Elevance Health + Qualtrics
Elevance Health + Qualtrics
When member signals are scattered, action arrives too late. Elevance Health set out to change that, and built a unified, AI-powered member view that turns every signal, from survey to call to chat, into real-time intervention.
$19M
increase in Stars value by improving 8 of 9 CAHPS measures
50%
reduction in voluntary disenrollment among contacted members
3,700+
Medicare members saved from disenrolling through targeted intervention
10 million signals a year. Insights arriving months too late.
Elevance Health serves close to 46 million members across its affiliated plans, including roughly 2 million Medicare members in 22 markets, and at that scale, fragmented experience data wasn't just inefficient. It was a Stars and retention risk. Member signals lived in surveys, call transcripts, chat logs, and grievance files, with no unified view. CAHPS insights arrived 18 months after the fact, leaving the team unable to intervene before a member voiced dissatisfaction or disenrolled.
Real-time detection. Real-time resolution.
Elevance partnered with Qualtrics to unify experience and operational data into a single 360-degree member view, with AI-powered analytics flagging at-risk members in real time. What began as a proof of concept in January 2024 now analyzes more than 10 million calls, chats, and surveys every year, powering closed-loop recovery that connects every member signal to a specific intervention. The team isn't waiting for the next survey to learn what's wrong. They're acting on what's happening now.
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We're not waiting for the survey to tell us the member's having a bad experience. We're acting on signals much earlier and moving to real-time detection and resolution.
Saurabh Tandon
Chief Experience Officer
Elevance Health
About Elevance Health
Elevance Health is a lifetime, trusted health partner whose purpose is to improve the health of humanity. The company supports consumers, families, and communities across the entire healthcare journey – connecting them to the care, support, and resources they need to lead better lives. Elevance Health’s companies serve over 104 million consumers through a diverse portfolio of industry-leading medical, pharmacy, behavioral, clinical, home health, and complex care solutions.
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