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In a recent webinar hosted by the Association for Community Affiliated Plans, Anna Dunn, the president of Health Services for Children with Special Needs (HSCSN), shared her experience implementing digital care management transformation with Dr. Sandhya Gardner, Chief Medical Officer of HealthEdge.

The discussion underscored how digital tools can improve care for vulnerable populations, foster engagement with enrollees, and create efficient workflows for care management teams. Dunn also emphasized that following change management best practices is vital for achieving new digital capabilities and desired organizational outcomes.

Serving a Community with Complex Health Needs

HSCSN, a Medicaid-managed care organization and subsidiary of Children’s National Hospital in Washington, D.C., supports children and young adults with disabilities in underserved communities. The health plan focuses on high-risk populations with complex clinical and social needs, such as physical and intellectual disabilities and behavioral health conditions.

To improve enrollee engagement and streamline care workflows, HSCSN embarked on a care management digital transformation journey.

Why Digital Transformation Now for HSCSN?

Historically, HSCSN did not leverage technology to manage care. However, Dunn noted that the COVID-19 pandemic drove demand for digital engagement offerings, as enrollees increasingly used digital health tools out of necessity.

HSCSN’s enrollees now use smartphones broadly, and their feedback emphasized expectations and the need for digital tools that streamline communications and support care coordination. This shift led HSCSN to prioritize digital transformation to bridge communication gaps and offer real-time, omnichannel support to meet enrollees’ evolving expectations.

“Enrollee engagement is not a care management issue, it’s an organization-wide strategy and priority. Every single employee of the health plan bears responsibility for being part of that enrollee engagement.” 

Anna Dunn, President of Health Services for Children with Special Needs (HSCSN)

The push for digital transformation at HSCSN reflects a broader trend among health plans nationwide. With rising member expectations and regulatory pressures, health plans must adapt to provide digital access and more effectively meet member needs, especially for populations with the most complex health needs.

Rethinking Care Management

Integrated Care Management combines digital engagement technologies with traditional care management workflows to deliver personalized, coordinated care. At HSCSN, this approach addresses enrollees’ complex needs through a team-based model enabled by digital engagement integrated with modern care management workflows.

To enable this integrated model at HSCSN, the health plan chose GuidingCare® and Wellframe from HealthEdge to connect care managers and enrollees in real-time. GuidingCare supports person-centered care management workflows, while Wellframe enables digital engagement. Together, these tools offer mobile access, secure messaging, and seamless communication, reducing administrative burdens and allowing care managers to focus on quality interactions.

Change Management Strategies: Lessons Learned from HSCSN

Dunn emphasized that the transformation to Integrated Care Management must be supported by best practices in change management. The key lessons learned by HSCSN include the following:

1. Overcome Trepidation Through Champions

Dunn emphasized that resistance to change is a natural response to digital transformation, especially for care teams already carrying heavy workloads. To overcome this, HSCSN worked to validate the perspectives of diverse team members and created a supportive environment that leveraged internal champions. These champions played a crucial role in fostering enthusiasm and mitigating resistance.

“What we did leverage is the enthusiasm of our champions… this enthusiasm is contagious. They really saw this as an opportunity to reduce their workload, to reduce administrative burdens, and increase efficiency.”

Anna Dunn, President of Health Services for Children with Special Needs (HSCSN)

2. Foster Internal Alignment and Collaboration

HSCSN recognized that successful digital transformation required buy-in from the entire organization. By positioning digital care as an organization-wide initiative rather than a single department’s responsibility, HSCSN fostered a collaborative environment where each team was invested in enrollee engagement as a shared priority. Its quality team also designated enrollee engagement as a quality improvement initiative, ensuring accountability and focus.

3. Choose the Right Digital Transformation Partner

Dunn emphasized that HSCSN’s approach to selecting technology to enable its transformation was to find a partner who was not just a vendor. According to Dunn, HealthEdge provided technical expertise, holistic best practices, and thought leadership, including introducing HSCSN to other health plans for shared learning. This partnership was integral to the project’s success.

4. Take a Stepped Approach to Change

HSCSN implemented new tools in phases, starting with a pilot program to gather feedback and address any challenges on a smaller scale. This incremental approach allowed the organization to refine the process, ensuring a smoother transition for staff and enrollees.

5. Be Clear About Desired Outcomes and Measure Them

HSCSN prioritized clear, measurable outcomes to evaluate the success of its digital transformation, focusing on the value that integrated care management could bring to the organization and its enrollees. The key areas where they have focused on measuring the value of their digital transformation are:

• Market Competitiveness—HSCSN aimed to differentiate itself in the Medicaid market to improve the growth and retention of enrollees in a competitive landscape.
• Enrollee Reach—Increasing the number of enrollees actively engaged with digital tools was essential for expanding reach and ensuring that more enrollees could benefit from personalized, accessible care.
• Enrollee Experience—HSCSN tracked enrollee satisfaction to assess the quality of the digital experience that featured new capabilities such as mobile access, real-time communication, and educational resources.
• Utilization Management and Quality Outcomes—HSCSN focused on improving operational efficiency and health outcomes. Metrics included reductions in medical costs, improved care quality, and efficiency gains.

This approach to measuring value and progress allowed HSCSN to continuously refine its approach, ensuring that digital transformation met both organizational goals and enrollee needs.

Take the Next Step Towards Integrated Care Management

Through thoughtful planning, a strategic partnership with HealthEdge, and a commitment to person-centered care, HSCSN has created an Integrated Care Management model that enhances their enrollees’ experiences and streamlines care workflows.

For health plans across the country, the journey toward digital transformation is an opportunity to improve member engagement, streamline workflows, and meet the growing demand for personalized, accessible care. As demonstrated by HSCSN, a strategic, phased approach to digital transformation—supported by strong partnerships and a commitment to measuring impact—can create lasting, meaningful change for health plans and vulnerable populations.

To learn more, view the recorded webinar here and visit HealthEdge.com to explore solutions for Integrated Care Management.

 

 

According to the Annual Payer Market Planning Report from HealthEdge®, technology modernization is one of the top concerns for health plan leaders. Modern healthcare technologies are characterized by their interoperability and workflow optimization, which helps health plans streamline processes while enhancing member outcomes and experiences.

In the survey, health plan leaders made it clear that their priorities for 2025 revolve around enhancing integrated solutions, improving data securtiy, and leveraging artificial intelligence (AI). Over the past four years, health plans have made significant investments in technology, including telehealth, digital care management, and payment integrity. Now, their focus has shifted to consolidating these solutions and bringing processes in-house. By implementing integrated and interoperable systems, they aim to maximize efficiency and strengthen security measures.

Modernize Existing Healthcare Technologies

Modern Core Administrative Processing Systems (CAPS) have gained prominence as a top investment priority for 50% of payers in the upcoming year. These advanced systems are essential for maximizing operational efficiency and maintaining competitiveness. Health plans are increasingly adopting CAPS solutions that feature comprehensive integrations and robust functionalities, enabling them to streamline workflows and reduce costs.

Legacy CAPS solutions often fail to provide the scalability and interoperability that health plans need to thrive in the competitive healthcare environment. Next-generation CAPS like HealthRules® Payer delivers capabilities like hybrid cloud delivery, business-friendly configuration, and adaptable modern architecture. These advanced features enable health plans to seamlessly integrate CAPS with other solutions, ensuring interoperability across the entire ecosystem. This integration allows health plans to consolidate solutions and bring processes in-house, leading to more efficient operations and better control over their data and workflows.

Enhance Data Security Measures

According to the recent HealthEdge report, 46 percent of health plan executives listed “security” as their highest priority for 2025 when it comes to technology modernization. This is no surprise, considering there have been more than 380 healthcare cyber-attacks reported in 2024 so far.

Health plans are increasingly aware that working with technology vendors who embed privacy and security into their product designs is essential not only for compliance but also to preserve members’ trust.

At HealthEdge, we build data security into the foundations of all our solutions. Our teams identify risks, implement security measures, and develop processes that help ensure proper handling of protected health information. These comprehensive data security functions support operational transparency and encourage trust in your organization.

Incorporate Artificial Intelligence (AI) Capabilities

Piloting enterprise artificial intelligence (AI) use cases has emerged as one of the top three priorities for health plans when it comes to technology modernization. With 26% of health plan leaders focusing on this initiative, innovation is undeniably on the horizon.

AI is revolutionizing healthcare across multiple functions. From enhancing customer service through chatbots and virtual assistants to streamlining human resources processes, the applications for AI tools in healthcare are vast. These AI solutions can significantly enhance customer satisfaction by providing timely and accurate support.

Data is the lifeblood of healthcare, and AI empowers organizations to harness it effectively. Through advanced data analysis techniques, health plans can uncover actionable insights, improve patient outcomes, and drive strategic decision-making. AI’s ability to process vast amounts of data quickly enables healthcare organizations to remain agile in a dynamic environment.

The future of healthcare is inextricably linked to technology and AI. To remain competitive, health plans must invest strategically in these areas. By prioritizing security, modernizing technology, and harnessing the power of AI, healthcare organizations can enhance their operations, deliver better member experiences, and achieve long-term success.

Download the complimentary HealthEdge® Annual Payer Market Planning Report 2025 to gain proprietary insights into the strategic priorities of more than 450 health plan executives from across the U.S.

 

As we approach 2025, health plan executives are facing new challenges and opportunities. The HealthEdge® Annual Payer Market Planning Report 2025 outlines the top priorities, investments, and strategies health plans are adopting to remain competitive and compliant in today’s healthcare environment.

Based on insights from over 450 health plan leaders, the report sheds light on key trends and emerging areas of focus for the coming year. Don’t have time to read the full report? No worries! Here are the top 10 takeaways health plan leaders need to know as they gear up for the year ahead:

1. Security and Data Protection are Top Priorities:

Data security has become the top technology priority for 46% of health plan leaders due to recent high-profile cyberattacks in the healthcare sector. Keeping patient information secure while maintaining privacy compliance is a must.  Additionally, 26% are prioritizing technology modernization to streamline operations and enhance member experiences.

2. Technology Modernization Will Drive Efficiency:

In response to rising costs and complex regulatory requirements, health plans are turning to technology modernization. Leaders are investing in digital health platforms, member experience tools, and automated processes to reduce operational costs and improve outcomes.

3. Artificial Intelligence (AI) is Going Mainstream:

AI continues to gain traction, with 15% of health plan leaders piloting enterprise AI use cases. From automating care management to improving claims adjudication, AI is viewed as a game-changer tool for enhancing efficiencies and reducing administrative burdens.

4. Cost Management Remains a Major Challenge:

Unsurprisingly, cost management tops the list of concerns, with 54% of respondents indicating it as their primary challenge. Health plans are under pressure to reduce operational expenses while delivering high-quality care to members. Retaining a skilled workforce (44%) and growing in a competitive market (36%) are also critical issues executives are grappling with.

5. Regulatory Compliance is a Pain Point:

Navigating complex healthcare regulations remains a top concern, with managing fee schedules and staying compliant with CMS rules cited as key challenges. Only one-third of respondents feel prepared for upcoming regulatory requirements such as Transparency in Coverage, the No Surprises Act, and Payer-to-Payer Data Exchange associated with the Interoperability and Electronic Prior Authorization Act. Automated enrollment, compliance monitoring, and claims auto-adjudication are key investment areas to address regulatory challenges.

6. Enhancing Existing Products and Services is the Path to Growth:

When evaluating business growth, health plans prioritize enhancing existing products or services (62%), likely with a focus on integrations and interoperability. To expand and compete effectively, health plan execu executives tivees are investing in AI, care management workflow solutions, and payment integrity tools such as HealthEdge Source™.  provider network management (33%), payment integrity (22%), and value-based care contracting (19%) to build stronger relationships with providers. Common challenges prioritize es in provider engagement include delays in claims processing, limited access to real-time data, and lack of transparency, all of which health plans must address through integrated solutions.

7. Telehealth and Remote Care are Expanding:

While telehealth surged during the pandemic, health plans continue to invest in telehealth services to expand access to care, especially in mental and behavioral health. Remote patient monitoring (RPM) is another key focus, with 63% of respondents planning to invest in this area to enhance chronic disease management and reduce hospital admissions.

8. Health Plans Are Investing in End-to-End Managed Care Solutions:

To streamline workflows and improve operational efficiency, health plans are increasingly looking for end-to-end care management solutions. These solutions enable the integration of clinical, administrative, and financial data, allowing better care coordination, cost management, and member engagement. Solutions like HealthEdge’s HealthRules® Payer and GuidingCare® are designed to meet these needs by integrating claims, care management, and member engagement in a single platform, reducing friction and improving outcomes.

9. Improving Member Experience is Crucial:

Health plans recognize that delivering a superior member experience is vital for both retention and satisfaction. To achieve this, they are investing in member portals, self-service tools, and mobile apps, such as the solution, that allow members to access care information and manage their health more easily. Addressing challenges such as high out-of-pocket costs and claims denials is essential to improving the member experience and driving engagement.

10. Telehealth and Remote Care are Expanding:

While telehealth surged during the pandemic, health plans continue to invest in telehealth services to expand access to care, especially in mental and behavioral health. Remote patient monitoring (RPM) is another key focus, with 63% of respondents planning to invest in this area to enhance chronic disease management and reduce hospital admissions.

As health plans head into 2025, they face a complex landscape marked by regulatory changes, rising costs, and heightened member expectations. By focusing on security, technology modernization, AI, and improving both provider and member engagement, health plans can position themselves to navigate the challenges ahead and seize new opportunities for growth. These investments will not only enhance operational efficiency, but also ensure that health plans are prepared for the evolving demands of the healthcare industry.

Download the full report to learn how over 450 health plan leaders are preparing for 2025.

 

In the complex landscape of U.S. healthcare, payers face pressures from all directions. Stakeholders are looking for ways to streamline workflows so they can minimize errors and accelerate time to value without increasing costs.

Implementing a modern and digitally enabled core administrative processing system (CAPS) can enable payers to stay agile in the market and take advantage of new opportunities. The right CAPS solution seamlessly integrates within existing payer systems, allowing teams to share critical information quickly, easily and securely.

An updated CAPS is not just a tool, but a necessity for today’s market—a message HealthEdge® Chief Technology Officer Rob Duffy emphasizes in a recent episode of the Tech Talks podcast. The role of healthcare CTO is evolving alongside healthcare technology itself, and Duffy sees his role as one that can help organizations harness the full potential of digital transformation.

“This is going to be a change as important as electricity and as revolutionary as electricity. And where are we going to be in three and five years?”

Thriving Amid the Complexity of U.S. Healthcare

The U.S. healthcare industry is a multi-layered ecosystem. Each process—from patient care to claims adjudication—demands precision, transparency, and speed. Payers are tasked with ensuring these processes run smoothly, even while adjusting to new regulations.

To keep up with the evolving demands, payer leaders are turning to CAPS tools to streamline operations and improve data sharing. Legacy systems, while reliable in the past, can become barriers to progress if they can’t provide integrations with other solutions. The modern healthcare environment requires systems that are flexible and scalable based on payers’ evolving needs.

Core Administrative Processing Systems (CAPS) and Digital Transformation

CAPS have become integral components to streamlining operational efficiency for health plans. Working with an established CAPS vendor can provide your team with the ongoing support and resources they need to achieve their goals.

The HealthRules® Payer solution, for example, delivers seamless app integrations, intuitive navigation, and on-demand training resources that empower your teams to get more from your investment in less time. Digital transformation is more than a buzzword. In healthcare, it’s a path to better care and improved efficiency. But, as Duffy highlights in the podcast, successful digital transformation for health plans requires careful planning and execution.

However, transition from legacy systems to advanced CAPS isn’t just about technology—it’s about reimagining processes and fostering a culture of innovation.

Healthcare CTOs can help shape organizational investment by evaluating current systems, identifying inefficiencies, and screening new solutions that align with organizational objectives. This proactive approach ensures that organizations remain competitive and responsive to industry changes.

The Importance of Change Management

Successful healthcare digital transformation depends on effective change management. Success is not just about adding new technology, but ensuring that individuals and teams are aligned with organizational goals.

A modern CTO can help secure internal buy-in through transparent internal communications, taking part in information sessions, and accepting feedback from the organization. By involving employees in the transition process and providing the necessary training, organizations can minimize resistance and foster a collaborative environment.

“The way health plans fall down is generally by underestimating the amount of change management they have to do with their people, and help educate their internal users. Help get them excited about the future, help them have some agency in some of the decisions being made.”

Building a Culture of Innovation

The role of a Chief Technology Officer in healthcare extends beyond technical leadership. A CTO must have the foresight to anticipate future trends and understand what actions they can take today to prepare their organization. In addition to technical knowledge, healthcare CTOs need strategic leadership skills to position their organizations as pioneers of industry advancements.

Addressing Challenges in Healthcare Digital Transformation

Digital transformation is fraught with challenges, particularly for healthcare payers. Legacy systems, regulatory requirements, and internal resistance to change can hinder progress. However, CTOs can help identify potential roadblocks early in the implementation process and develop strategies to address them. By anticipating challenges and creating contingency plans, health plans can stay on track and achieve their technology goals.

The Future of Healthcare Technology

The future of healthcare technology is bright, with endless possibilities for innovation. CTOs must stay informed about emerging technologies and evaluate their potential impact on the organization. By leading digital transformation efforts and fostering a culture of innovation, healthcare CTOs can drive organizational success and improve patient care.

For healthcare organizations seeking to thrive in the digital age, investing in modern CAPS and adopting a forward-thinking approach is essential. By doing so, they can position themselves as leaders in the industry and deliver exceptional value to patients and stakeholders alike.

Are you looking for more information about additional trends in healthcare technology? Read our fireside chat Q&A with GuidingCare® product leader Bobby Sherwood to discover how we’re enabling HealthEdge customers to meet compliance requirements and thrive in this new environment of real-time data sharing.

 

 

Artificial Intelligence (AI) is transforming payment integrity in the health insurance industry, particularly in detecting and preventing fraudulent payments and waste. As fraudulent claims become more sophisticated and the cost of bad data continues to rise, health plans need more advanced tools such as AI.

The healthcare industry loses billions of dollars annually due to payment errors, fraud, and overpayments.

According to the 2024 Gartner® Hype Cycle™ for U.S. Healthcare Payers, “AI-enabled fraud detection solutions:

Identify new fraud schemes that are undetectable with traditional rule-based methods.

– Support compliance efforts through state and federal report generation.

– Decrease provider abrasion and administrative burden by reducing retrospective “clawbacks” of overpayments.

– Increase special investigative unit team efficiency through integrated case capabilities that prioritize suspected fraudulent claims and create detailed reports, reducing administrative burden”

Given its positive impact on business outcomes, it is important for health plan leaders to understand the top trends in AI when it comes to payment integrity:

1. Predictive Analytics:

This involves using historical data to predict potential fraud and inaccurate payments. By analyzing patterns from past claims, AI can identify which claims are likely to be fraudulent or incorrect in the future. This helps payers move from reactive to proactive approaches.

2. Enhanced Claims Auditing:

AI automates the review of claims against changing medical guidelines and regulations for accuracy and compliance.

3. Natural Language Processing (NLP) for Unstructured Data Analysis:

NLP is a branch of AI that helps machines understand and interpret human language. In payment integrity, NLP can analyze unstructured data, such as doctors’ notes, medical records, and patient reviews, to find inconsistencies that could lead to improper payments.

4. Intelligent Automation:

AI-powered Robotic Process Automation (RPA) can handle repetitive tasks, such as data entry and claims processing. As claims become more complex, AI can automate these reviews, freeing up the team for more strategic tasks.

5. Advancing Value-Based Care:

AI can track and monitor provider performance against value-based care metrics to ensure payments match contractual terms. This supports payers’ growing focus on value-based care arrangements.

6. Real-Time Fraud Detection and Prevention:

Real-time fraud detection involves analyzing massive volumes of claims data as they come in. AI can detect and prevent fraudulent claims, such as those involving upcoding, unbundling, or billing for services not rendered. By helping to identify and prevent fraudulent or inaccurate claims before the payment is made, AI can help dramatically reduce the downstream work and waste associated with overpayments and underpayments.

The Source Advantage

HealthEdge Source™ (Source), the leading payment integrity platform by HealthEdge®, is recognized for its innovative approach, which helps payers identify, predict, and prioritize fraudulent claims. HealthEdge was recognized as a Sample Vendor in the 2024 Gartner® Hype Cycle™ for U.S. Healthcare Payers. AI-Enabled Fraud Detection has been named in the report since 2023, and we have been named as a Sample Vendor for both years – 2023 and 2024.

To enhance fraud detection and prevention, HealthEdge is developing partner integrations to provide customers with built-in fraud detection technology.

In addition, Source offers its customers advanced analytic tools and other payment integrity tools that make fraud and waste detection and prevention possible. Some of these capabilities include:

–Platform Access:

As a single platform in which all data resides, Source makes it easier for health plans to gain insights across their business, addressing the root causes of inaccurate payments and resolving issues upstream. This helps break the cycle of paying third-party contingency vendors to discover the same issues month over month. With Source, health plans can achieve continuous improvement and more accurate payments.

–Advanced Analytics:

This suite of tools provides real-time production metrics, including claims volume and financial impact of edits, giving health plans up-to-date snapshots of claims operations.

–Monitor Mode:

This feature allows health plans to evaluate what-if scenarios, giving a clear picture of the financial impact of a pricing or policy edit in real-time but before the edit is put into production.

–Retroactive Change Manager:

This tool enables health plans to proactively manage retroactive changes. With CMS making over 600 edits per year, this feature helps prevent inaccurate payments, reducing overpayments or underpayments.

Together, these tools streamline workflows, reduce costs, and improve the integrity of the claims process. By leveraging the latest AI trends and its powerful suite of solutions, Source provides a comprehensive, proactive solution making it easier for payers to identify, predict, and prioritize fraudulent claims.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and HYPE CYCLE is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein

Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

To learn more about how Source can help protect your organization from fraudulent claims and providers, visit www.healthedge.com.

Maternal morbidity rates in the U.S. are in the spotlight—particularly the disparities many Black women face compared to their white counterparts.

Despite advances in medical technology and healthcare access, systemic racism and implicit biases in healthcare continue to contribute to adverse outcomes for Black women, especially during pregnancy. On average, severe maternal comorbidity impacts between 50,000 and 60,000 women every year in the U.S., according to the Commonwealth Fund.

Pregnant people who experience severe maternal morbidity are at higher risk of postpartum hospital readmission than those who did not. A study of women in Massachusetts found that those with severe maternal morbidity were more than twice as likely to be readmitted within six weeks.

In this blog, we explore some of the unique needs of Black maternity populations, and how health plans can provide digital care management solutions that empower members and improve outcomes.

How Digital Engagement Improves Maternal Health Outcomes

Digital health tools can play a significant role in improving maternal health outcomes by extending the reach of your care teams. In a recent study, Wellframe’s Maternal Health digital care program helped increase care team capacity, contributing to more than $775,000 in annual cost avoidance. Members enrolled in the program had a significantly higher prenatal visit rate in the third trimester, as well as significantly lower emergency department usage.

By leveraging the right digital health solutions, health plans can meet the needs of high-risk members—like the Black maternity population. Wellframe’s digital care programs use technology to encourage communication and trust between members, their care teams, and their health plans. Members can use digital tools to receive holistic and accessible healthcare support where and when they need it. Increasing member engagement can not only lead to better clinical outcomes, but also higher member satisfaction scores.

A New Digital Care Program: Reduce Maternal Morbidity for Black Women

To address the ongoing maternal health crisis, Wellframe developed a digital care program targeting the unique needs of pregnant Black women.

Wellframe’s care program, “Maternal Wellness for Black Women,” was developed to provide holistic support and education to pregnant Black women to close gaps in care and improve clinical outcomes. We do this by connecting women directly to their care providers within the app, as well as delivering accessible health information and encouraging health plan engagement.

Members enrolled in the “Maternal Wellness for Black Women” care program will receive information on important topics such as:

• Importance of prenatal care
• Clinical warning signs to watch out for
• Taking an active role in your healthcare
• Lifestyle and wellness tips

The care program also includes a toolkit for members, which they can download or access in the app. It offers suggestions and support for members looking into their healthcare options. Care managers can directly share a link to the toolkit with members at any time.

Are you looking for more information about how you can reach and engage with more members to achieve your health plan’s goals? Download our eBook, “Integrated Digital Care Management: Meeting Members and Care Managers Where They Are.”