Interview by Audrey Russo and Jonathan Kersting
What if your health plan could spot that you need help before a missed appointment, medication gap or health issue turns into something much bigger?
On this episode of Health Care Reinvented, hosts Jonathan Kersting and Audrey Russo talk with Judy Arrow, VP of Health Engagement at Highmark, and Matt Putilla, VP of Product Development at enGen, about how Highmark is combining technology, data and human expertise to make navigating health care easier and more personal.
The goal sounds simple: meet members where they are, identify signals earlier and remove the friction that can make getting care frustrating. Behind the scenes, however, that requires connecting information that once lived in separate systems and giving care teams a more complete picture of each member.
Arrow and Putilla explain how AI is being woven directly into those workflows. It can prepare clinicians before a member call, listen during conversations, provide prompts and summarize interactions afterward. Instead of replacing the human connection, the technology is designed to give clinicians more time to concentrate on it.
The conversation also explores Highmark's move from reactive care management toward earlier intervention, guided handoffs between nurses, pharmacists, behavioral health specialists and social workers, and the growing ability to use near-real-time data to determine when a member may need help now rather than next week.
It's a look behind the curtain at how health care technology, AI and human expertise can work together to create a more connected experience and potentially keep small problems from becoming big ones.