused subsidiary to help health plans control costs by analyzing claims and utilization, amid regulatory scrutiny urging cautious AI adoption.
2024 Q4: no updates
2024 Q3
Elevance explored AI applications primarily to reduce time on decision-making processes, emphasizing cautious use without direct AI decisioning.
2024 Q2
Leadership including Rachel Stuve and Wang discussed operational efficiencies and consumer care driven by AI, highlighting embedding AI in three core business areas and expanding AI use cases.
2024 Q1
Elevance adopted generative AI to simplify healthcare by interpreting massive health data for personalized care, reducing processing time for health system data from 90 to fewer minutes.
2023 Q4
Partnerships with Epic and Qualtrics leveraged AI to reduce administrative burden and improve patient experience, emphasizing data-driven support for providers.
2023 Q3
Elevance applied AI to improve call center efficiency, increase access to health services, and enhance healthcare innovation with insights from David Sims on AI's role in business and hospitals.
2023 Q2
Elevance Health expanded its AI-powered digital concierge care program to 40,000 members by end of 2023 and utilized AI to enhance diagnostics, including detecting brain changes for diseases like Alzheimer's and stroke.