Productivity AutomationVerified

Blue Cross Blue Shield of Massachusetts uses an intelligent automation program to automate internal business workflows, with the stated goal of freeing up employees' time for more complex work. The company maintains a dedicated Intelligent Automation team and has posted roles for engineers with robotic process automation expertise.

Details

The company's careers site and a YouTube video produced by Blue Cross describe an intelligent automation program that applies automation tools — including robotic process automation (RPA) — to internal business processes. The company has an Intelligent Automation team responsible for developing, testing, and maintaining automated workflow solutions. Specific workflows automated by this program are not named in available public sources.

Products affected

Internal intelligent automation platform

Sources & Evidence

Company Disclosure

Information Technology | Blue Cross Blue Shield of Massachusetts

Blue Cross Blue Shield of Massachusetts Careers·Jun 2025

https://careers.bluecrossma.org/us/en/information-technology

Company Disclosure

Intelligent Automation at Blue Cross Blue Shield of Massachusetts

Blue Cross Blue Shield of Massachusetts (YouTube)·Jun 2025

https://www.youtube.com/watch?v=DtKNazoOmcs

Other practices by Blue Cross Blue Shield of Massachusetts

Data AnalysisDuring the COVID-19 pandemic, Blue Cross Blue Shield of Massachusetts used an AI algorithm to identify which of its members were at the highest risk of developing serious health conditions if infected with COVID-19, then routed those members to a team of nurse case managers for direct outreach and support.ProductivityBlue Cross Blue Shield of Massachusetts tested an AI system called FastPass that automatically processed prior authorization requests for medical procedures, reducing approval times from an average of nine days to less than one day. The pilot ran at New England Baptist Hospital in 2022 in partnership with AI company Olive.Data AnalysisBlue Cross Blue Shield of Massachusetts uses an internal process of conducting 'equity audits' on all its AI-driven programs to check whether those models produce fair outcomes across its nearly 3 million members regardless of race or ethnicity. This practice is described by the company as an ongoing governance activity.

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