Agentic AI: Use agents to remove roadblocks

Q. Can AI agents help care teams enhance value and outcomes related to chronic condition management? 

A. AI agents are artificial intelligence systems designed to function autonomously to complete specific tasks, such as routine appointment scheduling, medical device reorder reminders or trigger interventions due to red flags in patient data. They can plan and execute on tasks just like a human and often complete their jobs faster and in a more standardized manner, making them ideal for offloading time-consuming administrative burdens. As a result, qualified staff can redirect their expertise toward initiatives that require more nuanced attention, building personalized, empathetic and motivating relationships with patients. 

Strategically deploying AI agents at key points in the workflow – in CCS’s case, that would be the diabetes management journey that includes touchpoints related to medical supply reordering, education and coaching – can strengthen engagement, reduce non-adherence, improve operational efficiency and maximize resources. 

For other organizations supporting health plans, at-risk providers and employers through patient-centered chronic condition management, AI agents can significantly enhance experiences for both staff and patients. For example, AI agents can automate high-volume, repetitive tasks like validating patient documentation completeness to streamline access to medical devices such as continuous glucose monitors. They can also surface real-time, high-value patient insights to patient support teams, enabling them to deliver personalized and detailed guidance in a more responsive way to optimize the patient experience. 

At CCS, our analysis indicates approximately 70% of our work volume includes tasks well-suited for agentic AI. AI agents are becoming essential infrastructure as they remove clinical and administrative roadblocks to create seamless, proactive and person-centered experiences for patients and their care teams. These agents deliver significant business value and the opportunity to increase trust and enrich relationships between patient and chronic care management providers. 

Richard Mackey is the chief technology officer at CCS. Reach him at Richard.Mackey@ccsmed.com.