From Excel to AI: How Liberty Dental revolutionized care management

So, what had been taking 90 minutes per plan, per member, is available right there, with way higher accuracy than what a human could do — because they had to go through pages and pages of doctor’s notes, which is humanly impossible. There could be a small word about some socioeconomic barrier in those notes that someone could miss. But genAI doesn’t miss that. This project — for which we won a CIO 100 award this year — has, first and foremost, increased our accuracy. It’s also helped our care managers big time because they each get assigned thousands of members, which has significantly improved their output. 

The data factor 

I joined Liberty Dental about two and a half years ago, and the first big opportunity I saw was data, which was all over the place. We had a kind of small data warehouse on-prem. That was my first project. Like anyone else around that time, we moved it to the cloud, but in a way that it was only what was needed. We created our data model in a way that satisfied the requirements of what we had a vision of. 

So even before this whole ChatGPT/genAI became a big thing — like three months before that — we went live completely in the cloud on Azure. That was the foundation.