Becker’s Healthcare Podcast Ratnakar Lavu, Chief Digital Information Officer at Elevance Health
Dec 21, 2025
Ratnakar Lavu, Chief Digital Information Officer at Elevance Health, brings his expertise in leveraging technology and AI to enhance healthcare experiences. He discusses the innovative ways AI personalizes member interactions and streamlines provider workflows, emphasizing proactive outreach and sentiment analysis. Ratnakar highlights Elevance's commitment to responsible AI governance, measuring impact through key performance indicators, and the integration of virtual assistants for better member engagement. Looking ahead, he envisions a future of enhanced personalization and interoperability in healthcare.
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AI Embedded Across Operations
- Elevance embeds AI responsibly across operations to simplify healthcare and personalize care.
- They aim to make care more affordable, accessible, and tailored at scale using data and AI.
Proactive Member Outreach At Scale
- Elevance runs an AI-driven proactive member outreach that identifies members with care gaps and contacts them.
- The program performs millions of these outreaches to prepare members for meaningful provider visits.
AI-Driven Call Center Intelligence
- Call center agents receive correlated clinical, claims and benefits intelligence during member calls.
- Post-call AI wrap-ups analyze sentiment and issues millions of calls monthly for proactive follow-up.