Elevance Health is transforming the healthcare consumer experience by embracing principles from consumer-centric industries like streaming services, while recognizing that healthcare demands a deeper level of personalization and trust. Saurabh Tandon, Elevance Health’s chief experience officer, emphasizes that the future of healthcare should not just mimic the convenience of digital entertainment but exceed it—because health is deeply personal and life-changing. Tandon explains that the company’s vision is to be proactive in consumers’ lives, addressing needs before they become crises and resolving issues swiftly. This requires building long-term relationships grounded in trust. To achieve this, Elevance Health is leveraging technology to make interactions seamless and accessible. Consumers can now start a mobile chat session and return to it later, enabling flexibility that fits into busy lives. Routine tasks—finding in-network providers, understanding benefits, managing claims, handling billing, and addressing prescription needs—are being simplified through intuitive digital tools. The company is moving beyond traditional insurance functions to become a true health partner. This shift is reflected in programs like concierge care, which offers a mobile app that tracks symptoms, delivers educational content, and connects users with care managers 24/7. The service supports individuals with serious conditions such as cancer, Crohn’s disease, Type 2 diabetes, and behavioral health challenges, offering continuous support tailored to their unique needs. A key innovation is the My Health Advocate model, currently used in affiliated Medicare plans. Each member is matched with a dedicated care manager—known as an advocate—who handles their concerns across calls, texts, and emails. This continuity allows advocates to build a deeper understanding of each member’s health journey, enabling more personalized and proactive support. Legacy healthcare systems were built in silos, often creating friction during interactions. Today, advances in artificial intelligence allow Elevance Health to instantly access relevant information—such as a member’s history and previous inquiries—so staff can focus on solving problems rather than verifying identities or benefits. This shift reduces wait times and enhances the overall experience. Looking ahead, Tandon envisions a healthcare system where consumers feel supported at every stage, with minimal friction and maximum empathy. The goal is not just to meet expectations but to exceed them, ensuring that every interaction reinforces trust and strengthens the relationship between the individual and their health partner. Elevance Health, serving over 109 million consumers through a broad range of medical, pharmacy, behavioral, and home health solutions, continues to evolve its model to fulfill its mission: improving the health of humanity by making care more accessible, personal, and human-centered.