BCBS North Carolina: Leveraging AI and automation for better member experiences​

Driving the improvements that help rein in costs

BCBS NC began using UiPath technology in 2019 and currently has 200 bots in production, which are expected to save $24.1 million in 2024. Just as importantly, the resulting efficiencies provide patients with a smoother claim experience and better contact center engagements. Automation is helping fuel a consistent digital experience across all channels, allowing members to access information and support in the way that best meets their needs.​

Our mission is: we won’t stop until healthcare is better for all North Carolinians. So, every time we do something in automation with financials, it goes directly to reducing the price that our members have to pay for our product.

Gary Grena · Business Owner - Intelligent Document Processing and Automation​ at BCBS North Carolina​

Outcomes:

• Significant savings: By implementing automation, BCBS NC anticipates savings of $24.1 million in 2024, directly reducing costs for their members.

• Increased efficiency: BCBS NC's 200 bots in production streamlines processes, improving customer experience and lowering operational costs.

• Customer-centric approach: Automation allows BCBS NC to meet customers where they are, providing seamless omnichannel experiences and improving overall customer satisfaction.

Additional resources

Join UiPath and speakers from global healthcare organizations to explore the automation journey from robotic process automation (RPA)-only implementations. Watch the Healthcare Summit from FORWARD + TechEd.