{"id":249428,"date":"2026-05-19T09:57:00","date_gmt":"2026-05-19T13:57:00","guid":{"rendered":"https:\/\/news-you-need.com\/index.php\/2026\/05\/19\/aetnas-chief-digital-and-technology-officer-on-how-the-insurer-is-using-ai-for-patient-engagement\/"},"modified":"2026-05-19T10:00:08","modified_gmt":"2026-05-19T14:00:08","slug":"aetnas-chief-digital-and-technology-officer-on-how-the-insurer-is-using-ai-for-patient-engagement","status":"publish","type":"post","link":"https:\/\/news-you-need.com\/index.php\/2026\/05\/19\/aetnas-chief-digital-and-technology-officer-on-how-the-insurer-is-using-ai-for-patient-engagement\/","title":{"rendered":"Aetna\u2019s chief digital and technology officer on how the insurer is using AI for patient engagement"},"content":{"rendered":"<p><a href=\"https:\/\/www.healthcaredive.com\/news\/healthcare-artificial-intelligence-consumer-experience-engagement-aetna-nathan-frank\/820344\/\">Aetna\u2019s chief digital and technology officer on how the insurer is using AI for patient engagement<\/a><\/p>\n<p><a href=\"https:\/\/www.healthcaredive.com\/news\/healthcare-artificial-intelligence-consumer-experience-engagement-aetna-nathan-frank\/820344\/\">https:\/\/www.healthcaredive.com\/news\/healthcare-artificial-intelligence-consumer-experience-engagement-aetna-nathan-frank\/820344\/<\/a><\/p>\n<p>Publish Date: <a href=\"publish_date]\">2026-05-19 09:57:00<\/a><\/p>\n<p>Source Domain: <a href=\"www.healthcaredive.com\">www.healthcaredive.com<\/a><\/p>\n<p>        Listen to the article<\/p>\n<p>            <span class=\"text-to-speech__button__audio-length\">6 min<\/span><\/p>\n<p>            This audio is auto-generated. Please let us know if you have feedback.<\/p>\n<p>Healthcare is not known for its amazing customer experience. The nation\u2019s health system is notoriously complex, requiring plenty of administrative work from patients to sift through their benefits, find available providers or collect their health data.<\/p>\n<p>But artificial intelligence could begin to ameliorate some of the sector\u2019s complexity, according to Nathan Frank, chief digital and technology officer at Aetna. The CVS Health-owned insurer has rolled out new digital tools that aim to help beneficiaries navigate their care, like a conversational AI assistant and a product called Care Paths that guides patients with specific conditions through their benefits and next steps.<\/p>\n<p>\u201cWe believe that it\u2019s going to change the consumer healthcare experience,\u201d he said. \u201cWe think it\u2019s going to continue to advance the clinical experience and really improve the ability for us to meet our members and provide better clinical outcomes.\u201d<\/p>\n<p>Frank sat down with Healthcare Dive to discuss how Aetna is using AI to engage members, how the insurer thinks about risks associated with the technology, and the importance of monitoring the products\u2019 performance and soliciting feedback.<\/p>\n<p>This interview was edited for clarity and length.<\/p>\n<h4>HEALTHCARE DIVE: How is Aetna thinking about using AI to communicate with your members? I know you recently rolled out a conversational AI assistant.\u00a0<\/h4>\n<p><img decoding=\"async\" alt=\"A headshot of Nathan Frank\" data-imagemodel=\"198223\" src=\"https:\/\/imgproxy.divecdn.com\/g_5K8XyLklqF9Lj3D1gszkja-Zu9MR4-cZjhHkPp4nM\/g:ce\/rs:fit:1600:0\/Z3M6Ly9kaXZlc2l0ZS1zdG9yYWdlL2RpdmVpbWFnZS9OYXRoYW5fRnJhbmtfSGVhZHNob3RfMDAyLmpwZw==.webp\"\/><\/p>\n<p>Nathan Frank, chief digital and technology officer at Aetna<\/p>\n<p>Permission granted by CVS Health<\/p>\n<p>\u00a0<\/p>\n<p><strong>NATHAN FRANK:<\/strong> So, we took a little bit of a different approach to that. We also have the ability to have a chat experience through our digital properties, but we actually embedded the Ask Anything&#8230;<\/p>\n<p><a href=\"https:\/\/www.healthcaredive.com\/news\/healthcare-artificial-intelligence-consumer-experience-engagement-aetna-nathan-frank\/820344\/\">Source<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Aetna\u2019s chief digital and technology officer on how the insurer is using AI for patient&#8230;<\/p>\n","protected":false},"author":1,"featured_media":249429,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/imgproxy.divecdn.com\/HPcm65ZGMHLL-WoNhk-GXVhMGrAveMCrpsEiBUPrYhk\/g:ce\/rs:fit:770:435\/Z3M6Ly9kaXZlc2l0ZS1zdG9yYWdlL2RpdmVpbWFnZS9HZXR0eUltYWdlcy0yMTU5ODc5NzA0LmpwZw==.webp","fifu_image_alt":"","footnotes":""},"categories":[14],"tags":[],"class_list":["post-249428","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence"],"_links":{"self":[{"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/249428"}],"collection":[{"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/comments?post=249428"}],"version-history":[{"count":1,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/249428\/revisions"}],"predecessor-version":[{"id":249430,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/posts\/249428\/revisions\/249430"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/media\/249429"}],"wp:attachment":[{"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/media?parent=249428"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/categories?post=249428"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/news-you-need.com\/index.php\/wp-json\/wp\/v2\/tags?post=249428"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}