Inside SCAN’s AI-powered call center revamp

Becker's Healthcare December 6, 2024
Jakob Emerson

SCAN Health Plan has integrated artificial intelligence technology across its call centers to address challenges around employee burnout, efficiency, and improving the member experience.

SCAN, a nonprofit Medicare Advantage carrier with more than 277,000 members across five states, receives millions of calls from seniors every year.

The company’s call center employees, or member service advocates, often juggle multiple tasks, including managing call notes, researching information, and assisting members in real time.

“At that scale of random sampling, you’ll never capture all of the scope of what our members are talking to us about, so that was the genesis of this project,” Corinne Stroum, SCAN’s head of emerging technologies, told Becker’s.

In 2023, SCAN identified call center operations as a prime...

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