By Jonathan Kersting, Pittsburgh Technology Council
At Highmark Health, healthcare is no longer viewed as a series of disconnected appointments, claims, and crises. Instead, it is being reshaped into something far more personal, proactive, and seamless. At the center of this transformation are two complementary leaders, Maria Baker, Vice President of Health Strategy and Delivery, and Mari Vandenburgh, Vice President of Health Programs and Solutions, whose teams work in tandem to deliver what Highmark Health calls its Living Health strategy.
Their shared goal is simple: improve health for everyone by treating people as whole individuals, not just as diagnoses or data points. In practice, that means weaving together physical health, mental wellbeing, and social needs into a single, connected experience that meets people where they are and helps them get care at the right time and in the right place.
Living Health begins with the recognition that healthcare is often difficult to navigate. Appointments are hard to schedule, services are fragmented, and many people default to emergency care simply because they do not know where else to turn. Highmark Health is working to dismantle those barriers by using technology and data to guide members toward better options before small issues become major problems.
Baker explained that Highmark serves over seven million members across its footprint, giving it a unique opportunity to learn from patterns in care delivery. By combining member-reported information, claims data, engagement with digital programs, and clinical insights, Highmark can generate personalized recommendations designed to move each individual toward their “next best action” for better health. She continued that the emphasis is on support. The data is used to anticipate needs, simplify decisions, and reduce friction across the healthcare journey.
Vandenburgh said of the most visible examples of this approach is Highmark’s growing portfolio of digital and virtual care solutions. Programs like Virtual Joint Health, Thrive by Sword offer physical care powered by computer vision and artificial intelligence. Members receive a tablet, connect with a licensed physical therapist, and follow personalized exercise plans from home. She noted that the result is not only convenience, but measurable outcomes, including reduced pain, improved mobility, and fewer surgeries.
These tools also demonstrate how technology can align cost reduction with better care. Virtual programs are less expensive to deliver, easier to access, and often intervene earlier, preventing more serious and costly conditions down the road. For members, the experience feels less like managing insurance and more like having a health partner invested in long-term wellbeing.
For providers, the vision is equally ambitious. Highmark is working to integrate program visibility into clinical workflows so physicians can see what solutions their patients qualify for and make referrals in real time.
Mental health is another cornerstone of the Living Health strategy. Vandenburgh explained that through Mental Well-Being Powered by Spring Health, members can access a full spectrum of behavioral health support. This ranges from self-guided tools and coaching to virtual or in-person therapy, medication management, and 24/7 crisis support. Importantly, the wait time for therapy appointments is often less than three days, a dramatic improvement over national averages.
Matching members with the right provider is a critical part of this effort. By using thoughtful intake assessments, the platform connects individuals with therapists who align with their needs and preferences, increasing the likelihood of meaningful progress. Early results show symptom improvement and even remission for many members in just a handful of sessions. Underlying all of this is My Highmark, the digital front door that brings programs, benefits, and care options together in one place. Bakes said rather than viewing insurance solely as a claims processor, Highmark is enabling an access point for care, guidance, and prevention. Members can explore programs, receive eligibility notifications, and connect to services without waiting for a referral or a mailed notice.
For providers, the vision is equally ambitious. Highmark is working to integrate program visibility into clinical workflows so physicians can see what solutions their patients qualify for and make referrals in real time. The long-term promise is technology that synthesizes vast amounts of health data and surfaces meaningful insights, giving clinicians more time to focus on what matters most: caring for people.
As artificial intelligence and predictive analytics continue to evolve, Highmark sees an opportunity not to replace human care, but to enhance it. The future of healthcare, as envisioned by Baker and Vandenburgh, is one where technology empowers clinicians, patients gain clarity and confidence, and communities grow healthier together. In that future, healthcare does not just respond to illness. It actively helps people live better, longer lives.