At CareFirst BlueCross BlueShield (CareFirst), our care managers work tirelessly to support members through their unique and complex health journeys, from managing chronic conditions to navigating transitions after a hospital stay. Every conversation matters. They are opportunities to answer questions, offer support and build trust with the people we serve.
But like many healthcare professionals, care managers spend a significant portion of their day on administrative responsibilities, including documenting conversations, reviewing notes and completing quality assurance activities. Research has shown that documentation alone can consume roughly a quarter of clinicians’ time. We saw an opportunity to better support our care managers by reducing some of that burden and helping them spend more time focused on member care.
Reducing Administrative Tasks, Increasing Member Focus
CareFirst is continually evaluating tools, technology and processes that support care managers in their work. As part of that effort, we implemented technology through Verbal to support real-time call review and documentation.
The goal was straightforward: create more opportunity for care managers to focus on the conversation itself rather than the administrative work that follows it.
Since implementation, care managers have reported meaningful reductions in documentation time. The average amount of time spent on post-call documentation decreased from 19 minutes per call to less than five minutes, a 75% reduction. Those efficiencies help free up time that can be redirected toward supporting members and addressing their needs.
Supporting Consistent Member Experiences
Quality care depends on consistency, and CareFirst has always held its conversations with members to a high standard. Like every health plan, though, the volume of member interactions means that traditional quality review can only ever sample a portion of calls. As our programs continue to grow, we are looking for ways to give care managers and quality team greater visibility into member interactions and opportunities for continuous improvement.
To support this effort, we use technology, including Verbal, as part of our documentation and quality review processes. These tools help provide greater visibility into member interactions and allow teams to identify whether important topics—such as medication reviews, gaps in care, social barriers, etc. that can affect health and follow-up needs—are being consistently addressed. When something important is missing, it can be surfaced quickly, so coaching and support are based on a complete picture rather than a small sample. For our members, that means more reliable follow-through and a stronger foundation for continuous improvement.
Investing in the Future of Care
Innovation is most meaningful when it supports people. For our care managers, that means investing in approaches that help them spend less time navigating administrative tasks and more time doing what they do best: listening, guiding and supporting members throughout their health journeys.
As we continue to find new ways to support our workforce and the people we serve, our focus remains clear: equipping people with the tools and resources they need to live their healthiest lives.
Verbal AI is an independent company that provides administrative support to CareFirst BlueCross BlueShield.