Title
SCAN Health Plan uses NLP and ML models on Databricks to reduce voluntary disenrollment among senior members
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Description
SCAN Health Plan built an Insights Platform on the Databricks Data + AI Platform to analyze unstructured data such as call center notes and medical charts with NLP. A model that identified members likely to ask about primary care physician reassignment let SCAN intervene early, decreasing disenrollment of newly enrolled members by 3.6%, and a related model reduced disenrollment during annual enrollment by 4.59%.
…eir supplemental benefits and intervene with a call campaign. Using this model, the team decreased the disenrollment of high-risk members by 4.59%. As they look to the future, SCAN sees themselves expanding their relationship…
Company
SCAN Health Plan
…eassignment 4.59% Reduction in voluntary disenrollment during annual enrollment SCAN Health Plan is one of the nation’s largest not-for-profit Medicare Advantage health plans. Founded by a group of senior activists who were dissatisfied with their lack of…
Industry
Healthcare
…the member experience and expand their business lines. Share this post Details Industry : Healthcare and Life Sciences Cloud : Azure Product : Databricks SQL , Delta Lake , Unity Catalog Ready to ge…
Problem
As SCAN scaled its member base, it accumulated an ever-growing mix of structured, unstructured and semi-structured data (call center notes, medical charts, PDF medical documents) sitting around 20-25% of total data, which the team lacked the tools or infrastructure to analyze. This blocked development of an NLP pipeline meant to uncover member behavioral patterns, and conventional analytics acted like an “odometer” rather than surfacing insights to prioritize preventive health.
…ls or the infrastructure to analyze the unstructured data we were dealing with, which sat around 20 to 25% of our total data — and who could say what value it could uncover?” SCAN set about building their Insights Platform, a home for their NLP, machine…
Solution
SCAN built an Insights Platform on the Databricks Data + AI Platform, using Delta Lake to build reliable data pipelines, Databricks SQL to apply data-warehousing techniques to data lakes, Databricks Unity Catalog with Collibra for data governance and visibility, and Tableau/Power BI for visualization. NLP models detect member behavioral patterns and predict voluntary disenrollment and chronic-condition risk, triggering case management and home-care interventions.
…d 20 to 25% of our total data — and who could say what value it could uncover?” SCAN set about building their Insights Platform, a home for their NLP, machine learning (ML) and further artificial intelligence (AI) investments. The Health Care Informatics team began SCAN’s work in data science. Led by Shan…
Business value
Calling online-enrolled members early to identify the best primary care provider reduced the likelihood new members leave in the future by 3.6%, and an NLP-informed intervention campaign for members at risk during annual enrollment decreased disenrollment of high-risk members by 4.59%, while also reducing the cost of IT operations and increasing SCAN's ability to scale.
…eir supplemental benefits and intervene with a call campaign. Using this model, the team decreased the disenrollment of high-risk members by 4.59%. As they look to the future, SCAN sees themselves expanding their relationship…
AI capabilities
Predictive Analytics, Document Intelligence
…e had impactful results for member satisfaction and retention. For example, the NLP model helped SCAN learn that members who enroll online frequently call regarding their primary care physician assignments. With this information, SCAN called online-enrolled members early in their rela…
Business functions
Customer Service & Support
…the annual enrollment period in the fall season. With insights gleaned via NLP, SCAN can easily identify members dealing with undesirable experiences in obtaining care or in using their supplemental benefits and intervene with a call campaign. Using this model, the team decreased the disenrollment of high-risk members by…
Technology
Databricks, Delta Lake, Databricks SQL, Unity Catalog, Collibra, Tableau, Power BI
…. Share this post Details Industry : Healthcare and Life Sciences Cloud : Azure Product : Databricks SQL , Delta Lake , Unity Catalog Ready to get started? Try Databricks for free Learn more about our product Talk…
Deployment model
Cloud
…business lines. Share this post Details Industry : Healthcare and Life Sciences Cloud : Azure Product : Databricks SQL , Delta Lake , Unity Catalog Ready to get started? Try…
Deployment options
cloud
…business lines. Share this post Details Industry : Healthcare and Life Sciences Cloud : Azure Product : Databricks SQL , Delta Lake , Unity Catalog Ready to get started? Try…
Headline outcome
…enrollment for members targeted for earlier primary care physician reassignment 4.59% Reduction in voluntary disenrollment during annual enrollment SCAN Health Plan is one of the nation’s largest not-for-profit Medicare Advanta…
Use case type
Decision support
…llment, especially during the annual enrollment period in the fall season. With insights gleaned via NLP, SCAN can easily identify members dealing with undesirable experiences in obtaining care or in using their supplemental benefits and intervene with a…
Capture details
- Captured
- 11 Sept 2026, 06:03 UTC
- Extractor
- fetch-strip@1
- Snapshot hash
- 489fedcc4b6912a10fa220e862d1c345962c673f0cf01c7855b8038b1c8736fb