Transcarent Launches WayFinding: A Game-Changer in Gen AI-Driven Consumer Health

Transcarent has unveiled WayFinding, an innovative platform that integrates generative AI with immediate access to care providers. This new service aims to streamline benefits navigation, clinical guidance, and care delivery, offering a seamless and personalized healthcare experience for users.

WayFinding is designed to provide comprehensive support from the initial stages of understanding health coverage and costs to connecting patients with appropriate medical professionals. By leveraging AI, the platform guides users through their health journeys, ensuring human support is always accessible.

The urgency of this innovation is underscored by a recent 2023 KFF poll, revealing that over half of insured adults in the U.S. struggle to understand their health insurance. Specifically, 40 percent of those with employer-sponsored coverage are confused about their benefits, while 27 percent do not grasp common insurance terms such as “deductible,” “copay,” and “co-insurance.” This lack of understanding often results in unexpected costs and medical debt, the leading cause of bankruptcy in the country. With 70 percent of Americans feeling let down by the healthcare system, there is a clear demand for solutions like WayFinding.

WayFinding tackles this complexity head-on by combining AI advancements with real-time access to clinicians and digital solutions tailored to specific health issues. This integration ensures that members receive the care they need promptly and effectively, benefiting both individuals and employers.

Glen Tullman, CEO of Transcarent, highlighted the transformative potential of WayFinding. “Imagine if you could go to one place, 24 hours a day, to access all your benefits, get the unbiased medical guidance you need, and then have instant access to a doctor or other healthcare professional or connect to the leading point solutions with no separate logins and membership cards needed. That’s what we’ve all been dreaming about and today Transcarent is delivering on that vision,” Tullman said. He likened the transition from traditional navigation to WayFinding to the leap from a flip phone to an iPhone, emphasizing the platform’s comprehensive capabilities and cost-effectiveness.

Building on the acquisition of the 98point6 care platform, Transcarent has integrated AI-powered care delivery into the Member experience. With a robust database of nearly one million documented physician chats informing their proprietary Large Language Models (LLMs), and substantial investments in their AI team, Transcarent distinguishes itself in the industry. The company also employs custom testing, validation, and monitoring tools to ensure responsible AI development, supported by a multi-faceted safety system. Their collaboration with the Data & Trust Alliance further underscores their commitment to secure and ethical AI use.

WayFinding aims to deliver precise, timely information to users, easing the burden on human resources and benefits professionals who often spend hours addressing employees’ queries. The platform is expected to significantly improve utilization and engagement rates.

Snezana Mahon, PharmD, COO of Transcarent, elaborated on the personalized nature of WayFinding. “WayFinding orients you. By pulling in every detail of an employer’s plan, any offered ancillary benefits, your medical history, and pairing that information with our team of top-rated virtual care clinical specialists, we can create a personalized understanding of each Member’s unique care needs, getting them exactly where they need to be every single time,” Mahon stated. She emphasized that WayFinding represents the future of healthcare navigation.

Transcarent’s track record speaks for itself, with high utilization and retention rates among its members, demonstrating the platform’s effectiveness in providing accessible, high-quality, and affordable healthcare. The launch of WayFinding marks a significant milestone in Transcarent’s mission to revolutionize the healthcare experience.