Industry:Healthcare
Region:North America
Finance and Accounting (F&A)
Client:BlueCross BlueShield of North Carolina
BCBS North Carolina: Leveraging AI and automation for better member experiences
$24.1 million
anticipated savings in 2024
200
bots in production
Client Overview
Blue Cross Blue Shield North Carolina (BCBS NC) serves more than 4.3 million members in all 50 U.S. states. And delivering a smooth and seamless experience to those members is an essential component of their mission. BCBS NC looks to leverage automation to help rein in costs, which in turn can help lower the cost of care for members. It can also help streamline member-facing processes, which means members can have faster answers to their questions and a better overall healthcare experience.
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.
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.
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