5 Takeaways from AHIP 2024

Couldn't attend AHIP 2024 and looking to catch up quicky on what you missed? Here are 5 key takeaways from Highmark Health executives who spoke at the conference about GLP-1 coverage, behavioral health spending, governing generative AI, customer experience investments, and closing gaps in women's care.

GLP-1 Costs Take Center Stage

In a keynote focused on the pros and cons of GLP-1 coverage for obesity, Highmark Inc. Chief Medical Officer Timothy L. shared that while there is very strong evidence of clinical benefit for patients with diabetes, patients who are obese have less consistent outcomes. For instance, recent data show poor adherence for many patients who start GLP-1s for weight loss.

As a practicing physician, Dr. Law advocates that patients need clinician support to understand the side effects of GLP-1 drugs, which are a significant contributor to low adherence. The decision to start a GLP-1 regimen should be between patient and provider, explains Dr. Law.

“As an insurer, we want to be conduits of care, following the latest evidenced-based practices on GLP-1s for obesity,” he says.

Smart Spending on Behavioral Health

Highmark Health Vice President of Enterprise Behavioral Health Doug Henry, PhD, joined a panel focused on strategies for smarter spending on mental and behavioral health. Dr. Henry reiterated a key differentiator in Highmark Health's strategy is bringing together physical, mental and social health and care. While mental health is a very substantial component of that, he said it’s unfortunately often underestimated.

The panel also discussed synergies created between health insurance providers and their behavioral health partners. Dr. Henry emphasized that increasing access and quality of care were critical components of any mental and behavioral health strategy. He also cited some statistics of Highmark's partnership with Spring Health, which was announced last year.

As of April 2024, more than 20,000 Highmark members have registered for Mental Well-being powered by Spring Health, with over 17,000 appointments scheduled. He said they will be close watching for improvement in patient health questionnaires around depression and anxiety, among other metrics.

Governing AI and Generative AI in Health Care

AI and generative AI have the potential to completely transform health care, but many companies are scrambling to keep up with needed policies and governance. Onyinye Enyia Daniel, PhD, Highmark Health's vice president of data analytics strategy and partnerships, joined a governance panel to share best practice considerations for health organizations to operationalize artificial intelligence.

One example Dr. Daniel noted was presenting AI use cases through a clear and concise "nutrition-style" label. This label provides essential information about the model's intended purpose, potential risks and other relevant details, making it easier for a governing body of senior leaders to understand and evaluate the AI application.

While the ROI of gen AI is too early to tell for most organizations, Dr. Daniel anticipates increased productivity in code generation and customer service functions to start.

Investing in CX to Improve Experience and Outcomes

A panel discussed how prioritizing customer experience can help improve loyalty and outcomes, so long as companies prioritize the right things. It doesn't have to mean continuously paying for new bells and whistles — it can (and should) align with your broader business strategy. For example, Stacy Byers, Highmark Health's senior vice president of experience, digital and design, discussed how the company's #LivingHealth strategy is tightly bound to our digital experience because it focuses on eliminating health care barriers to make it easier for people to engage with their health — where, when and how they want.

“We earn trust by making it easy for people to find what they came for,” she said. “We’re listening to customers and bringing the tools and resources they use most to the forefront of our digital experiences.”

The My Highmark app, which launched in 2023 and has since expanded to nearly all 7 million members, is much more than a "new app." It’s our transformation strategy in action. My Highmark is built with a foundation of predictive analytics, designed to move care upstream and provide a more curated and engaging experience to help members take those next critical steps to engage with their health.

Byers also shared how the organization is making it easier to understand what you owe with Cedar Pay. In its first year, the payer-provider collaboration significantly improved the billing experience for customers, with satisfaction rates achieving 90%.

What’s the next frontier in CX? Byers suggests simpler plan design and more self-service options.

Closing the Gap in Women's Health Care

Disparities in women's health persist across the spectrum of care. Margaret Larkins-Pettigrew, MD, MEd, MPPM, FACOG, Highmark Health's chief clinical diversity, equity and inclusion officer, joined a panel to discuss how health plans and other stakeholders can move the needle.

“We all are responsible for the care of women. We have to make an intentional investment,” she said.

During the session, Dr. Larkins-Pettigrew shared how Allegheny County is working together to address infant and maternal mortality through the First Steps and Beyond program. By bringing together community members, doulas, community-based organizations, health care systems and government, the collective is working to reduce racial disparities, reduce preterm birth, support safe sleep and expand fourth trimester support.

Read more about Highmark Health's unique solutions and partnerships to help close the gaps in women's health care on our digital magazine. Stay tuned for more discussion on this topic in AHIP’s Next Big Thing in Health podcast.