Automation + Healthcare: Alexis Paul & Kerry Wang of Humana
On this episode of The Handoff, Dan speaks with Alexis Paul and Kerry Wang of Humana’s Intelligent Automation Center of Excellence. They shared the inspiration behind the center of excellence, as well as its mission to reduce complexity and make life easier for Humana’s 45,000 associates and more than 14 million members.
Alexis and Kerry talked about Humana’s realization that its associate experience lagged behind its member experience, and how that has guided the team is looking for ways to automate repeatable, mundane tasks like refilling prescriptions. They shared how they involve members and associates in their process, as well as Humana’s “citizen developer effort,” which allows associates to define and build their own automation processes.
The transcript for this episode can be found here: www.trustedhealth.com/the-handoff-podcast/episode-10-humana