Empowered Patient Podcast How AI Is Transforming the Provision of Healthcare and Payment Support with Ann Bilyew WebMD Ignite
Ann Bilyew, Executive VP of Health and Group General Manager at WebMD Ignite, works with hospitals, health systems, and payers to provide technology that builds trust, reduces administrative burdens on providers, and personalizes engagements with patients and members. While AI-powered solutions are showing great promise, challenges arise in deploying new technologies due to legacy infrastructure, interoperability issues, and the need to balance innovation with potential risks and costs. A strong foundation of high-quality, clinically reviewed content is key to the ability to provide accurate information on demand.
Ann explains, "We work with hospitals, health systems, payers, and essentially everybody involved in the provision or payment support in healthcare. And we work with 90% of US-based hospitals and health systems and about an equal percentage of all of the top payers in the United States."
"I'd say one of the key themes that we hear time and time again across all of our clients and all of our partners is the need to build trust and the need to stay relevant and the need to personalize engagements with consumers, with patients, with members. I mean, let's face it, humans today, we've all been trained, or humans in the United States, at least, have all been trained to have a really personalized experience with their partners and their vendors. So they expect us to know them, they expect us to understand them, they expect us to know the needs, their unique set of circumstances that make them a human. And doing that within the appropriate confines of privacy regulation and requirements is really the job at hand for many of our clients."
"And it's not just with hospitals, payers honestly have, for the most part, ancient care management platforms and ancient claims processing platforms. And look, there are good reasons for that. I mean, we like to sort of point to that as a thing, but it's not been because of negligence, or it's not been because people didn't want to improve and modernize their technology and their infrastructure. There are good reasons why what exists today exists, and part of it is resources and costs for sure. But part of it also is risk, and the risk associated with losing data or not being able to pay your clinicians if you're a health plan, or respond to your members in a timely way if you're a health plan, or not even being able to operate your ER effectively."
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