Flicek enhances BlueCross BlueShield member experience through technology

Melissa Flicek is the Chief Information Officer at BlueCross BlueShield of Minnesota. Her drive to improve member experiences comes from a personal health challenge. After spending 21 days in the hospital for a brain tumor, she found the healthcare system hard to navigate. She believes that better guidance is needed for patients. With around a year in her role, Flicek aims to modernize the technology at BlueCross BlueShield, which has been around for nearly 100 years. The company generates over $15 billion annually and provides health coverage for many people. Flicek has a past in senior technology roles at Optum, where she focused on customer experiences. One of her main goals is to simplify the data used within the company. Flicek points out that accurate and consistent data is essential for providing the best service to members. By reducing redundant data and improving access, the company hopes to create a better experience for its users. Flicek is also integrating artificial intelligence (AI) into their systems. This technology can help predict healthcare costs and improve transportation for members who have trouble getting to appointments. Flicek insists that while AI is useful, human oversight remains crucial. Working within a non-profit model, BlueCross BlueShield of Minnesota focuses on providing care sustainably rather than prioritizing profits. Flicek collaborates with other BlueCross BlueShield organizations to share insights and improve services across the network. Looking to the future, Flicek is interested in advancements in AI and how they can enhance patient interactions. She emphasizes the importance of using technology strategically to address real problems, ensuring that the focus remains on improving patient care and experience.