Making Healthcare More Human...Using AI | with Amanda Volner

Sep 23, 2025

Amanda Volner, AVP of Broker Partnerships at Healthee and pharmacy expert, shares her insights on making healthcare more human through AI. She highlights the limitations of AI, emphasizing that critical thinking and personal relationships remain essential. Amanda discusses Healthee's innovative approach to hyper-personalized healthcare experiences, including care navigation and pharmacy cost management. She also opens up about the challenges of balancing her career, single motherhood, and the importance of sobriety in a demanding industry.

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INSIGHT

AI Augments, Humans Synthesize

AI augments human critical thinking but cannot fully replace synthesis and context-driven judgment.
Amanda says humans remain essential to apply information and make nuanced decisions.

ADVICE

Prioritize Experience To Drive Use

Do prioritize employee experience when deploying navigation tech because engagement drives behavior.
Make the experience simple and modern so employees will actually use it.

INSIGHT

Match Modern Consumer Expectations

People expect healthcare tech to match modern consumer experiences like Amazon or ChatGPT.
Meeting users in the moment is vital to influence urgent healthcare decisions.

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"I can look for something on Amazon and have it shipped to my door tomorrow... so why wouldn't employees want a similar experience with their healthcare?" - Amanda Volner

Can artificial intelligence actually make healthcare feel more human?

Amanda Volner, AVP of Broker Partnerships at Healthee, joins the show for a deep dive into the real role of AI in the benefits industry. We discuss how artificial intelligence is a powerful tool to augment our abilities, but why uniquely human skills like critical thinking, building relationships, and understanding "the question behind the question" are more valuable than ever.

Amanda breaks down how Healthee is using AI to create "hyper-personalized" healthcare experiences for members, from navigating benefits to finding cost-effective pharmacy solutions. We explore how modern engagement platforms are essential for communicating with a decentralized workforce and how AI can be trained to match your own voice and tone.

The conversation also explores the human side of a demanding career, from the challenges of being a single mother in this industry to navigating sobriety in professional settings.

Tune in for a fascinating look at the intersection of AI, healthcare, and what it truly means to be human in our industry.

Chapters:

(00:00:00) Making Healthcare More Human...Using AI

(00:01:09) The One Thing AI Still Can't Do

(00:04:36) Understanding "The Question Behind the Question"

(00:26:02) The Future of "Hyper-Personalized" Healthcare

(00:37:07) Using AI to Lower Prescription Costs

(00:50:12) Balancing a Demanding Career and Family

(01:02:32) Navigating Sobriety in the Benefits World

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