Innovation is and has always been a pillar of BeneLynk’s social care work. As the challenges faced by members of government-sponsored health plans have grown, so too has the pool of available solutions. To continue helping people lead their healthiest and happiest lives, we at BeneLynk have committed to disrupting our own processes and technologies to continually seek improvement. With the AI revolution changing how business is done across the healthcare industry, I wanted to speak to our approach to AI – where we believe it can be helpful and where we continue our commitment to a human-to-human connection.
Lynk360, the social care intelligence behind the work we do, allows our advocates to understand Medicaid programs at the most granular level across all 50 states (plus Puerto Rico and Washington D.C.). Whether Veteran benefits, SNAP, Low-Income Subsidy, LIHEAP, or any of the other wide-ranging programs that we assist our members with, our goal has always been to ensure that our advocates have the most current information in the most digestible format. With the integration of AI into our systems, we are able to do even more.
- Categorization of incoming documents. As an authorized representative for hundreds of thousands of members across a wide range of benefit programs, we receive regular communications from state and federal agencies. These include eligibility notices, benefit updates, and requests for additional information. Carefully organizing and categorizing these documents is essential for ensuring each member receives the right support at the right time. Through the use of AI, we can prioritize urgent matters, route information to the appropriate teams, and ultimately provide timely, member-focused support.
- Personalization of the advocate’s understanding of the member’s life. Supporting our members effectively starts with understanding their unique circumstances. Advocates consider each member’s family situation, specific needs, and past experiences with government benefit programs and BeneLynk. We are using AI to help provide this contextual information and relevant details from past interactions, so advocates can deliver more meaningful and compassionate support tailored to each member.
- Optimization of advocate navigation of applications. Our advocates help members navigate complex applications for benefits and services. AI works behind the scenes to surface relevant information and flag potential issues, giving advocates the context they need to guide members efficiently. This support helps members get the assistance they need without unnecessary delays, while reducing application errors and keeping interactions focused on each member.
We are not using AI in the human-to-human conversation. While agentic AI is impressive, we continue to believe in the value of a direct conversation between one person and another, where we can understand challenges, share a connection, and help to find solutions. Technology can support our work behind the scenes by organizing information, flagging important details, or highlighting potential issues, but it cannot replace the empathy, judgment, and personal touch that our advocates bring to every interaction.
If your team is looking for a partner who can provide personalized, human-centered support for your members, let’s talk. Drop us a note today at Sales@BeneLynk.com
About the Author: Sean Libby is the CEO of BeneLynk, the nation’s leading social care company serving members of government-sponsored health plans, and has been an advocate for older Americans, people with disabilities, veterans, and individuals with low income for over 23 years. At BeneLynk, we are committed to helping managed care plans deliver superior social care solutions to their members.