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Vendors and carriers outline new care‑coordination tools as San Francisco board presses for measurable outcomes
Summary
Aon and three health plans showcased care‑coordination models — from digital navigation to 'white‑glove' advocacy — while board members pressed for pilot results, stratification details and culturally competent outreach. Public commenters warned many members still lack hands‑on support.
Aon and three contracted health plans told the San Francisco Health Service System Board that new care‑coordination tools could improve member experience — but commissioners pressed for evidence and operational detail.
Neil Mills, Aon’s national medical director, framed the market shift as a move from narrow disease management to holistic population health and urged a mix of digital and live navigation to reach members. He told the board these programs aim to identify cohorts and apply targeted interventions at the “lowest necessary cost” and to expand beyond high‑cost claimant management to broader, proactive support.
Why it matters: Commissioners and staff said better navigation could reduce surprise bills and unnecessary care, but they also challenged vendors to show pilots, independent validation and measurable outcomes before the city scales any solution.
Blue Shield of California described an…
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