Case Study

6 minute read

How BCBSM used AI to improve member outreach and engagement

Routine outreach calls were pulling nurses away from complex member needs at Blue Cross Blue Shield of Michigan (BCBSM) — until the care management team deployed two AI-driven solutions. Here's how AI reduced administrative burden on staff, expanded outreach to members, and increased clinical capacity at BCBSM.

Blue Cross Blue Shield of Michigan (BCBSM) implemented two AI-driven solutions to reduce administrative burden on staff, expand outreach to members, and increase clinical capacity. BCBSM deployed an AI outreach bot for post-ED and post-discharge outreach, alongside an AI nurse-support assistant that surfaces real-time guidance during inbound care management calls. Together, these tools help nurses prioritize higher-acuity cases while preserving member-centered care.

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AFTER YOU READ THIS
  • You'll understand how AI can help clinicians work at the top of their license.
  • You’ll see how workflow redesign reduces documentation burden and improves care management efficiency.
  • You’ll learn how BCBSM applies AI in a way that preserves human‑led, member‑centered care.
AUTHORS

Posted on June 03, 2026

Updated on June 03, 2026

TOPICS
Artificial Intelligence Care Management Technology
INDUSTRY SECTORS
Digital Health Health Plans

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