How Responsible Artificial Intelligence Could Simplify Healthcare

Contributing experts: Tich Changamire, MD, and Beth Weis

Artificial intelligence (AI) has the potential to simplify healthcare for consumers, care providers, and payers, while streamlining evidence-based, high-quality care. This is an exciting opportunity to enhance the care experience for providers and the 112 million people we serve as an enterprise.¹

We can make an initial, responsible impact on operations with Generative AI. Using AI for administrative functions addresses the underlying industry-wide challenges that create friction for both members and care providers. In close collaboration with internal business partners and other stakeholders, we’re focused on evolving our approach to technology to support care providers and the people we serve.

This approach includes obtaining insights from our partners, understanding consumer needs by listening to their feedback, conducting research, and directly collaborating with care providers.

Office of Responsible AI: Ensuring Fairness, Security, and Transparency

Our Responsible AI (RAI) program, informed by the National Institute of Standards and Technology (NIST) AI Risk Management Framework, is designed to mitigate harmful bias and promote accuracy, security, and transparency.

We use a risk-based management framework and perform monitoring and oversight activities to ensure alignment with our AI Guiding Principles:

Accountable — We are accountable for our AI solutions. We will responsibly and ethically develop, deploy, and manage our AI solutions throughout their entire life cycle. We will draw upon industry best practices and scientific methods of excellence to build, maintain, and use AI solutions.

Explainable and transparent — We will maintain documentation that explains how our solutions were designed, so that we provide transparency on how the AI arrived at its outcome.

Fair — We will evaluate our AI solutions for fairness and equity by identifying and mitigating undesired outcomes, so all individuals have a fair and just opportunity to be healthy.

Private and secure — We will respectfully and diligently protect and secure data in our AI solutions throughout their lifecycle to maintain high levels of trust among our consumers and comply with state and federal regulations.

Robust — We will focus on testing, training, and validating our AI solutions for integrity, reliability, and resilience prior to deployment. We will monitor solutions after deployment to ensure the solution continues to operate as intended.

Our AI Guiding Principles were developed by a cross-functional team and serve as the lens through which our AI solutions are designed, developed, and used. We review these principles on a regular basis to ensure we remain aligned to our mission and values.

Building Trust Through the Responsible Use of AI