Augmenting Care and Strengthening Trust with AI



In this episode, Dr. Andrea Willis, SVP and Chief Medical Officer at BlueCross BlueShield of Tennessee, shares how payers can harness AI to advance affordable, accessible, and more human-centered care.

From her clinical roots to leading population health, quality, and health equity initiatives, Dr. Willis brings a deeply personal commitment to service. She describes how AI is being deployed across care management and utilization management, not to replace clinicians or deny care, but to augment teams, accelerate evidence-based decisions, and close gaps in care. In care management, AI-powered summarization and prompting help staff stay fully present with members while improving engagement and measurable outcomes. In utilization management, transparency, evidence-based criteria, and clear documentation remain foundational to rebuilding provider trust. She also highlights that relevance matters more than data volume, and that guided self-service must balance automation with timely human escalation.

Dr. Willis emphasizes transparency in prior authorization, cross-functional governance, AI literacy goals across the enterprise, and strong PHI protections. For here, scaling AI responsibly – through interoperability, collaboration, and measurable impact – is key to rebuilding trust and transforming the healthcare experience. Take a listen.